Patient Experience Manager (2695)

Patient Experience Manager

US Heart and Vascular is needing a Patient Experience Manager to join our team at Birmingham Heart Clinic in Birmingham AL.

Responsibilities & Duties

• Establishes and implements training programs for all central support staff
• Provides general leadership over, and ensures completion of, all daily Support Center operations and functions and monitors same or next day openings to assist in filling and best utilizing all provider schedules
• Works closely with leadership team and physicians to address any reported patient issues by conducting research and providing follow up/resolution
• Compiles Support Center related metrics and accordingly makes appropriate workflow adjustments.
• Manages the Quality Payment Program – Merit-based Incentive Payment System (MIPS)
• Identifies trends in volume and call flow to drive efficiency and assigns/ schedules staffing to accommodate peak volume days/times
• Collects, measures, and analyzes patient, staff and provider sentiment data and feedback to identify areas for improvement.
• Ensures compliance with applicable funding and governmental agencies' requirements, generally accepted accounting principles, and USHV policies and procedures.
• Performs other duties as assigned.

Requirements

• Bachelor's degree in healthcare administration, business administration or a related field
• Minimum 5 years of progressive healthcare leadership experience required
• Demonstrated success to drive patient experience
• Familiarity with EMR and/or Electronic Practice Management systems and technologies required

Knowledge, Skills and Abilities Required

• Ability to lead and manage a team, establish clear expectations, and meet deadlines while acting as a patient and employee advocate.
• Excellent leadership, organizational, and motivational skills necessary.
• High level of flexibility and adaptability to consistently changing work environments.
• Strong critical thinking and problem-solving skills are a must.
• Ability to read, interpret and analyze reports.
• Ability to work both independently and in a team environment.
• Ability to prioritize and plan work activities, use time efficiently, and develop realistic action plans.
• Knowledge of federal, state, and local laws, statutes, regulations, codes, and standards related to the area of responsibility.
• Knowledge of the principles, concepts, and theories relevant to the assigned functional area.
• Skill in completing assignments accurately and with attention to detail.
• Ability to communicate clearly and concisely both orally and in writing in English, to various audiences.
• Ability to manage time, organize work, set priorities, meet deadlines, and follow up on work assignments with minimal supervision.
• Ability to work independently, and as a team, to complete daily activities according to the work schedule.
• Working knowledge of Office 365 programs such as Excel, Outlook, Word, PowerPoint, etc.
• Supports the Mission, Vision and Values of USHV and the practices.

About Birmingham AL: Birmingham blends history, culture, and a growing job market. The city offers a mix of urban energy and Southern charm. Residents enjoy outdoor spaces, great food, and an affordable cost of living. It's a welcoming place with something for everyone.