Senior Manager of Patient Experience

SUMMARY: The Senior Manager of Patient Experience is responsible for overseeing patient - related services in a community oncology setting to ensure high – quality care at a lower cost across multiple clinic locations. This role involves managing key departments such as Medical Records, Scheduling, the Call Center, FMLA / Disability, and Transcription while ensuring compliance with policies, budgets, and regulatory standards.

Essential Duties And Responsibilities

The essential duties and responsibilities of this job include the following. These are the duties that define this job and are required to be performed by the incumbent. Other essential duties may be assigned.

• Available when the clinic is open and as needed
• In collaboration with department managers, oversee the operations of Patient Access, New Patient Scheduling, Medical Records, the Call Center, FMLA/Disability, and Transcription
• Develop and implement strategies to optimize workflows, improve efficiency, and ensure patient safety and quality
• Manage complex projects, such as system upgrades or new services
• Collaborate with department managers to develop department goals in the areas of quality, productivity, and finance
• Implement strategies to meet defined goals
• Monitor and report key performance indicators
• Work closely with senior leadership to ensure alignment with the organization’s overall strategies
• Human Resource responsibilities include recruiting and selecting appropriate candidates; managing performance of assigned staff to include incremental feedback, coaching, and performance management; timecard management to include unexcused absences and paid time off
• Mentor managers and staff by coaching, providing development opportunities, and encouraging problem solving
• Collaborate with the annual creation of department budgets and adhere to them throughout the year
• Foster evidence-based practice and patient - centered care
• Policy and procedure implementation and routine review
• Ensure compliance with regulatory standards
• Technology support as needed

QUALIFICATIONS

In order to qualify for this job, the incumbent must possess the following qualifications or be able to secure them within 90 days.

• EDUCATION AND/OR EXPERIENCE
• Associates or Bachelor’s Degree in healthcare management, business management, nursing, or related field
• Five to ten years of experience with healthcare management
• COMMUNICATION AND LANGUAGE SKILLS
• Active Listening - Engage with patients and staff by attentively listening, clarifying concerns, and responding empathetically
• Clear & Concise Communication - Convey information in a straight forward and professional manner, ensuring understanding across diverse audiences
• Conflict Resolution – Address patient and staff concerns diplomatically, fostering a position and solution - oriented environment
• MATHEMATICAL SKILLS
• Budget Management - Track expenses, manage vendor contracts, and ensure financial compliance with the department
• Data Analysis - Interpret patient experience metrics, staffing reports, and operational data to improve efficiency
• Resource Allocation - Optimize staff scheduling and clinic resources to ensure smooth operations and patient satisfaction
• REASONING ABILITY
• Problem - Solving - Assess patient and staff concerns, identify root causes, and implement effective solutions to enhance patient experience
• Decision - Making - Analyze data, policies, and operational needs to make informed and timely decisions that align with clinic goals
• Critical Thinking - Evaluate processes and workflows to identify opportunities for improvement and ensure efficient, patient - centered care
  

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