Patient Experience Manager (Fort Myers)

The Patient Experience Manager serves as a resource and partner for the practice leaders and Patient Journey team in implementing change to improve the patient experience, while preparing data and reporting progress on the patient experience to MPG's executive team. This position evaluates overall Millennium patient experience data in the spirit of facilitating organizational opportunities for improvement, and not in tracking local site defects or enforcing compliance. The position serves as a consultant across Millennium to provide insight on healthcare industry best practices, ensure consistency in Millennium's patient experience and implement internal processes and behavioral standards that deliver on Millennium's vision/brand promise.

Overall Objectives:

• Implement organizational improvements that favorably impact the patient experience as measured by survey data (e.g., net promoter survey, weekly text scores)
• Ensure consistency in patient experience across Millennium
• Ensure Millennium is positioned to deliver on brand promise of connected healthcare, advocacy and empathy for patient, respect, engagement, and service
• Optimize patient journey
• Increase patient engagement

Essential Duties & Responsibilities:

• Act as owner for company level patient journey improvement initiatives (either solely or directing team activities), and assist local medical offices and departments with implementation activities
• Assess and facilitate improvements (either solely or by directing team activities) to workflows/ processes in support of patient journey, including the journey of patients newly attributed to and acquired by Millennium to proactively mitigate/minimize their disruption
• Serve as resource for practice leadership in facilitating improvements to the overall Millennium patient journey
• Evaluate patient experience data to track trends and identify opportunities to enhance/optimize data
• Monitor patient experience survey data and follow up on those complimented with individual

rewards and/or MPG-wide communication

• Monitor service recovery trends and complaints to initiate areas of improvement, and contact patients as appropriate
• Perform field visits to offices
• Prepare reports and create/deliver presentations to all levels of Millennium leadership on progress to-date and improvement proposals
• Serve as key resource on Patient Journey team to align initiatives and undertake assignments as directed by Chair/Co-Chair
• Partner in the design and administration of the Secret Shopper program to ensure patient care is administered in a clean, safe and welcoming environment, and adherence to patient journey workflows/processes/signage
• Inventory patient engagement tools (e.g., portal, app, tablet) and oversee pilots to facilitate overall adoption
• Inventory patient communication touchpoints (e.g., helpdesk, complaint line) and facilitate consistency and timely response in partnership with Connection Center, Marketing, and Compliance departments
• Partner with Marketing to create comprehensive set of patient education materials regarding patient journey
• Facilitate overall adoption of best practices and partner on change management and training initiatives to ensure Millennium's brand promise is achieved
• Ensure Millennium's behavioral standards are in alignment with the optimum patient experience
• Contribute to production of learning interventions that build skills in providing a more effective patient experience
• Coordinate production of videos and other promotions that highlight exceptional patient experiences

Qualifications/Education/Experience

• Bachelor's degree required, Master's preferred
• Minimum of five years in similar role or patient-facing role with responsibility for improving patient experience
• Adoption of the patient's perspective to evaluate design/redesign workflows and processes in a holistic fashion that considers the patient's overall experience
• Exceptional customer service skills driven by passion for the patient experience
• Creation of strong partnerships
• Collaboration with stakeholders and subject matter experts
• Implementation of solutions
• Change management
• Critical thinking
• Problem solving
• Decision making
• Meeting management
• Team leadership through influence (not authority)
• Data analysis and trend identification
• Strong time management
• Effective multi-tasking
• Up to 80% travel to work from medical offices

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies