Manager, Patient Experience

2000 16th Street, Denver, Colorado, 80202, United States of America

Job Description

As a Patient Experience (PX) Team, we want patients to feel safe, cared about, empowered and hopeful, so that they can live fulfilling lives. We work alongside other teams to better understand the experience of our patients and enact changes to improve aspects of their care to achieve this goal.

The Patient Experience Manager will support efforts to understand and enhance experiences across patient touchpoints. This manager will play a key role in driving programmatic interventions-such as patient service standards (e.g. WE CARE), underperformance management, and business routines-that generate data-driven actions to improve patient experience. The Patient Experience Manager will also foster a patient-centric culture through strategic teammate and patient communications.

This role requires the ability to thrive in a fast-paced and team-oriented environment. A successful individual will be organized, detail oriented, able to balance multiple priorities at once and a proactive communicator.

ESSENTIAL FUNCTION

Data Analysis, Program Design, and Execution: Owns the planning, creation, and execution of interventions to improve patient experience.

• Performs data analysis to conceive of, design, and plan programs, pilots, and strategies to create scaled improvements to patient experience.

• Partners with relevant stakeholders to develop and execute interventions while ensuring seamless workflows and alignment with business objectives.

• Maintains and continuously improves existing customer service standards program. Ensures approach is informed by patient insights and perception data.

Project Management:

• Designs and executes project strategy and goals, measures outcomes and delivers results with support of leaders.

• Manages projects from concept to execution and can prioritize and organize multiple projects simultaneously.

• Effectively collaborates, problem solves, and engages stakeholders to drive outcomes.

• Able to leverage data to turn insights into action and measure the impacts of those actions.

Training and Development: Develop appropriate and relevant training for stakeholders based on program and PX business needs.

Strategic storytelling: In close partnership with other teams, design stories that communicate the value of patient-centric routines and interventions to drive additional action.

Drive patient communication alignment: Working closely with the Director of Patient Experience and other leaders, support the effort to understand patient communication use cases and drive consistency in standards for physical and digital communications.

EDUCATION AND EXPERIENCE

• 4-6 years relevant experience

• Bachelors degree required

• Healthcare experience preferred

• Experience in change management or Training and Development helpful but not required

• Strong written, verbal, and interpersonal communication skills

• Understanding of communication strategy, content development, and channel delivery helpful but not required

Here is what you can expect when you join our Village:

• A "community first, company second" culture based on Core Values that really matter.

• Clinical outcomes consistently ranked above the national average.

• Award-winning education and training across multiple career paths to help you reach your potential.

• Performance-based rewards based on stellar individual and team contributions.

• A comprehensive benefits package designed to enhance your health, your financial well-being and your future.

• Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation.

Join us as we pursue our vision "To Build the Greatest Healthcare Community the World has Ever Seen."

Why wait? Explore a career with DaVita today.

Go to http://careers.davita.com to learn more or apply.

What We'll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out

• Support for you and your family: Family resources, EAP counseling sessions, access Headspace, backup child and elder care, maternity/paternity leave and more

• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.

• #LI-CM2

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed Diversity & Belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and an affirmative action employer. As such, individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

Applications are accepted on an ongoing basis.

Salary/ Wage Range

$75,200.00 - $110,400.00 / year

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience and may fall outside of the range shown. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits