What are the responsibilities and job description for the Patient Experience Program Manager, One Medical AHS Model Experience position at One Medical?
Taking a research-based and data-driven approach while grounded in empathy and respect, the Program Manager will work collaboratively with cross-functional leaders to drive business goals and implement the strategic vision and roadmap for the overarching member experience and the programs that support our human-centered approach to patient care.
With a passion for developing data-driven programs, you are an expert in defining, researching, and implementing high-impact, human-centered experiences. You thrive in large, cross-functional environments while supporting and leading multiple projects simultaneously. A natural mentor, you enjoy supporting and developing first-line managers. If you are a self-starter, an experienced leader, and a team player, we would love to hear from you!
Key Job Responsibilities
- Develop, drive implementation, and drive improvement for member experience metrics and voice of customer programs through our external survey vendor.
- Analyze metrics to drive focus areas with Clinical and Operational Leaders to have the highest impact on improving the patient experience.
- Manage patient feedback cases to drive root cause analysis and service recovery.
- Design and lead Model Experience workshops to improve a variety of member and team member experience touchpoints, and increase organizational awareness of member experience feedback.
- Represent the Model Experience team to the broader organization and align with department stakeholders (Providers, Regional Leadership, other corporate departments) on key interaction needs and company-wide SOPs.
- Create and implement improved communication workflows for voice of the customer feedback, collaborating with local field leaders to drive successful adoption.
- Serve as a subject matter expert to design training, materials, and tools for operational leaders to understand and improve the member and team member experience.
A Day in the Life
About The Team
Grounded in C-I-CARE and a passion for improving the patient experience, the Model Experience team supports our Clinical and Operational leaders in driving a delightful experience in every interaction, every day. We support one another but work independently on projects that impact all areas of the organization.
Basic Qualifications
Preferred Qualifications
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Los Angeles County applicants : Job duties for this position include : work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information. If the country / region you're applying in isn't listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800 / year in our lowest geographic market up to $142,800 / year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and / or other benefits. For more information, please visit this link. This position will remain posted until filled. Applicants should apply via our internal or external career site.
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Salary : $66,800 - $142,800
