Manager, Care Experience and Operations

C002 Medical University Hospital Authority (MUHA); United States; On-site; USD 120,000 - 180,000; Full time

Job summary

The Manager of Care Experience and Operations at Medical University of South Carolina (MUSC Health) leads efforts to investigate and operationalize new initiatives that differentiate how patients and customers experience care across digital and in-person channels.

You will collaborate with cross-functional teams to implement relationship-centered solutions, monitor key metrics, and drive improvements that are safe, timely, and value-driven.

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 projects and collaborate with cross-functional teams to enhance patient journeys.
• Implement evidence-based healthcare practices that exceed expectations across the care continuum.
• Utilize data-driven evaluation processes to monitor KPIs and outcomes.
• Promote relationship-centered communication techniques across the organization.
• Develop and optimize clinical workflows in partnership with clinicians and staff.
• Travel up to 25% to support enterprise-wide initiatives.

Education

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

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.

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

Equal Opportunity Employer

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.

E-Verify

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

About Us

Thank you for wanting to be part of the Medical University of South Carolina team. Whether you want to teach the next generation of health care leaders, innovate new business models, discover the next breakthrough or provide patient care, there's a role for you that fuels your passion and takes advantage of your skills. There are career opportunities available in academics, research, hospital medicine, physician practices and support services, from patient billing to IT. As an applicant, you can search jobs for all MUSC entities as well as search by category and location. MUSC attracts more than $250 million annually in research funding, making it the biggest magnet for biomedical, extramural research dollars of all institutions of higher learning in South Carolina. The Clinical and Translational Science Award (CTSA) Program aims to advance clinical and translational science to increase the speed at which new treatments become available to patients. MUSC Health, the clinical enterprise, operates a 750 bed medical center, which includes a nationally recognized Children’s Hospital, the Ashley River Tower (cardiovascular, digestive disease, and surgical oncology), Hollings Cancer Center (one of fewer than 70 elite National Cancer Institute designated centers), a Level I Trauma Center and the Institute of Psychiatry. In addition, there are more than 100 outreach clinics, hospital/health system affiliations, and telehealth sites. U.S. News & World Report placed us among the top one percent of all American hospitals, with 11 specialties in the top 50. The MUSC Medical Center is also one of only three Magnet® designated hospitals in South Carolina.