Patient Experience Manager - Tustin, United States - Families Together of Orange County

Families Together of Orange County

Verified Company

Tustin, United States

4 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Job Title:
Patient Experience Manager

Salary:
Depending on Experience

Location:
Treehaven

Openings: 1) Position Available

Position Purpose:

The Patient Experience Manager will play a pivotal role in designing, implementing, and overseeing the patient experience program at Families Together.

This position focuses on creating a positive and cohesive patient journey, from the initial welcome of new patients to ongoing engagement and retention efforts.

The Patient Experience Manager will have strong collaboration with all departments to ensure a patient-centric approach, monitors patient feedback, and continuously improves processes to enhance the overall patient experience.

Core Duties and responsibilities, include but are not limited to:

Manage the patient experience from initial contact through ongoing support, ensuring high levels of satisfaction and engagement.
Lead the development and execution of the patient experience program, aligning it with FTOC's mission and values.
Develop and oversee the new patient program, including onboarding processes and ongoing support initiatives.
Manage service recovery processes, collaborating with other departments to resolve issues promptly.
Track improvements and monitor actions from service recoveries and new programs to enhance the patient experience.
Educate staff on the importance of the patient experience, emphasizing communication skills and empathy.
Hire and manage a team of Patient Ambassadors to support an optimal patient experience in the clinics.
Coordinate with health plans as necessary for establishing new members.
Oversee and make recommendations on the digital components of the patient experience, including the patient portal and resources, ensuring alignment with patient needs and preferences.
Develop and implement strategies to improve patient retention and loyalty, leveraging insights from existing data.
Serve as the primary advocate for FTOC patients, addressing concerns, resolving issues, and ensuring their voices are heard.
Utilize data analytics and all patient feedback mechanisms to identify trends, providing recommendations on how to enhance the patient experience.
Generate and analyze reports in the Electronic Medical Records (EMR) system to understand enrollment trends, patient demographics, and preferences, tailoring services and communication accordingly. Provide regular updates to the Communications Director and the leadership team, ensuring alignment with organizational goals and strategies.
Participate in regular meetings and communications with crossfunctional teams to align strategies and ensure cohesive patientcentered approaches.
Stay informed about industry trends, best practices, and regulations related to patient services and communication strategies.
Perform other duties as assigned.

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_This job description in no way states or implies that these are the only duties to be performed by the employee. He or she will be required to follow any other instructions and to perform other duties, within scope, as assigned by his or her supervisor._

Education and Training:

Bachelor's degree in healthcare administration, public health, communications, or related field.
Minimum of 35 years of experience in healthcare, patient services, or related field.
Proven track record of effectively managing patient experiences and driving patient satisfaction.
Experience with data analysis and reporting, with proficiency in Microsoft Office Suite and/or relevant data analytics tools.
Experience or training in cultural competence and sensitivity, ensuring patient interactions are inclusive and respectful of diverse backgrounds.

Qualifications, Skills, and Experience:

Bilingual in English and Spanish or Vietnamese.
Strong interpersonal and communication skills, with the ability to empathize, advocate, and build rapport with patients from diverse backgrounds.
Knowledge of healthcare regulations, compliance standards, and patient privacy laws.
Excellent verbal and written communication.
Ability to understand, assess, and problemsolve by leveraging technical and analytical skills.
Fast learner with a high attention to detail.
Families Together of Orange County (FTOC) is proud to be an equal opportunity employer. FTOC does not discriminate based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws._