Patient Experience Operations Manager

Job Description

Job Description

Join an Organization that Puts its People First!

Interested in helping grow a healthcare model based on trusting relationships, joy in work, and health equity? Orchid Health might be just the place for you!

Orchid Health was founded over 10 years ago with the belief that the most effective way to improve the health of our communities is through integrated patient-centered care that takes the time to listen to and build trusting relationships with each patient. We currently see thousands of patients at our Oregon clinic locations, all supported by a talented, passionate, and dedicated staff.

Our mission is to advance a new model for community health to thrive based on relationships, joy in work, and health equity. We achieve this by leaning into our four pillars and core values:

Core Values:

• Challenge the Status Quo
• Cultivate Respect
• Courageously Vulnerable and Accountable

Four Pillars (in order of priority):

• Pillar 1: Employee Well-Being
• Pillar 2: Trusting Patient Relationships
• Pillar 3: Community Health
• Pillar 4: Financial Sustainability

Why work for Orchid Health?

At Orchid Health, we’re moving away from traditional top-down management to something more human: self-management. Our teams work together to make most day-to-day decisions, without a clinic manager giving direction. Instead, team members take on shared responsibilities based on their strengths, hold each other accountable, and are supported by peers, coaches, and access to clear, timely information. This structure reduces bureaucracy, supports collaboration, and makes work more meaningful. We believe that the people doing the work are best positioned to lead it, and we’ve built our organization around that belief. Orchid’s team members have abundant opportunities to expand their professional skills in a supportive environment, participate in community outreach efforts, and enjoy a robust benefits package. 

Compensation:

• $95,000 - $115,000/hour depending on experience and skills 

Benefits:

• Medical, Dental, & Vision – Orchid pays monthly premiums at 100% for team members and at least 50% for their dependents for base medical and dental plans 
• $1000/year Wellness Benefit - for things that make you happy!
• 401(k) with a company match and financial planning and wellness resources available at no cost.
• A Continuing Education / Continuing Medical Education budget for all team members
• An Employee Assistance Program (EAP) that provides mental health support, financial planning, and lifestyle training opportunities, at no cost to employees
• 128 hours of PTO per year, annually front-loaded with tenure-based increases
• 40 hours of paid inclement weather and emergency closure leave, annually front-loaded
• 8 paid holidays, plus your birthday off!
• Free care at our clinics for team members and their families
• And more!

*Team members are eligible for benefits on the first of the month following 30 days of employment.

Lane County has some of Oregon’s highest need areas when it comes to healthcare, and taking this position will be making a huge difference in a community that truly needs and appreciates its healthcare providers.

The schedule for this position is Monday – Friday / 8:00am - 5:00pm. This is a hybrid position with some in-person visits to clinics required through the month.

Responsibilities:

The Patient Experience Operations Manager serves in three primary areas of responsibility:

• Lane County Pod Operations Coach:  0.4 FTE
• Organization-Wide Patient Experience & PSS Leadership: 0.4 FTE
• Medical Records & Referrals Team Supervision:  0.2 FTE

Lane County Pod Operations Coach

Support Lane County’s self-managed clinic teams (Oakridge, Fern Ridge, McKenzie River) in building effective, sustainable operations. This includes coaching teams on clinic workflows, staffing and coverage models, meeting and huddle structures, and other operational practices that support strong performance across Orchid’s Four Pillars.

Key responsibilities include:

• Coach and support clinic teams in strengthening workflows, staffing models, and day-to-day operations.
• Help teams identify operational challenges, develop solutions, and implement improvements.
• Support teams in maintaining alignment with Orchid’s values, operating standards, and strategic priorities.
• Partner with clinic leaders and other operational roles to support healthy, effective clinic teams.

Patient Experience & PSS Leadership

Provide organization-wide leadership for patient experience and the Patient Support Specialist (PSS) role, with a focus on consistent standards, strong patient relationships, and continuous improvement.

Key responsibilities include:

• Serve as the organization’s subject matter expert for patient experience, patient satisfaction, service recovery, and the PSS role.
• Support and supervise Pod PSS Supervisors and provide guidance around PSS performance, workflows, staffing, and role expectations.
• Lead Orchid’s Pillar 2 – Trusting Patient Relationships Health Committee.
• Develop and implement strategies to improve patient satisfaction, engagement, and overall experience.
• Review patient feedback, NPS results, Athena reporting, and other data to identify trends, successes, and opportunities for improvement.
• Partner with clinical and operational teams to address patient experience concerns and strengthen consistency across clinics.
• Develop and support training, tools, and best practices related to patient experience and PSS work.
• Stay current on relevant patient experience trends, benchmarks, and healthcare industry best practices.

Medical Records & Referrals Team Supervision

Provide direct leadership and supervision for Orchid’s Medical Records and Referrals team, supporting timely, accurate, and consistent work across the organization.

Key responsibilities include:

• Ensure referrals are processed accurately and within established timelines to support timely patient care.
• Ensure incoming and outgoing medical records are processed according to established standards.
• Provide day-to-day coaching, support, and performance management for team members.
• Conduct regular 1:1s and annual performance reviews.
• Address team concerns, workflow challenges, and opportunities for process improvement.
• Maintain clear role expectations, performance standards, and operational consistency across the team.

Required Qualifications:

• Bachelor's Degree in business, organizational leadership, healthcare, or related field.
• Minimum 3 years experience working in a primary care setting.
• Ability to deal with challenging patients and staff with empathy and compassion.