POSITION SUMMARY
Reporting to the Chief Nursing Officer, the Customer Experience Program Manager’s responsibilities include supporting organization-level activities to address and improve provider/patient perceptions of their healthcare experience, increasing Atlas Healthcare, and partnering providers’ performance on OAS-CAHPS and Physician NPS metrics. The ideal candidate will possess an understanding of the importance of market data trends to implement programs and processes designed to hardwire best practices, build and improve patient and physician experience. This role collaborates cohesively with provider/patient experience leaders within Atlas to provide strategic support, oversight, and coordination of the Atlas Customer Experience program.

Job Responsibilities

ESSENTIAL FUNCTIONS

• Analyze and interpret NPS and OAS CAHPS survey data to identify current trends and opportunities for improvement
• Manage patient and physician customer experience database
• Manage risk management database for all experience recovery events
• Coordinate, execute, track and deliver various customer projects from initiation through completion
• Analyze project metrics to determine project developments and success factors
• Evaluate existing processes, playbooks and workflows. Make recommendations and drive process improvements and adoption of best practices to improve efficiency and effectiveness
• Facilitate meetings, calls, follow-ups and other communications as necessary
• Identify operational and experience related issues to ensure customer satisfaction
• Inform senior management and clients on project status, schedules, and key issues on regular basis
• Work with business and legal team in contract renewals, extensions, and scope change activities

Required Skills and Qualifications

MINIMUM QUALIFICATIONS.
2 years of direct experience in healthcare
2 years of experience in implementing programs and process improvements driving better patient/physician customer experience outcomes
2 years of experience analyzing data, report on results, and soliciting feedback to improve efficiencies and processes
Experience with relationship-building, presentation, and data analytic skills
Experience planning, organizing, and being flexible in response to shifting priorities and multiple clients
Knowledge of CMS, OAS CAHPS and NPS Surveys
Proficiency in MS Office Suite, Power Point, Excel
PREFERRED QUALIFICATIONS
Proficient use of Press Ganey with a strong interest