Manager of Patient Experience (Customer Service)

Job Description

Job Description

Position Summary

The Manager of Performance & Patient Experience is responsible for leading the development, coordination, and execution of a world class patient experience, along with coordinating efforts for service excellence in the Merit-based Incentive Program System (MIPS), along with other payor/regulatory program participation. Through leadership/cultural engagement, education/training, service excellence, and continuous improvement efforts to enhance the patient experience.

The primary objective is to lead and manage initiatives, improvement activities, and coordination of successful reporting that inspire, engage, and deepen the commitment to our organization’s brand, mission, and values. This includes measuring and analyzing patient satisfaction, developing communication strategies throughout the patient lifecycle, providing coaching to leaders on customer service, monitoring performance and coordinating education for employees on MIPS measures, identifying, facilitating and executing improvement activities selected for MIPS, etc.

Essential Functions and Responsibilities

Key Functions

• Partner with key stakeholders to identify, design, develop, implement, and enhance patient experience strategy.
• Manage and conduct patient experience surveys throughout the year.

• Implement leading practices to position PMC as a top performer in patient experience.
• Understand the voice of the patient, capture the concerns and recommend solutions from the patient, and design processes and opportunities with the employee and patient in mind.
• Remain abreast on assigned program requirements for success.
• Align efforts in MIPS performance to that of the patient experience.
• Partner with operations to successfully navigate MIPS or other assigned regulatory and/or payor programs.

Patient Experience

• Identify and work through patient experience issues, while developing long-term solutions.
• Strengthen the patient experience organization, demonstrating how PMC and the team can increase their positive impact through customer service.
• Monitor data of reminder call and other patient interactions and work with Associate Directors of the respective departments to ensure high performance and facilitate training when necessary.
• Align clinic goals with requirements of payers in value-based care contracts.

MIPS Performance & Other Assigned Programs

• Partner with Information Systems department to monitor MIPS and other assigned programs performance and provide necessary feedback and training.
• Review available MIPS improvement activities and coordinates with specialty departments to implement, evaluate and report to CMS.
• Work to assist the development and implementation of training on respective areas of patient experience and MIPS performance.
• Coordinate and complete program reporting requirements.

Communication

• Partner with Business Development department to implement patient experience communications strategy to create compelling content (written, video, digital) aligned with PMC’s brand.

• Develop and produce regular internal communications via email, newsletters, videos, etc. that are relevant for the audience both internally and externally.
• Deliver a comprehensive communication plan that consistently and routinely communicates the rationale and benefits of an engagement-focused and patient centered culture.

Analytics/Metrics

• Develop and maintain reports on patient experience and MIPS and other assigned programs performance.
• Develop quarterly presentation materials to deliver patient experience survey results and provide action planning updates throughout the year.

• Evaluate the results and impact of engagement activities and support provided.

Qualifications

Education (Including Licenses and Certifications):

• Bachelor's degree in business/healthcare administration or a similarly relevant field required. Master’s degree preferred.

Experience:

• Minimum of 3 + years of relevant professional experience in leadership, healthcare administration, operations improvement, organizational development, and/or consulting position
• Experience in identifying and achieving alignment around short term milestones to meet long term objectives
• Understanding of service, retail and/or hospitality industry best practices (i.e., Disney, Studer)

• Experience defining and executing on implicit and explicit objectives on multiple parallel programs
• Strong analytical skills and systems thinking required
• Experience with designing and implementing KPI’s and metrics.