Manager, Patient Experience

The Manager, Patient Experience will be responsible for the daily operations and personnel training for the Member Services and Call Center departments. The Manager, Patient Experience will ensure representatives follow established policies for addressing member inquiries and meet service quality goals. This person will also serve as a liaison between NEMS and health plans in handling and responding to member complaints. The Manager, Patient Experience will aim for maximum efficiency, cost effectiveness, and ensure technology is utilized to leverage maximum output. This person must be organized, reliable, have excellent customer service and is a results-driven professional.

ESSENTIAL JOB FUNCTIONS:

• Manages Member Services and Call Center teams to increase efficiency and productivity of both teams by optimizing HR resources, allocations, and utilization of technologies.
• Establishes processes for patient outreach and campaigns
• Manages the effectiveness of patient outreach and campaign efforts and implements process improvement initiatives  
• Oversees maintenance and optimization of patient outreach and engagement tools.
• Identifies, evaluates, recommends, and implements new or improved patient engagement tools.
• Responsible for optimizing patient check-in experience in the clinics and on websites (e.g., check in kiosk, tablets, online scheduling, and payment).
• Develops and deploys patient satisfaction survey continuous process improvement initiatives.
• Establishes work procedures and processes that supports the organization and departmental standards, procedures, and strategic directives.
• Maintains and improves Member Services and Call Center operations by monitoring systems performance via collecting, analyzing, and reporting data trends, and with key metrics (accuracy, call-waiting time, etc.).; monitors and reports membership in NEMS and program performance metrics to senior management.
• Collaborates with other departments on responding to patient issues, communications, operational and planning matter.
• Responsible for management of budget, costs, methods, and personnel. 
• Responsible for carrying out supervisory/managerial responsibilities in accordance with the organization's policies and applicable laws; develops department policies and procedures.
• Hires, coaches, and provides training to personnel to maintain high customer service standards. 
• Conducts effective resource planning to maximize the productivity of resources such as, people and technology.
• Manages Member Services team to meet established departmental and organizational goals each year and implements strategies to meet these goals.
• Leads or contributes in organizational-wide initiatives; Participates or chairs committee meetings with internal departments and outside agencies to enhance service delivery
• Develops and maintains critical internal and external relationships. 
• Drafts memos and responses to internal and external customers/entities/patients.
• Resolves member grievances by reviewing all member complaints and suggestions; works with department manager and help facilitate in the grievance process.
• Reviews cases to determine hardship status and eligibility for NEMS financial assistance. 
• Keeps up to date with changes in rules and policies to ensure continuity of service or benefit delivery by staff to patients. 
• Assists senior management in determining recommendations for Income Eligibility Guidelines, sliding fee schedules and other related policies.
• Participates in community activities as appropriate.
• Performs other job duties as required by manager/supervisor.

QUALIFICATIONS:

• Completion of a Bachelor's degree in Health Education, Social Work, Health Science, Psychology or related fields.
• At least 5 years of supervising experience in a medical, clinic and/or Call Center or benefit navigation   
• Experience in systematic evaluation of patient engagement technological platforms and obtaining organizational-wide adoptions
• Experience in patient experience improvement projects
• Highly organized, data driven and results-oriented; has knowledge of performance evaluation and customer service metrics
• Excellent organizational and leadership skills with a problem-solving ability; Excellent verbal and written communication skills
• Medical clinic experience as front desk or medical assistant is highly desirable
• Experience with CAHPS survey is highly desirable

• Solid understanding of reporting and budgeting procedures
• Knowledge of systems related to registration as well as Medicare, Medi-Cal, Covered California, CalFresh, State and County programs
• Ability to communicate with people of all socio-economic levels and familiarity with the cultural make-up of the community with existing resources (health, social services, etc.)
• Proficient in MS Office, Excel, and Call Center and Member Services equipment/software programs

LANGUAGE:

• Must be able to fluently speak, read and write English.
• Fluent in other languages are an asset. 

STATUS:

This is an FLSA exempt position.
This is not an OSHA high-risk position.

NEMS is proud to be an Equal Opportunity Employer welcoming diversity in our workforce. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

NEMS BENEFITS: Competitive benefits, including free medical, dental and vision insurance for employee, spouse and/or children; and company contribution to 401(k).