Qualifications

• Bachelor's degree required.
• Minimum 4 years of experience in patient experience, quality improvement, or healthcare operations in an ambulatory or medical group setting.
• Experience in multi-site physician network or similar ambulatory environment.
• Familiarity with CMS Star Ratings, HEDIS measures, and value-based care models.
• Experience working with patient satisfaction survey platforms (e.g., Press Ganey, NRC Health) and translating insights into actionable improvements.
• Strong data analysis and visualization skills; advanced proficiency in Excel and PowerPoint; experience building dashboards.
• Excellent written and verbal communication skills, including presenting to executive and physician audiences.

Responsibilities

• Lead the design, execution, and continuous improvement of TMPN's ambulatory patient experience strategy across clinic sites.
• Develop and maintain a comprehensive patient experience roadmap with measurable KPIs, milestones, and accountability structures.
• Manage vendor relationships for patient satisfaction survey platforms and ensure optimal configuration, distribution, and response rates.
• Analyze survey data, online reviews, and patient grievance trends to identify improvement opportunities.
• Develop and maintain executive-level dashboards and scorecards that track performance by site, provider, and domain.
• Oversee the patient complaint and grievance resolution process, ensuring timely, empathetic follow-up.
• Support the development and delivery of patient experience training for clinical and non-clinical staff.

Benefits

• Opportunity to lead a comprehensive patient experience strategy.
• Engagement in data-driven decision-making and performance reporting.
• Collaboration with diverse teams across the organization.
• Role as a champion for service excellence and culture building.
• Exposure to and work with industry-standard patient satisfaction tools and metrics.