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Riverside Medical Group is currently seeking a Manager of Patient Experience. This vital leadership role champions the voice of the patient in fostering a culture of continuous, improvement in all aspects of the patient experience. As the Manager of Patient Experience Department, you will lead the Riverside Medical Patient Experience team ensuring timely and empathetic responses to patient feedback and requests. Additionally, you are responsible for analyzing key trends and researching best practices to further enhance patient communication, efficiency and customer satisfaction across our practice sites. This role also manages the Patient Experience Ambassador Program - a network of highly skilled team members within our sites engaged in proactively identifying areas of opportunity and training local staff in optimal customer service tools and techniques 


Primary Responsibilities:

  • Serves as a subject matter expert for patient experience inquires and as an educator for patient rights and service excellence
  • Builds and maintains productive intra-departmental work relationships to optimize operations, processes and efficiencies.
  • Mentors and develops the Patient Experience Team in patient advocacy, problem identification, escalation and resolution
  • Works collaboratively to investigate and resolve concerns with key stakeholders, clinical, operational, revenue cycle, legal, regulatory leadership
  • Works to ensure resolution compliance with government and agency regulations
  • Ensures timely resolution of issues and appropriate verbal and written patient responses
  • Ensures proper documentation and tracking of concerns and issues; identifies trends and prepares Patient Experience reports for leadership review
  • Prepares analyses of patient survey data including comment reports
  • Analyses patient experience key performance indicators (KPI) using a variety of data sources (including but not limited to; CGCAHPS, NPS, engagement scores, access, complaints/compliments, disenrollment rates, wait times, efficiencies, etc.)
  • Strategically utilizes performance data to identify strengths, improvement opportunities, and recommends actionable interventions to achieve top decile patient experience performance
  • Measures the impact of patient experience initiatives from pre- to post- implementation
  • Ensures alignment of organization-wide processes, policies, programs, structures, interactions and systems with our strategic objectives, mission, values behavior competencies and patient promise
  • Appreciates the customer and practice service needs and coordinates with leadership to provide appropriate customer service training programs
  • Ensures proper onboarding of new staff to our patient centered care philosophy
  • Researches and identifies patient experience best practices and ensures patient letters/comments of recognition are shared
  • Conducts regular huddles and ensures all team members feel connected and in the know
  • Routinely visits practice sites to support Patient Ambassadors and collaborate with practice managers on patient experience initiative
  • Selects, develops, manages and evaluates direct reports
  • Monitors Payroll and Departmental budget to ensure staffing and other operational expenses are within budget



You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

  • Bachelor's Degree in psychology, communications, public health, business or related field
  • 5+ years of progressively responsible related experience, including patient/customer relations management, hospitality, service excellence, quality management
  • High business acumen and acuity (including but not limited to: demonstrated knowledge of patient experience process and service excellence strategies)
  • Solid computer skills and knowledge of Microsoft Suite, and Complaint Management systems
  • Willing and able to provide both consultative/advisory support and hands-on execution
  • Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance


Preferred Qualifications:

  • Master's Degree in related field
  • High emotional intelligence, a high degree of objectivity and a solid collaborative spirit
  • Ability to listen actively to diverse perspectives, structure ambiguous problems, think creatively, generate ideas and cultivate buy-in
  • Exceptional verbal and written communication, interpersonal, group facilitation skills
  • Solid project management skills and managing organizational change
  • Advanced ability to effectively manage demand, manage expectations and deliver multiple, overlapping projects


UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.


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OptumCare is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OptumCare provides administrative and business support services to both owned and affiliated medical practices which are part of OptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OptumCare’s support services do not interfere with or control the practice of medicine by the medical practices or any of their physicians.



Diversity creates a healthier atmosphere: OptumCare is an Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.


OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment



Job Keywords: Manager, Patient Experience, Riverside Medical Group, Secaucus, NJ, New Jersey

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Patient Experience Manager, Riverside Medical Group, Secaucus, NJ