At TOA, every interaction with our patients and their families provides an opportunity to provide the best possible care. The Patient Experience Manager is responsible for equipping and enabling our 500 colleagues with the skills and mindset to do just that. The Patient Experience Manager works with patient-facing colleagues in all of our clinics and our Central Business Office to ensure interactions are helpful, patient-centric, empathetic, and reflect the importance TOA places on our patients.
Specifically, the Patient Experience Manager will:
• Develop and implement patient experience enhancements for both telephonic and in-person patient interactions.
• Conduct analysis of current telephonic interactions, outcomes, and service levels, and use those insights to develop strategic interventions and programs
• Coordinate or provide directly, training classes or other programs to ensure new and existing staff have proper tools and preparation to perform daily tasks
• Implement call quality initiatives to ensure telephonic interactions are helpful, courteous, and enable TOA to meet the needs of our patients
• Development of a call quality monitoring program, that allows TOA to gauge the sustainable progress of our patient experience efforts
• Focus on face-to-face patient interactions for staff in our clinics, emphasizing the importance of each interaction and raising the bar on patient experiences
• Establish and manage an organization-wide protocol for patient complaints to include a strategy and plan for escalating patient complaints to the proper resource, training and development of staff for handling complaints, collecting and analyzing data to evaluate complaints – identifying areas for improvement that will increase patient satisfaction.
• Establish and manage a patient service recovery plan, including training and education of TOA’s patient-facing staff so that patients who are identified as service-recovery candidates are engaged and retained as TOA patients.
• Monitor and evaluate data and reports consistently, trouble shoot areas of concerns; implement corrective action as needed
• Evaluate the effectiveness of training courses, workshops, or other developmental interventions designed to address training needs of individuals or groups of employees.
The ideal candidate will be successful blend of motivator, trainer, analyst, and program developer. Specific experiences should include:
• Extensive experience in a call center environment, including successful experience in monitoring telephonic interactions for adherence to prescribed quality measures – health care call center experience is preferred
• Demonstrated success in diagnosing problems, identifying possible solutions, arriving at effective strategies and successful implementations
• Passionate about helping people including TOA patients, families, and colleagues
• Ability to monitor and record improvements in performance
• Ability to provide feedback and demonstrate a variety of coaching methods
• Significant experience in training design, delivery and assessment experience
• Sound understanding of adult learning techniques, best practices in training design and delivery, blended learning methodologies and industry best practice
• Exceptionally strong interpersonal and presentation skills coupled with exceptional written and verbal communication skills
• Self-Driven, dependable, able to pay close attention to detail, multi-task and be extremely organized
• Bachelor’s degree is required, preferably in business or healthcare administration
• Knowledge of Microsoft Word, Excel, and PowerPoint.
• Able to handle confidential and/or proprietary information.