Patient Experience Senior Manager

1 week ago

Littleton, Colorado, United States CCRM Fertility Full time
Job Title: Patient Experience Senior Manager

Career Opportunity at CCRM Fertility

About the Role

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

Key Responsibilities
  • Oversee contact center operations, including leader and team development, management of KPIs, and reporting and analytics.
  • Lead the implementation of technology improvement initiatives impacting contact center, such as chat, self-scheduling, and training development.
  • 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 the Executive Leadership Team.
  • Strategic planning for future initiatives that improve patient experience across the organization.
  • Support the Senior Director in fostering a culture of excellence, growth, and accountability.
Requirements
  • Strong knowledge of contact center operations, including KPIs, QA programs, and training.
  • 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.
  • 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, including KPIs, QA, and training.
  • Strong understanding of customer surveys, including NPS.
Working Conditions
  • Prolonged periods of sitting at a desk and working on a computer.
  • Prolonged periods 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.

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