Director of Patient Experience (hybrid)

Tandigm Health, a transformational leader in population health management, is looking for a Director of Patient Experience in the greater Philadelphia area. We offer a competitive compensation and benefits package and are proud to share a culture of diversity and inclusion.
Primary Duties and Responsibilities:

Are you passionate about improving the patient experience? Tandigm is seeking a dynamic individual to fill the role of Director of Patient Experience. In this pivotal position, you will craft our annual patient experience strategy and spearhead the implementation of key initiatives aimed at enhancing patient satisfaction and engagement.

As the Director, you will design incentives, lead the development of training content and supporting programs, and track key metrics to foster continuous improvement in the patient experience of care.

Collaboration will be at the heart of your work, as you engage with various stakeholders including Tandigm teammates, staff, and providers within our extensive PCP network and affiliated Specialist Alliances, payor partners, vendors, and third parties to achieve our established goals. If you’re ready to make a meaningful impact on patient experiences and drive positive change in healthcare delivery, we want to hear from you!

Essential Functions

• Creates an annual overall patient experience strategy
• Leads the implementation of strategies that drive and support patient experience improvement initiatives for targeted areas (access to care, care coordination, etc.), that tie to CAHPS and HOS measures
• Develops metrics, reports and dashboards to monitor performance throughout the year, spot trends and present most relevant insights to stakeholders
• Analyzes patient experience data (post visit survey responses, CAHPS and HOS results, payor-run surveys, etc.) in order to identify improvement opportunities
• Ensures alignment between the annual strategic plan, payor targets and incentive programs by engaging in the creation, improvement and execution of the incentive plan design, metric development and monitoring
• Supports PCP practices in the attainment of high levels of performance relative to the annual PCP incentive plan by proactively engaging in support and reactively being available for assistance
• Develops and supports the Network of Networks strategy by developing and leading a recurring series of remotely conducted sessions to share best practices to improve patient satisfaction
• Develops annual education and coaching content to enhance the patient experience and facilitate the deployment of education through multiple channels – remote, computer based and live, in office training
• Prepares and presents both oral and written reports and presentations to stakeholders and leadership related to experience projects, initiatives and progress in achieving goals.
• Manages survey vendor relationship
• Works collaboratively with internal and external stakeholders, such as the Network Solutions and High Value Networks to develop and refine practice or system level action plans on a quarterly basis
• Supervises, evaluates, mentors and develops direct report staff
• Leads assigned projects and programs by creating and executing project work plans
• Consistently exhibits behavior and communication skills that demonstrate Tandigm Health’s commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
• Uses, protects, and discloses Tandigm’s patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards and protects Tandigm assets from unauthorized access, disclosure, modification, destruction or interference.
• Adheres to and responsible to abide by all information security policies, processes, and/or activities.
• Reports security events or potential events or other security risks to the organization to management.
• Performs additional duties as assigned.

Position Requirements: Education and Experience

• Bachelor’s degree, master’s degree preferred
• Patient experience certification, such as Certified Patient Experience Professional (CPXP), preferred
• Minimum of ten years’ experience, at least five of which in a healthcare management or leadership position with a focus on patient experience.
• Computer proficiency to include Microsoft Word, Excel, PowerPoint, and Outlook.
• Experience leading patient experience initiatives and building strategies and tactics to improve the patient experience
• Knowledge of CAHPS and HOS metrics and tactics to drive improvement
• Demonstrated analytical skills and/or ability to use data to orient decision-making
• Excellent communication skills (verbal and written) with a proven track record of effectively, interfacing, training, presenting information to different stakeholders, from Executive Leadership to practice staff
• Proficiency in writing and editing reports and other materials
• Experience creating and delivering interactive and engaging training and education related to patient experience
• Experience implementing process improvement methodologies, (e.g. six sigma, PDSA/PDCA) process management or change management preferred

Skills

• Strong problem-solving skills and ability to quickly resolve issues and concerns
• Excellent verbal and written communication skills.
• Must embrace and exemplify the core vision and values of Tandigm Health.
• Ability to travel to sites within the region as needed
• Proficient in MS Office Suite (Excel, Word, PowerPoint) as well as MS Project
• Must be able to lead teams.
• Must be able to make effective and timely decisions.
• Must be able to effectively influence peers and other stakeholders without direct reporting relationships

COVID-19 Requirements:

Candidates will be required to show proof of being fully vaccinated against COVID-19 upon commencing employment. Reasonable accommodations will be considered on a case-by-case basis for exemptions to this requirement in accordance with applicable law.

Equal Employment Opportunities (EEO):

Tandigm provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

Search Firm Representatives Please Read Carefully:

Tandigm Health, LLC does not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.