Program Manager Patient Experience

DaVita Medical Group - Albuquerque, NM3.0

Full time Program Manager Patient Experience at our Roma Location

Overview of Position:
The Program Manager, Patient Experience under minimal supervision provides strategic direction to accomplish results in all patient experience areas. Identifies opportunities for patient experience improvement, and facilitates implementation of new practices to improve patient, teammate, and clinician satisfaction. Directs patient experience initiatives such as Commit to Care, serves as content expert and active team member on process improvement projects, provides learning and development opportunities for providers and teammates related to delivery of outstanding patient and teammate experience. Provides coaching to teammates through site visits, personal coaching and training to ensure teammates at all levels of the organization are competent to support the delivery of patient centered care. Adheres to policies, procedures and regulations to ensure compliance and patient safety. Participation in Compliance and other important training is a condition of employment.

Essential Functions:
Evaluates market results to identify strategic direction for improvement in patient satisfaction and patient experience.
Provides recommendations, action plans, and timelines for improvement. Collaborates and partners with Senior Management to review results and develop division tactics for improvement in teammate performance.
Assesses teammate engagement and provider satisfaction as related to patient experience. Develops targeted coaching plans and improvement goals to improve results.
Collaborates with Senior Management and medical leadership to identify opportunities for engaging providers in patient experience improvement activities. Develop tactics and coaching plans for providers.
Provides one-on-one and team/department coaching with teammates that targets improving patient satisfaction and patient experience.
Champion and facilitate improvement efforts related to Patient Experience.
Develops specific curriculum and materials as needed to facilitate an exceptional patient experience that support performance standards throughout all patient interaction.
Along with Senior Management is responsible for achieving outcome targets in the area of patient experience and patient centered care including Commit to Care, Patient and Teammate Programs, Service Recovery, Complaint Tracking and Customer Service Monitoring and Retention.
Examines and analyzes patient feedback data and develops plans for improvement in collaboration with operations.
Develops Patient Experience Department goals & outreach efforts to ensure organizational alignment to PEX goals and direction.
Other duties as assigned.
comparative cost analysis on pharmaceuticals (e.g. relative drug costs, pharmacoeconomic considerations, etc.). Ad Hoc Member of P&T Committee.
Perform additional duties as assigned.
Education: Required: Bachelor’s degree in related field.

Preferred: Master’s Degree in healthcare field, organizational development, business, hospitality, social services or related field.

Experience: Required: Required: Five (5) years of experience in patient/customer relations as well as coaching facilitation.

Knowledge, Skills, Abilities: Demonstrated consultation, teamwork, project management, implementations of solutions & facilitation skills to unify stakeholders towards a common goal. Knowledge of patient experience survey methods and metrics; analytical skills related to independently interpreting, preparing; measuring and analyzing data and presentation to various audiences.

DaVita Medical Group is one of the nation’s medical groups and is a national medical group with operations in New Mexico, Nevada, Colorado, Florida, California and Washington. It is an exciting time to join DaVita Medical Group NM as we blaze new trails in coordinated care, setting the new standard in New Mexico for compassionate, cost-effective, high quality healthcare.

If you’re looking to make a difference with a large, financially stable, well-recognized medical group, DaVita Medical Group may be the employer for you.

DaVita Medical Group is an equal opportunity/affirmative action employer. As such, DaVita Medical Group makes hiring decisions solely on the basis of qualifications and experience, and without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.

DaVita Medical Group will consider qualified applicants who have criminal histories in a manner consistent with the law.