California Patient Experience Team Overview: The team drives initiatives to improve patient experience, promoting member retention, positive word of mouth, and business growth. Key priorities include building a patient-centered service culture, process improvements to improve end-to end patient journey, creating an organizational culture focused on patient needs and preferences, and the infrastructure to define, measure, and drive continued progress across all core metrics.
The Patient Experience Manager is responsible for driving market-level patient experience outcomes across assigned regions by leading strategic initiatives, coaching operational leaders, and translating insights into measurable improvements. This role serves as a key partner to regional leadership, ensuring a consistent, patient-centered culture that enhances satisfaction, retention, and overall business performance.
The Manager oversees a portfolio of patient experience programs including: 1) Building and managing systems for patient complaints and service recovery 2) Leading training and education efforts 3) Driving adoption of best practices across targeted clinics and 4) Organizational process improvement efforts.
Primary Responsibilities:- Patient complaints, inquiries, and service recovery: Oversee the intake, triage and resolution of patient complaints, ensuring timely resolution of concerns while identifying trends and driving systemic improvements to enhance the overall patient experience
- Patient experience partner: Collaborate with regional and clinic leadership to interpret performance data, prioritize opportunities, and drive targeted strategies to improve patient experience outcomes
- Analyze and translate patient experience data: Use patient experience data (e.g., NPS, CAHPS, HOS, patient comments) to drive actionable insights, and develop and monitor action plans to ensure performance improvement
- Training and education: Design and facilitate programs that strengthen patient experience best practices and build a patient-centered culture across different teams (e.g., frontline team members, regional leadership, and clinicians)
- Partner with cross-functional stakeholders: Partner with different teams to lead organizational process improvement initiatives that enhance the end to end patient journey
- Targeted site engagement: Build out targeted site engagement strategy and focus on lower-performing clinics to identify root causes, implement strategies, and sustain measurable gains in patient experience metrics.
- Mentorship and development: Provide coaching and mentorship to build team capabilities and ensure consistent, high-quality execution of patient experience strategies
You9ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:- 5+ years of experience in health care, customer service, corporate strategy or related field managing large scale end-to-end projects or portfolio of programs
- Experience with designing effective training and education, and facilitation/presentation of trainings to different audiences
- Experience in stakeholder relationships, patient/customer experience design, and organizational process improvement
- Proven experience working with diverse stakeholders, including clinicians and operational staff
- Experience developing or standing up new programs, creating targeted action plans, and monitoring implementation and evaluation
- Experience encouraging, motivating, and inspiring teams to deliver results (directly or indirectly)
- Proven solid program management skills to manage portfolio of on-going initiatives and juggle multiple competing priorities in a deadline-driven environment
- Proven ability to work effectively with internal teams across a large matrix organization
- Solid computer skills and knowledge of Microsoft Suite, and willingness to learn Complaint Management systems
- Ability to work a hybrid role that requires willingness to work in the office 1 day per week in one of the office locations in California: Torrance, Ontario, Irvine, or Cypress
- Ability to travel locally up to 2 days in clinics in Southern California
Preferred Qualifications:- Master9s Degree in related field (psychology, communications, business, healthcare administration, public health) or equivalent
- Experience building, operationalizing, and measuring effectiveness of healthcare programs using data-driven approach
- Experience working within the healthcare industry with patient experience
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you9ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 - $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.
