Patient Experience Operations Leader - Hybrid

Orchid Health; Eugene, Northern (OR, KY); Hybrid; USD 130,872,000 - 158,424,000; Full time

Benefits offered by this job

Medical, Dental, & Vision coverage

Wellness Benefit - $1000/year

401(k) with company match

Continuing Education budget

Employee Assistance Program

128 hours PTO per year

Paid inclement weather leave

8 paid holidays + birthday off

Free care for team and families

Job summary

Orchid Health, based in Lane County, Oregon, is seeking a Patient Experience Operations Manager to support self-managed clinic teams and drive patient satisfaction across multiple clinics. The role emphasizes coaching, operational improvements, and alignment with Orchid’s four pillars and values.

The position is Monday–Friday, 8:00am–5:00pm, hybrid with some in-person clinic visits. Comprehensive benefits and a focus on health equity guide this team-driven environment.

Responsibilities

• Coach and support clinic teams in strengthening workflows, staffing models, and day-to-day operations.
• Help teams identify operational challenges, develop solutions, and implement improvements.
• Support teams in maintaining alignment with Orchid’s values, operating standards, and strategic priorities.
• Partner with clinic leaders and other operational roles to support healthy, effective clinic teams.
• Serve as the organization’s subject matter expert for patient experience, patient satisfaction, service recovery, and the PSS role.
• Support and supervise Pod PSS Supervisors and provide guidance around PSS performance, workflows, staffing, and role expectations.
• Lead Orchid’s Pillar 2 – Trusting Patient Relationships Health Committee.
• Develop and implement strategies to improve patient satisfaction, engagement, and overall experience.
• Review patient feedback, NPS results, Athena reporting, and other data to identify trends, successes, and opportunities for improvement.

Job description

Orchid Health, based in Lane County, Oregon, is seeking a Patient Experience Operations Manager to support self-managed clinic teams and drive patient satisfaction across multiple clinics. The role emphasizes coaching, operational improvements, and alignment with Orchid’s four pillars and values.

The position is Monday–Friday, 8:00am–5:00pm, hybrid with some in-person clinic visits. Comprehensive benefits and a focus on health equity guide this team-driven environment.