Care Experience and Operations Manager - Medical Practice

Medical University of South Carolina • Charleston, SC

19d • Onsite

About The Position

The Manager of Care Experience and Operations is responsible for assisting in investigating and operationalizing new initiatives to ensure MUSC Health achieves market differentiation for how patients and customers experience care. Your work will directly support the enhancement of future care experiences so that patients and customers experience care that is frictionless, timely, connected, compassionate, and value driven. You will identify “pain points” throughout the continuum of care, design and lead transformational improvement. You will use current voice of customer methods and other qualitative and quantitative research methods to uncover market trends, patient preferences and growth opportunities, while ensuring alignment across all MUSC Health touch points. You will collaborate closely with cross-functional teams to support the adoption of relationship-centered solutions across digital and physical platforms. This role requires a deep understanding of how to deliver high-quality, safe care across the entire care continuum.

Requirements

• Healthcare Experience
• Understanding of regulatory requirements for clinical care
• EPIC tools, documentation, and Clinical workflow experience
• Experience with Press Ganey or similar tools
• Project Management Experience
• MBA (preferred) or similar master level education with a business concentration
• Data visualization tools like Tableau, Qualtrics, PowerBi (preferred), etc.
• Bachelor's Degree or Equivalent Work Experience
• 7 years progressive work experience
• 2 years management experience

Nice To Haves

• User Experience (UX), human-centered design, and journey mapping experience

Responsibilities

• Function as one of MUSC Health’s care experience experts by leveraging your experience and understanding of the multiple patient touch points to facilitate the development and implementation of evidence-based healthcare practices that consistently exceed the expectations of patients and customers.
• Implement and manage enhancements to how MUSC Health delivers care across the care continuum through leading assigned key touchpoint projects within medical practice care sites that allows personalization.
• Through a data-driven and scientific approach, support the implementation of evaluation processes established by senior leadership, to identify and monitor key performance indicators and relevant outcomes across the care continuum (patient/customer journey) to help achieve MUSC’s aspiration goals.
• With a keen focus on medical practice, work to enhance current care experiences, and design, and adopt innovative concepts to enhance the experience for all.
• Utilize standard project management methods and tools to ensure transformational experience changes are achieved on time and on budget.
• Use data visualization methods to illustrate voice of the customer/patient to enhance current care journeys and identify opportunities to create new offerings that will enable MUSC Health to achieve our ambition.
• Contribute to building linkages between experience data, operational metrics, and care team member engagement metrics to support the adoption of efficient, effective, and value-driven improvement strategies that ultimately lead to better outcomes.
• Promote systemwide adoption and utilization of Relation-Centered Communication (RCC) techniques.
• Approximately 75% of this role will be devoted to leading, partnering, and coaching clinical leaders and staff to enhance or create workflows that promote “systemness” resulting in an elevated care experience for all, regardless of location.
• Travel across the enterprise will be required. Most travel will consist of “day trips,” but all travel should not exceed 25%.

Benefits

• The Medical University of South Carolina is an Equal Opportunity Employer.
• MUSC participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager