Senior Manager, Customer Centricity – Business Cards & Payments
Capital One
Manager, Experience of Care
Bon Secours Mercy Health
full-time
Posted on:
Location Type: Remote
Location: Remote • Ohio • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Deploys system and market experience of care strategies, tactics, and behaviors.
- Institutes structure and processes that drive standardization of practices and policies across assigned market to continually drive quality and efficiency.
- Supports facility leadership by serving as a subject matter expert through data insight and training for understanding of their reports, provides support/guidance and patient experience reporting in appropriate venues/meetings.
- Participates in system and market experience of care committees and workgroups to consult and collaborate on system experience of care strategies and initiatives.
- Serves as a primary resource providing guidance, coaching, direction, and training to BSMH associates.
- Supports market leadership by providing reports, deep dive data drills, and organizes data analytics resources in partnership with regional director for meetings and other requests.
- Review EOC KPI targets and data regularly, identifies areas of strength and those with opportunities, drives performance based with collaborating leaders based on results while providing consistent feedback.
- Works in conjunction with Experience of Care and Market Leadership to develop market vision and strategic planning and implementation of strategies for patient experience.
- Serves, manages, and supports internal and external stakeholders and customers across the continuum of care.
- Participates as a team member and is accountable for own work responsibilities within assigned market or initiative.
Requirements
- One of the following (required): Education Bachelors, Healthcare, Nursing, or related field (required)
- 1 year experience with experience of care/customer relations (required)
- 1 year experience in an operational leadership role in a hospital setting (required)
Benefits
- Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
- Medical, dental, vision, prescription coverage, HAS/FSA options, life insurance, mental health resources and discounts
- Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
- Tuition assistance, professional development and continuing education support
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analyticsdata insightreportingKPI analysisstrategic planningperformance management
Soft skills
coachingguidancecollaborationcommunicationaccountability
Certifications
Bachelor's degree
