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Patient Experience Program Lead

Primary Duties and Responsibilities: 

SUMMARY:

  • Assists the Director of Patient and Provider Experience and other members of the Population Health Services Organization and Quality teams by managing the patient experience program, fostering culture change, and supporting network-wide goals and initiatives aimed at building improved excellence for Tandigm Health partner organizations
  • Works with the Director to manage the NRC survey program including monitoring and tracking of trends, identifying areas of opportunity for change, and other continuous performance monitoring.  Assists in developing education and performance improvement initiatives.
  • Provides ongoing training and educational resources through the Champions League Program and other forums for organizational excellence in patient care.
  • Partners with the Director in managing the patient experience program, providing support for practices goals and initiatives, practice program attestations, and audit requirements
  • Must be a hands-on self-starter, able to think outside-the-box, especially when resources are limited.

Essential Functions

  • Manages projects for the Director, maintaining scope and tracking deliverable to support business goals in collaboration with management and stakeholders
  • Coordinates activities of designated projects to ensure that goals or objectives of projects are accomplished within prescribed time frame and funding parameters
  • Supports the onboarding of new practices and users to the NRC platform and provides direct practice support for NRC-related issues resolution
  • Serves as the main point of contact for practices and internal stakeholders to ensure understanding of survey processes and performance data; coordinates integration of educational resources
  • Facilitates virtual sessions and network dialogue through Yammer platform
  • Compiles status reports and modifies project schedules or plans as required. Prepares project reports for internal and external stakeholders
  • Consistently exhibits behavior and communication skills that demonstrate Tandigm Health’s commitment to superior customer service, including quality, care and concern with each and every internal and external customer
  • Utilizes knowledge of patient experience surveys and scores to develop and implement targeted training, coaching and tactics
  • Assist the Director in developing our understanding of the various issues and concerns facing the physicians as it relates to patient experience
  • Helps to disseminate best practices for patient experience improvement at all network partner practices
  •  Develops and maintains positive, honest, and meaningful relationships with internal departments and external stakeholders including front line staff, supervisors and leadership
  • Able to speak influentially with practice leaders, ensuring they understand the requirements for the annual Patient Experience Program, and have buy-in for practice goals and associated workplans
  • Uses, protects, and discloses Tandigm patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
  • Performs other duties as required

Education

  • Bachelor’s degree (Required) in business management or healthcare administration
  • (Preferred) CPXP; Certified Patient Experience Professional (Preferred)

Experience

  •  3-4 years proven working experience in a health care related organization preferably within a physician services/coordination role (Required)
  • Knowledge and understanding of patient experience (Required)
  • Experience working in an ambulatory care setting (Required)
  • Experience working with project management tools and/or software (Preferred)

Essential Technical/Motor/Interpersonal Skills

  • Must embrace and exemplify the core vision and values of Tandigm Health.
  • Ability to effectively communicate and collaborate with physicians, patients, families and ancillary staff.
  • Ability to make sound, independent judgments and act professionally under pressure.
  • Knowledge of project management methods, best practices and analysis.
  • Must be detail oriented and understand corporate objectives. Ability to follow through project life cycle.
  • Works independently on projects, identifies and implements business solutions with minimal supervision.
  • Must be able to effectively influence peers and other stakeholders without direct reporting relationships

 
Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

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