Manager, Care Experience and Operations

Medical University of South Carolina•Charleston, SC

2d•Hybrid

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 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

Bachelor’s degree or equivalent education and/or relevant work experience
8 years progressive work experience
3 years management experience

Nice To Haves

MBA (preferred) or similar master level education
User Experience (UX), human centered design and journey mapping experience
Certified as a Relationship-Centered Communication Facilitator (ACH)
Experience with Press Ganey or similar tools
Understanding of regulatory requirements for clinical care
EPIC tools, documentation and Clinical workflow experience
Project Management Experience

Responsibilities

Function as one of MUSC Health’s care experience experts by leveraging your health care experience along with your 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 that allow 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 clinicians and trainees, work to enhance current technology, adopt and deploy innovative concepts to enhance 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 techniques.
Approximately 75% of this role will be devoted to leading, partnering, and coaching clinical leaders and staff to enhance or create clinical workflows that promotes “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%.