Patient Experience Manager

Job Posting Closing Date: Open until Filled

Where do you belong?

Your career is more than just a job, it's part of your life. Whether you’re a clinician, or non-clinical professional,  at USACS you'll feel a sense of connection working with clinicians and office staff who share your interests and values. We want you to love coming to work each day because you believe in what you do and the people with whom you work. We care about your success.

USACS also understands that location is important. We offer  career opportunities for clinicians and non-clinical support staff from New York to Hawaii and numerous points in between. Our supportive culture,  outstanding benefits and competitive compensation package is best in class.

Job Description

The Patient Experience Manager is responsible for supporting the National Clinical Director of Patient Experience and the Directors of Site Optimization with improving organizational patient experience through collating and analyzing site-level patient experience data, onsite patient experience training support, and implementation coaching for local teams.

This role collaborates with Clinical Resource Group (CRG) team members, USACS medical directors, and hospital partner leaders to implement the US Acute Solutions CARE Standard across all sites through the utilization of leader standard work (LSW) and Plan, Do, Check, Act methodologies to develop and maintain a culture of continuous improvement in patient experience across USACS and its hospital partners.

Location: Remote

ESSENTIAL JOB FUNCTIONS:

• Monitor key metrics related to Patient Experience Quality to identify areas for improvement opportunities and track site progress toward goals.
• Identify and collaborate with key hospital partner staff and leaders to obtain USACS clinician PEX data and ensure the USACS PEX dashboard contains a complete data set of all sites and is maintained.
• Collaborate with the National Clinical Director of Patient Experience, CRG Director of Site Optimization (DSO), and Regional Vice Presidents to identify high-priority site improvement for patient experience.
• Assists CRG DSOs with developing site-level PEX action plans, as needed, with specific timelines and goals.
• Assists CRG team members with providing on-site staff education on the USACS CARE Standard when needed.
• Lead Patient Experience improvement projects as needed to support the CRG and USACS patient experience goals, including building and maintaining project work plans, providing written weekly status reports, facilitating weekly project champions meetings, and developing visual tracking for progress.
• Manage travel to sites while remaining fiscally responsible.
• Develop Patient Experience Leader Standard Work for each Medical Director, freeing time to focus on leadership activities.
  • Engage and coach Medical Directors in department walk-throughs focusing on observation of process flow as well as coaching their team, using the Patient Experience Validation Checklist
  • Assist with goal development, assuring SMART format is being utilized.
• Work with onsite leadership to develop a dashboard for following departmental progress.
• Assist sites with education, support, and analytic improvement to support complete, accurate patient experience data that can be communicated to staff and leadership.
• Provide a bi-weekly status report to the National Clinical Director of Patient Experience with organizational, division, and regional PEX performance updates.
• Works as the National Clinical Director of Patient Experience and directs specific organizational PEX needs.
• Initiate and maintain best practices to be shared across the organization.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong interpersonal skills
• Excellent oral and written communication and presentation skills
• Proven success with reporting, analytics, and business operations
• In-depth knowledge of patient experience in the healthcare industry
• Ability to disseminate and understand data from a variety of sources.
• Independently driven, with the capabilities to manage projects on PEX and achieve department goals, objectives and initiatives
• Superior time management, organizational, and problem-solving skills
• Ability to influence hospital leadership, physicians, nurses, and other healthcare professionals via written and spoken communications to apply our technology to deliver the best possible outcomes.
• Professional attitude, ability to collaborate with the executive team and multiple levels of management in organizations.
• Travel required 25-50% of work time.

EDUCATION AND EXPERIENCE: 

• BA/BS with Masters preferred and at least 5 years of experience in patient experience in either the hospital or physician practice settings.
• Understanding of and ability to interpret patient experience survey results and data, including Press Ganey, PRC, NRC, and Qualtrix
• Strong computer knowledge and skills, including MS Excel, Word, and PowerPoint 

PHYSICAL DIMENSIONS:

• While performing the duties of this job, the employee is regularly required to sit for prolonged periods and occasionally walk, stand, bend, stoop, and lift up to 15 pounds. 
• Required to have close visual acuity to perform the job.

Salary Range:

$78,566.00 - $145,347.00