Sr. Manager of Patient Experience

The Patient Experience Senior Manager is responsible for advancing patient experience through two primary areas: The Patient Support Center (PSC), and Voice of the Customer (VoC) initiatives.

The PSC is the centralized contact center that primarily supports new patient scheduling. This role will provide oversight to PSC staff, maintain a high-performing and efficient team, and promote a team environment that supports and facilitates the delivery of superior customer service to both internal and external clients. The PSC is the first point of contact for the majority of CCRM s potential new patients, so this position is critical in setting the tone for the new patient experience.

VoC initiatives are inclusive of internal surveys including Net Promoter Score, and online review management. There will be significant engagement with practice leadership and physicians at CCRM locations to understand and review patient feedback, data trending and analysis, and reporting expectations for the Executive Leadership Team.

This is a highly visible role that will report to the Senior Director of Patient Engagement and may include collaboration on additional patient experience opportunities not defined above. At this time, the role is hybrid with 2 days per week expected in office at our Lone Tree location.

• Oversee contact center, including, but not limited to, leader and team development, management of KPIs, and reporting and analytics
• Lead the implementation of technology improvement initiatives impacting contact center (chat, self-scheduling, training development, etc)
• Explore survey framework for First Call Resolution/Rep Resolve
• Monitor VoC initiatives to trend issues by organization and site, providing recommendations for improvement opportunities
• Monthly scorecards and reporting to ELT
• Strategic planning for future initiatives that improve patient experience across the organization
• Support Senior Director in fostering a culture of excellence, growth, and accountability
• Other duties as assigned

This job description is not designed to cover or contain a comprehensive listing of activities, tasks, duties, or responsibilities that are required of this position. Duties, responsibilities, tasks, and activities of this position are subject to change at any time with or without notice.

• Strong knowledge of contact center operations (KPIs, QA programs, training, etc)
• Strong understanding of customer surveys, including NPS
• Previous EMR experience, preferred
• Must consistently display a positive attitude and flexibility in changing situations
• Participate in identifying problems and suggesting solutions
• Maintain strict confidentiality for all patient and clinic information, consistent with established security and confidentiality policies and HIPAA regulations, at all times
• Excellent verbal and written communication skills.
• Strong supervisory and leadership skills.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

• High school diploma and/or GED required
• 3+ years call center/contact center management experience
• Experience in patient experience initiatives
• Detailed knowledge of contact center operations (KPIs, QA, training, etc)
• Strong understanding of customer surveys, including NPS

• Lead team of 30+ agents, both direct and indirect to include managers and supervisors
• Recruits, interviews, hires, and trains direct reports.
• Oversees the daily workflow of the staff and department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with Company policies.
• Provide additional supervisory responsibilities as needed

• Prolonged periods of sitting at a desk and working on a computer.
• Prolonged period of preparing and analyzing data and figures.
• Prolonged periods of standing, bending, sitting, kneeling.
• Ability to occasionally lift up to 15 pounds.
• Professional office environment with daily use of standard office equipment such as computers, telephones, photocopiers, and scanners.