Manager, Care Experience and Operations

musc; Charleston (SC); On-site; USD 110,000 - 150,000; Full time

Job summary

MUSC Health seeks a Manager of Care Experience and Operations to drive initiatives that differentiate patient experience across digital and clinical settings. You will lead cross-functional teams, focusing on frictionless, timely, connected, compassionate and value-driven care, translating data into improvements.

You will collaborate with clinical leaders to enhance workflows, utilize relation-centered communication, and monitor KPIs to elevate outcomes across the care continuum.

Qualifications

• Bachelor’s degree or equivalent education and/or relevant work experience
• 8 years progressive work experience and 3 years management experience

Responsibilities

• Lead care experience initiatives and support the development and implementation of evidence-based healthcare practices that exceed patient expectations.
• Manage enhancements to care delivery across the continuum through key touchpoint projects.
• Support evaluation processes to identify KPIs and outcomes across the patient journey to meet aspirational goals.
• Focus on clinicians and trainees to enhance technology and deploy innovative ideas to improve experience.
• Apply standard project management methods to ensure on-time, on-budget changes.
• Use data visualization to illustrate patient voice and identify opportunities for new offerings.
• Build linkages between experience data, operational metrics, and engagement metrics to drive improvement strategies.
• Promote systemwide adoption of Relation-Centered Communication techniques.
• Approximately 75% of the role involves coaching clinical leaders to improve workflows and care experiences; travel up to 25%.

Education

Bachelor’s degree or equivalent

Job description

Job Description Summary

The Manager of Care Experience and Operations is responsible for assisting in investigating and operationalizing new initiatives to ensure MUSC Health achieves market differentiation for how patients and customers experience care.

Your work will directly support the enhancement of future care experiences so that patients and customers experience care that is frictionless, timely, connected, compassionate and value driven. You will collaborate closely with cross-functional teams to support the adoption of relationship-centered solutions across digital and physical platforms. This role requires a deep understanding of how to deliver high-quality, safe care across the entire care continuum.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type

Regular

Cost Center

CC002345 SYS - Patient Experience

Pay Rate Type

Salary

Pay Grade

Health-32

Scheduled Weekly Hours

40

Job Description

Manager, Care Experience and Operations

The Manager of Care Experience and Operations is responsible for assisting in investigating and operationalizing new initiatives to ensure MUSC Health achieves market differentiation for how patients and customers experience care.

Your work will directly support the enhancement of future care experiences so that patients and customers experience care that is frictionless, timely, connected, compassionate and value driven. You will collaborate closely with cross-functional teams to support the adoption of relationship-centered solutions across digital and physical platforms. This role requires a deep understanding of how to deliver high-quality, safe care across the entire care continuum.

Reporting Structure

This individual will report to the Director of Care Experience and Operations for MUSC Health. This individual will also collaborate closely with other senior leaders at the enterprise level.

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%.

Minimal Qualifications

• Bachelor’s degree or equivalent education and/or relevant work experience
• 8 years progressive work experience and 3 years management experience

Optional Additional Experience

• MBA (preferred) or similar master level education
• User Experience (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

Additional Job Description

Education: Bachelor's degree or equivalent education and/or relevant work experience

Work Experience: 8 years progressive work experience and 3 years management experience

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees