Care Experience & Operations Manager

Medical University of South Carolina; Orleans Estates (SC); On-site; USD 110,000 - 150,000; Full time

Job summary

The Medical University of South Carolina is seeking a Manager of Care Experience and Operations to lead initiatives that differentiate MUSC Health in patient experience.

You will partner with cross-functional teams to implement relationship-centered care across digital and in-person platforms, ensuring high-quality, safe care throughout the care continuum. This role reports to the Director of Care Experience and Operations and requires up to 25% travel.

Qualifications

• Bachelor’s degree or equivalent education and/or relevant work experience.
• 8 years progressive work experience and 3 years management experience.
• MBA (preferred) or similar master level education.
• Experience with UX, human centered design and journey mapping experience.
• Certified as a Relationship-Centered Communication Facilitator (ACH)
• Experience with Press Ganey or similar tools
• Understanding of regulatory requirements for clinical care
• EPIC tools, documentation and Clinical workflow experience
• Project Management Experience

Responsibilities

• You will function as one of MUSC Health’s care experience experts by leveraging your health care experience along with your understanding of the multiple patient touch points to facilitate the development and implementation of evidence-based healthcare practices that consistently exceed the expectations of patients and customers.
• Implement and manage enhancements to how MUSC Health delivers care, across the care continuum through leading assigned key touchpoint projects that allow personalization.
• Through a data-driven and scientific approach, you will support the implementation of evaluation processes established by senior leadership, to identify and monitor key performance indicators and relevant outcomes across the care continuum (patient/customer journey) to help achieve MUSC’s aspiration goals.
• With a keen focus on clinicians and trainees, you will work to enhance current technology, adopt and deploy innovative concepts to enhance experience for all.
• Utilize standard project management methods and tools to ensure transformational experience changes are achieved on time and on budget.
• Use data visualization methods to illustrate voice of the customer/patient to enhance current care journeys and identify opportunities to create new offerings that will enable MUSC Health to achieve our ambition.
• Contribute to building linkages between experience data, operational metrics, and care team member engagement metrics to support the adoption of efficient, effective and value-driven improvement strategies that ultimately lead to better outcomes.
• Promote systemwide adoption and utilization of Relation-Centered Communication techniques.
• Approximately 75% of this role will be devoted to leading, partnering, and coaching clinical leaders and staff to enhance or create clinical workflows that promotes “systemness” resulting in an elevated care experience for all regardless of location.
• Travel across the enterprise will be required. Most travel will consist of “day trips” but all travel should not exceed 25%.

Education

Bachelor’s degree or equivalent education and/or relevant work experience

Job description

The Medical University of South Carolina is seeking a Manager of Care Experience and Operations to lead initiatives that differentiate MUSC Health in patient experience.

You will partner with cross-functional teams to implement relationship-centered care across digital and in-person platforms, ensuring high-quality, safe care throughout the care continuum. This role reports to the Director of Care Experience and Operations and requires up to 25% travel.