Job Description

Job Responsibilities:

Leads the development and implementation of home-based care coordination and discharge planning processes to support effective patient transitions across the continuum of care. Serves as a key liaison between internal and external stakeholders to improve care coordination, referral management, service integration, and access to community-based resources. Oversees provider network management and utilization activities to ensure appropriate access, quality, and operational effectiveness across designated service areas and health plan products. Collaborates with clinical, operational, and administrative leaders to enhance care delivery, patient outcomes, and system performance.

Role Accountabilities

• Oversees the development and execution of comprehensive patient experience strategies that align with the organization’s mission, vision, and values, ensuring a unified approach across all levels of the organization.
• Provides visionary leadership and strategic direction to enhance patient satisfaction and overall experience, working in close partnership with the executive leadership team to embed patient experience goals into the organization's overarching strategic plan.
• Champions the design and oversight of large-scale programs aimed at improving patient experience, including advanced service excellence initiatives and sophisticated patient feedback mechanisms, ensuring consistent patient interactions across all departments.
• Monitors and evaluates the effectiveness of patient experience programs at a macro level, making strategic adjustments to achieve desired outcomes and drive continuous improvement in service delivery.
• Guides and mentors senior leaders and department heads in engaging patients and families in the development and enhancement of patient experience initiatives, promoting a culture of inclusivity and patient-centered care.
• Ensures that patient and family perspectives are systematically integrated into high-level organizational decision-making processes, fostering a pervasive culture of patient-centered care throughout the organization.
• Develops and implements training programs for executive and senior staff to enhance their ability to deliver patient care and service, providing high-level coaching and support on patient experience best practices and communication skills.
• Establishes and oversees the implementation of sophisticated metrics and benchmarks to measure patient satisfaction and experience, analyzing comprehensive patient feedback data to identify trends, areas for improvement, and opportunities for innovation at an organizational level.
• Collaborates with senior department leaders to develop and implement strategic action plans to address identified issues and enhance patient experience, ensuring swift and effective resolution of patient complaints and concerns through advanced service recovery processes.
• Identifies and addresses critical issues requiring immediate attention to ensure patient safety and satisfaction, applying principles of crisis management to handle situations efficiently and effectively.
• Ensures compliance with all relevant regulatory standards and requirements related to patient experience, coordinating high-level activities to maintain continual compliance with regulatory agencies and industry best practices.

Qualifications:

• Master's Degree in healthcare administration, nursing, or a health related field (Required)
• Minimum of 10 Years of Experience of experience in healthcare management, with a focus on patient experience and home-based care services (Required)
• 5 Years of Management Experience in a Role with Significant Business Impact (Required)
• Navigate rapidly changing situations, from evolving patient needs to technological advancements, by remaining flexible, continuously learning, embracing new challenges, and quickly recovering from setbacks.

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