Vice President, Patient Experience

Description

Who We Are

At Panorama Eyecare, we are not just a team; we are a community of dedicated professionals united in our quest to provide the best eyecare anywhere. Our unflinching commitment to excellence and our core values are what make us an Employer of Choice. Join us in shaping the future of eyecare as we thrive together!? 

The Position:

As a Vice President, Patient Experience at Panorama Eyecare, you will play a pivotal role in our mission to deliver the best eyecare. You'll be part of a collaborative team that values Partnership, Engagement, Excellence, and Stewardship. Together, we create an environment where mutual respect is at the forefront, equipping you with the tools, training, and empowerment necessary to excel in your role. 

This role leads the development and implementation of patient experience strategy that supports the organizations values and dedication to patient care. This position is responsible for creating and leading the execution of initiatives to nurture a patient-centric culture while overseeing call center operations, referral management, and scheduling while supporting clinical operations. This role establishes processes for collecting, measuring, and analyzing patient experience data and KPIs to identify areas for improvement and oversees the development and execution of role-based training models to enhance each patient interaction.  

Responsibilities:

• Develops and implements the patient experience strategic planning and goal-setting process in alignment with organizational strategies, mission, and vision. 
• Recommends technology-based solutions to enhance the patient experience. 
• Directs the implementation and execution of best practices to improve provider, leader, staff, and patient/family experiences. 
• Analyzes internal and external patient experience metrics and other performance analytics to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended action plans to improve the patient experience. 
• Develops and implements coaching strategies that drive and support patient experience improvement initiatives system-wide. 
• Responsible for overall management of call center, front desk, referrals, and scheduling teams inclusive of hiring, training, and performance management in accordance with all applicable laws and policies. 
• Collaborates with leadership and staff to identify and mitigate barriers identified through qualitative and quantitative patient experience data. 
• Influences transparency and accountability through the dissemination of targeted reports, data, and focused action plans related to improving the patient experience. 
• Designs and implements training and educational resources to support professional development related to improving organizational effectiveness for patient experience. 
• Prepares and presents oral and written reports to stakeholders and leadership related to patient experience initiatives and progress toward achieving strategic goals. 
• Partners with Marketing and other internal teams to represent the organization in external partnerships. 
• Performs other related duties and participates in special projects as assigned. 

Requirements

Who You Are

Performance/Skills Requirements:

• Experience with Electronic Medical Records systems and other patient experience support technologies required. 
• Strong analytical, critical thinking, and problem-solving skills with an ability to quickly and dependably resolve issues and concerns. 
• Exceptional customer service skills and ability to leverage technology to enhance the patient experience. 
• Strong process improvement mindset with experience leading projects and large-scale change initiatives. 
• Proven experience developing short- and long-term strategies that contribute to the growth of the organization with the ability to translate complex strategies into actionable plans. Partners with Executive Leadership to inform organization-wide strategic direction. 
• Proficiency with Microsoft Office suite and proven track record of leverage data to drive decision making. 

Education/Certifications/Experience:

• Bachelor’s degree in a relevant field of study or equivalent experience. 
• Minimum 5 years of experience in a healthcare setting is required. 
• Minimum of 10 years managerial experience required, preferably with large and geographically disbursed teams.  

Additional Job Details:

This is a full-time position based in Fort Collins, CO. 

Compensation for this role will be $150,000- $180,000 annually based on experience/certification. 

This position is eligible for a 15% annual bonus.

Our Growth Opportunities

At Panorama Eyecare, we care about our employees’ ability to grow within the company. Therefore, we have created career growth plans that allow employees the ability to work toward their professional growth. We encourage all employees to apply for internal openings they may be qualified for, and we welcome the opportunity to interview and coach employees on how to grow.? 

Our Employee Perks

PTO Accruals Start at 3 Weeks 

Comprehensive Medical and Dental Insurance 

Company Paid Optical Allowance 

Company Paid Routine Eye Care 

Short Term and Long-Term Disability Insurances 

Educational Allowance 

Generous Paid Holiday Program 

401K With Company Match 

Join Our Team!

Embark on a rewarding journey with Panorama Eyecare and become part of a team that embodies the values of Partnership, Engagement, Excellence, and Stewardship. As an Eyecare Professional, you will not only provide exceptional patient care, but also shape the future of our practices. Together, we are transforming the eyecare landscape. Apply now and let your passion for excellence and patient well-being shine!? 

EEOC

Panorama Eyecare is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any characteristic protected by law. 

Salary : $150,000 - $180,000