Senior Manager Patient Experience *Remote*
Providence
Senior Manager, Patient Experience
Providence
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Senior Manager Patient Experience for the Patient Engagement Center (PEC) and in partnership with the Executive Director will be responsible for meeting and exceeding program requirements of a centralized model contact center.
- This individual will be responsible for ensuring the consistent success and reliability of all PEC programs, focusing on essential tools, platform stability, data integrity, and technology support.
- Their role is crucial in enhancing the patient telephone experience for over 600K calls each year.
- Providence caregivers are not simply valued – they’re invaluable. Join our team at Providence Strategic And Management Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect.
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.
