Patient Experience Operations Manager

Compensation:

• $95,000 - $115,000/hour depending on experience and skills

Benefits:

• Medical, Dental, & Vision - Orchid pays monthly premiums at 100% for team members and at least 50% for their dependents for base medical and dental plans
• $1000/year Wellness Benefit - for things that make you happy!

• 401(k) with a company match and financial planning and wellness resources available at no cost.

• A Continuing Education / Continuing Medical Education budget for all team members
• An Employee Assistance Program (EAP) that provides mental health support, financial planning, and lifestyle training opportunities, at no cost to employees
• 128 hours of PTO per year, annually front-loaded with tenure-based increases
• 40 hours of paid inclement weather and emergency closure leave, annually front-loaded
• 8 paid holidays, plus your birthday off!
• Free care at our clinics for team members and their families
• And more!

*Team members are eligible for benefits on the first of the month following 30 days of employment.

Lane County has some of Oregon's highest need areas when it comes to healthcare, and taking this position will be making a huge difference in a community that truly needs and appreciates its healthcare providers.

The schedule for this position is Monday - Friday / 8:00am - 5:00pm. This is a hybrid position with some in-person visits to clinics required through the month.

Responsibilities:

The Patient Experience Operations Manager serves in three primary areas of responsibility:

• Lane County Pod Operations Coach: 0.4 FTE
• Organization-Wide Patient Experience & PSS Leadership: 0.4 FTE
• Medical Records & Referrals Team Supervision: 0.2 FTE

Lane County Pod Operations Coach

Support Lane County's self-managed clinic teams (Oakridge, Fern Ridge, McKenzie River) in building effective, sustainable operations. This includes coaching teams on clinic workflows, staffing and coverage models, meeting and huddle structures, and other operational practices that support strong performance across Orchid's Four Pillars.

Key responsibilities include:

• Coach and support clinic teams in strengthening workflows, staffing models, and day-to-day operations.
• Help teams identify operational challenges, develop solutions, and implement improvements.
• Support teams in maintaining alignment with Orchid's values, operating standards, and strategic priorities.
• Partner with clinic leaders and other operational roles to support healthy, effective clinic teams.

Patient Experience & PSS Leadership

Provide organization-wide leadership for patient experience and the Patient Support Specialist (PSS) role, with a focus on consistent standards, strong patient relationships, and continuous improvement.

Key responsibilities include:

• Serve as the organization's subject matter expert for patient experience, patient satisfaction, service recovery, and the PSS role.
• Support and supervise Pod PSS Supervisors and provide guidance around PSS performance, workflows, staffing, and role expectations.
• Lead Orchid's Pillar 2 - Trusting Patient Relationships Health Committee.
• Develop and implement strategies to improve patient satisfaction, engagement, and overall experience.
• Review patient feedback, NPS results, Athena reporting, and other data to identify trends, successes, and opportunities for improvement.
• Partner with clinical and operational teams to address patient experience concerns and strengthen consistency across clinics.
• Develop and support training, tools, and best practices related to patient experience and PSS work.
• Stay current on relevant patient experience trends, benchmarks, and healthcare industry best practices.

Medical Records & Referrals Team Supervision

Provide direct leadership and supervision for Orchid's Medical Records and Referrals team, supporting timely, accurate, and consistent work across the organization.

Key responsibilities include:

• Ensure referrals are processed accurately and within established timelines to support timely patient care.
• Ensure incoming and outgoing medical records are processed according to established standards.
• Provide day-to-day coaching, support, and performance management for team members.
• Conduct regular 1:1s and annual performance reviews.
• Address team concerns, workflow challenges, and opportunities for process improvement.
• Maintain clear role expectations, performance standards, and operational consistency across the team.

Required Qualifications:

• Bachelor's Degree in business, organizational leadership, healthcare, or related field.
• Minimum 3 years experience working in a primary care setting.
• Ability to deal with challenging patients and staff with empathy and compassion.
• Strong customer service skills with emphasis on training of clinic-based staff.
• Strong project and people management skills.
• Strong technology skills including EHR, Adobe, Microsoft Suite, and Project management software.
• Excellent verbal, written, and interpersonal communication skills.
• Demonstrated competencies in coaching, active listening, and leading through trust and demonstrated value vs positional authority.
• Ability to travel to the admin office, clinics, and company events.

Preferred Qualifications:

• 5+ years of customer service training and development experience
• Coaching experience/certification preferred
• Agile project management experience/certification preferred.
• Expert knowledge in Athena EHR is preferred.
• Rural Healthcare experience preferred.
• Experience in a Trauma-Informed approach to care is highly preferred.

Work Environment:

While in the clinic, team members may be exposed to viruses, disease, and infection from patients and specimens in the working environment. Team members may be required to work for extended periods of time at a computer. Team members use standard office equipment, such as computers, phones, and e-fax.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee may be regularly required to use hands and fingers to operate a computer, telephone, and keyboard. This position requires intermittent physical activity, including standing, walking, bending, kneeling, stooping, reaching, and crouching, as well as lifting and supporting patients. Computer work is required for in-clinic positions. Light to moderate lifting may be required.

Travel:

Travel is primarily local during the business day, although some out-of-the-area may be expected on occasion (CME events, or activities involving other Orchid Health Clinics).