Senior Manager, Patient Experience
Providence
Senior Manager Patient Experience *Remote*
Providence
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Senior Manager Patient Experience for the PEC; partner with Executive Director to meet and exceed program requirements of a centralized model contact center.
- Ensure consistency and reliability of all PEC programs; focus on essential tools, platform stability, data integrity, and technology support.
- Enhance the patient telephone experience for over 600K calls annually.
- Providence Strategic And Management Services; values patient-focused, whole-person care.
- Remote work option; candidates in AK, WA, MT, OR, CA, TX or NM encouraged to apply.
Requirements
- Bachelor's Degree Business, Healthcare Management. Or equivalent combination of education and experience.
- 8 years Contact center, customer service, patient services, and/or practice management experience.
- 5 years Healthcare environment experience.
- 5 years Hands on experience with IVR and Telephony tools such as Genesys, Avaya, etc.
- 5 years Hands on experience with CRM tools such as Salesforce, Microsoft Dynamics, etc.
- 4 years Leadership experience.
- Direct responsibility for workforce management - effective skills based scheduling for a large workforce using workforce management tools such as Genesys, Salesforce, TalkDesk, etc.
- Data and financial analysis experience.
- Master's Degree.
- Utilizing AI for contact center operations.
