Current jobs related to Sr. Manager of Patient Experience - Lone Tree - CCRM Fertility

  • Patient Experience Senior Manager

    4 weeks ago

    Lone Tree, United States CCRM Fertility Full time

    CCRM FertilityPatient Experience Senior ManagerHybrid opportunity – 2 days on site / 3 remoteLone Tree, Colorado 80124Salary Range: 95K – 115K + bonus Qualified candidates should possess: 3+ years call center/contact center management experienceExperience in broad patient experience initiativesDetailed knowledge of contact center operations (Analytics,...

  • Patient Experience Senior Manager

    2 months ago

    Lone Tree, United States CCRM Fertility Full time

    CCRM FertilityPatient Experience Senior ManagerHybrid opportunity – 2 days on site / 3 remoteLone Tree, Colorado 80124Salary Range: 95K – 115K + bonus Qualified candidates should possess: 3+ years call center/contact center management experienceExperience in broad patient experience initiativesDetailed knowledge of contact center operations (Analytics,...

  • Sr Systems Security Manager

    2 days ago

    Lone Tree, United States SNC Full time

    As a Sr Systems Security Manager (SSM) and be responsible for defining, implementing, and maintaining information security policies. As an SSM you will serve as the principal advisor on all matters technical and otherwise involving information systems and security. You will provide oversight of the systems security team, leading projects, meeting deadlines,...

  • Sr Program Manager

    4 weeks ago

    Lone Tree, United States SNC Full time

    Are you passionate about program management and looking for your next career move into a collaborative and supportive cross-functional environment? We have a great opportunity for you! As a Sr Program Manager, you will be driving the business operations at SNC through your skills and expertise. You will be responsible for all programmatic aspects of your...

  • Sr. Manager, Production Support

    2 weeks ago

    LONE TREE, United States Charles Schwab Full time

    Position Type: RegularYour opportunityAt Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together. As a Sr. Manager, Production Support, you will be leading and mentoring a team of Site Reliability Engineers...

  • Sr Salesforce QA

    2 months ago

    Lone Tree, United States Insight Global Full time

    Sr Salesforce QADuration: 12 month contract with possible extensions or conversionPay: up to $67/hr A large financial services company is looking for a Sr Salesforce QA resources to join their team in September! This team is looking for a senior resource who can hit the ground running within a salesforce environment with black box testing, risk-based...

  • Sr Salesforce QA

    2 months ago

    Lone Tree, United States Insight Global Full time

    Sr Salesforce QADuration: 12 month contract with possible extensions or conversionPay: up to $67/hr A large financial services company is looking for a Sr Salesforce QA resources to join their team in September! This team is looking for a senior resource who can hit the ground running within a salesforce environment with black box testing, risk-based...

  • Sr. Field Maintenance Technician

    2 weeks ago

    lone tree, United States Waterway Carwash Full time

    Overview: Waterway Carwash has an immediate opportunity for a multi-facility Sr. Field Maintenance Technician supporting Waterways Denver locations. This position performs and coordinates all necessary and ongoing maintenance of the car wash systems and technology while simultaneously being responsible for each location’s preventative maintenance schedule,...

  • Sr. Manager, Wealth Advisor

    2 months ago

    Lone Tree, United States Charles Schwab Full time

    Position Type: RegularYour opportunity At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together. As a Sr. Manager, Wealth Advisor within Schwab Wealth Advisory (SWA), you are joining a premier, fee-based,...

  • Sr. Supply Chain Analyst

    1 month ago

    Lone Tree, United States Kiewit Full time

    Requisition ID: 173815  Job Level: Mid Level  Home District/Group: DHO Kiewit Supply Network  Department: Supply Chain Management  Market: Corporate Home Office  Employment Type: Full Time    Position Overview As a Sr. Supply Chain Analyst, you will work with business users to understand challenges and build analytical solutions...

  • Patient Access Specialist Sr

    4 weeks ago

    Lone Tree, United States UC Health Full time

    Description Location: UCHealth Lone Tree Health Center, US:CO:Lone TreeDepartment: HRH Rad SupportFTE: Full Time, 1.0, 80.00 hours per pay period (2 weeks)Shift: EveningsPay: $19.10 - $24.83 / hour. Pay is dependent on applicant's relevant experienceAt UCHealth, We Improve Lives Responsibilities:Schedules appointments, follow-up appointments, and assigns...

  • Sr. Field Maintenance Technician

    3 weeks ago

    Lone Tree, United States Waterway Carwash Full time

    Overview: Waterway Carwash has an immediate opportunity for a multi-facility Sr. Field Maintenance Technician supporting Waterways Denver locations. This position performs and coordinates all necessary and ongoing maintenance of the car wash systems and technology while simultaneously being responsible for each location’s preventative maintenance schedule,...

  • Sr Director Quality

    1 month ago

    Lone Tree, United States SNC Full time

    As Sr Director Quality, you will be responsible for the overall direction and implementation of quality evaluation, control systems, and protocols for processing materials into partially finished or finished materials product while ensuring efficient conformance to industry standards and compliance to regulatory requirements. You'll be using your skills and...

  • Sr. Systems Security Engineer

    2 months ago

    Lone Tree, United States SNC Full time

    SNC has led thoughtful and disruptive change in the aerospace and defense industry for the past 60 years and now, we’re applying this tenacity and expertise to the U.S. Air Force’s (USAF) Survivable Airborne Operations Center (SAOC) mission. Join the SNC-led SAOC team and be a part of exciting and meaningful work to modernize and deliver the...

  • Patient Care Tech PRN

    3 weeks ago

    Lone Tree, United States HCA Full time

    Description Hourly Wage Estimate: 21.52 - 28.50 / hour Learn more about the benefits offered for this job. The estimate displayed represents the typical wage range of candidates hired. Factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already...

  • Patient Care Tech PRN

    3 weeks ago

    Lone Tree, United States HCA HealthONE Sky Ridge Full time

    Description Hourly Wage Estimate: $21.52 - $28.50 / hourLearn more about the benefits offered for this job. The estimate displayed represents the typical wage range of candidates hired. Factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in...

  • Patient Care Tech PRN

    3 weeks ago

    Lone Tree, United States HCA HealthONE Sky Ridge Full time

    Description Hourly Wage Estimate: $21.52 - $28.50 / hourLearn more about the benefits offered for this job. The estimate displayed represents the typical wage range of candidates hired. Factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in...

  • Sr. Net Developer

    2 days ago

    LONE TREE, United States Charles Schwab Full time

    Position Type: RegularYour opportunityThe Compliance & Legal Services Technology (CLST) organization leads a coordinated technology approach to continually improve Schwab’s Corporate Systems platforms.  Our team is seeking a talented Sr. Staff, Software Applications Engineer, who embraces being technical leader and has a real passion for using state of...

  • OR Patient Care Rep

    2 weeks ago

    Lone Tree, United States HCA HealthONE Sky Ridge Full time

    Description Hourly Wage Estimate: $19.68 - $27.56 / hour Learn more about the benefits offered for this job. The estimate displayed represents the typical wage range of candidates hired. Factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already...

  • OR Patient Care Rep

    2 weeks ago

    Lone Tree, United States HCA HealthONE Sky Ridge Full time

    Description Hourly Wage Estimate: $19.68 - $27.56 / hour Learn more about the benefits offered for this job. The estimate displayed represents the typical wage range of candidates hired. Factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already...

Sr. Manager of Patient Experience

3 months ago

Lone Tree, United States CCRM Fertility Full time
Job DescriptionJob DescriptionPosition Summary

The Patient Experience Senior Manager is responsible for advancing patient experience through two primary areas: The Patient Support Center (PSC), and Voice of the Customer (VoC) initiatives.

The PSC is the centralized contact center that primarily supports new patient scheduling. This role will provide oversight to PSC staff, maintain a high-performing and efficient team, and promote a team environment that supports and facilitates the delivery of superior customer service to both internal and external clients. The PSC is the first point of contact for the majority of CCRM’s potential new patients, so this position is critical in setting the tone for the new patient experience.

VoC initiatives are inclusive of internal surveys including Net Promoter Score, and online review management. There will be significant engagement with practice leadership and physicians at CCRM locations to understand and review patient feedback, data trending and analysis, and reporting expectations for the Executive Leadership Team.

This is a highly visible role that will report to the Senior Director of Patient Engagement and may include collaboration on additional patient experience opportunities not defined above. At this time, the role is hybrid with 2 days per week expected in office at our Lone Tree location.

What You’ll Do
  • Oversee contact center, including, but not limited to, leader and team development, management of KPIs, and reporting and analytics
  • Lead the implementation of technology improvement initiatives impacting contact center (chat, self-scheduling, training development, etc)
  • Explore survey framework for First Call Resolution/Rep Resolve
  • Monitor VoC initiatives to trend issues by organization and site, providing recommendations for improvement opportunities
  • Monthly scorecards and reporting to ELT
  • Strategic planning for future initiatives that improve patient experience across the organization
  • Support Senior Director in fostering a culture of excellence, growth, and accountability
  • Other duties as assigned
Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, tasks, duties, or responsibilities that are required of this position. Duties, responsibilities, tasks, and activities of this position are subject to change at any time with or without notice.

Required Knowledge, Skills and Abilities
  • Strong knowledge of contact center operations (KPIs, QA programs, training, etc)
  • Strong understanding of customer surveys, including NPS
  • Previous EMR experience, preferred
  • Must consistently display a positive attitude and flexibility in changing situations
  • Participate in identifying problems and suggesting solutions
  • Maintain strict confidentiality for all patient and clinic information, consistent with established security and confidentiality policies and HIPAA regulations, at all times
  • Excellent verbal and written communication skills.
  • Strong supervisory and leadership skills.
  • Ability to function well in a high-paced and at times stressful environment.
  • Proficient with Microsoft Office Suite or related software.
Education and Experience
  • High school diploma and/or GED required
  • 3+ years call center/contact center management experience
  • Experience in patient experience initiatives
  • Detailed knowledge of contact center operations (KPIs, QA, training, etc)
  • Strong understanding of customer surveys, including NPS
Supervisory Responsibilities
  • Lead team of 30+ agents, both direct and indirect to include managers and supervisors
  • Recruits, interviews, hires, and trains direct reports.
  • Oversees the daily workflow of the staff and department.
  • Provides constructive and timely performance evaluations.
  • Handles discipline and termination of employees in accordance with Company policies.
  • Provide additional supervisory responsibilities as needed
Working Conditions
  • Prolonged periods of sitting at a desk and working on a computer.
  • Prolonged period of preparing and analyzing data and figures.
  • Prolonged periods of standing, bending, sitting, kneeling.
  • Ability to occasionally lift up to 15 pounds.
  • Professional office environment with daily use of standard office equipment such as computers, telephones, photocopiers, and scanners.