Care Experience and Operations Manager - Medical Practice 

Job Description Summary

The Senior Engagement Consultant is a vital member of the Office of the CQO and reports to the Director of Patient Engagement. Under limited supervision, the Senior Engagement Consultant provides client facing, consultative services to MUSC Health executive leaders and teams and serves as their lead liaison to all functions of care team engagement and patient/family engagement across the Health System. This leader is responsible for partnering with leaders across the health system and its divisions to identify, support, and enhance engagement improvement initiatives. This role is responsible for developing innovative solutions, best practices, education, and communication to optimize the engagement performance of their assigned operational leaders/business units. This role provides guidance and support in the development of patient- and family-centered Enterprise strategies and goals. The Senior Engagement Consultant provides supervision to junior consulting team members as well as supports the management of external consulting engagements and vendor relationships/contracts.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC002345 SYS - Patient Experience

Pay Rate Type

Salary

Pay Grade

Health-31

Scheduled Weekly Hours

40

Work Shift

Job Description

Manager, Care Experience and Operations – Medical Practice

The Manager of Care Experience and Operations is responsible for assisting in investigating and operationalizing new initiatives to ensure MUSC Health achieves market differentiation for how patients and customers experience care.

Your work will directly support the enhancement of future care experiences so that patients and customers experience care that is frictionless, timely, connected, compassionate, and value driven. You will identify “pain points” throughout the continuum of care, design and lead transformational improvement. You will use current voice of customer methods and other qualitative and quantitative research methods to uncover market trends, patient preferences and growth opportunities, while ensuring alignment across all MUSC Health touch points

You will collaborate closely with cross-functional teams to support the adoption of relationship-centered solutions across digital and physical platforms. This role requires a deep understanding of how to deliver high-quality, safe care across the entire care continuum.

Reporting Structure

This individual will report to the Chief Experience Officer for MUSC Health. This individual will also collaborate closely with other leaders at the enterprise level.

Responsibilities

1 You will function as one of MUSC Health’s care experience experts by leveraging your experience and understanding of the multiple patient touch points to facilitate the development and implementation of evidence-based healthcare practices that consistently exceed the expectations of patients and customers.

2 Implement and manage enhancements to how MUSC Health delivers care across the care continuum through leading assigned key touchpoint projects within medical practice care sites that allows personalization.

3 Through a data-driven and scientific approach, you will support the implementation of evaluation processes established by senior leadership, to identify and monitor key performance indicators and relevant outcomes across the care continuum (patient/customer journey) to help achieve MUSC’s aspiration goals.

4 With a keen focus on medical practice, you will work to enhance current care experiences, and design, and adopt innovative concepts to enhance the experience for all.

5 Utilize standard project management methods and tools to ensure transformational experience changes are achieved on time and on budget.

6 Use data visualization methods to illustrate voice of the customer/patient to enhance current care journeys and identify opportunities to create new offerings that will enable MUSC Health to achieve our ambition.

7 Contribute to building linkages between experience data, operational metrics, and care team member engagement metrics to support the adoption of efficient, effective, and value-driven improvement strategies that ultimately lead to better outcomes.

8 Promote systemwide adoption and utilization of Relation-Centered Communication (RCC) techniques.

9 Approximately 75% of this role will be devoted to leading, partnering, and coaching clinical leaders and staff to enhance or create workflows that promote “systemness” resulting in an elevated care experience for all, regardless of location.

10 Travel across the enterprise will be required. Most travel will consist of “day trips,” but all travel should not exceed 25%.

Minimal Qualifications:

Healthcare Experience

Understanding of regulatory requirements for clinical care

EPIC tools, documentation, and Clinical workflow experience

Experience with Press Ganey or similar tools

Project Management Experience

MBA (preferred) or similar master level education with a business concentration

Data visualization tools like Tableau, Qualtrics, PowerBi (preferred), etc.

Optional Additional Experience:

User Experience (UX), human-centered design, and journey mapping experience

Additional Job Description

Education: Bachelor's Degree or Equivalent Work Experience: 7 years progressive work experience and 2 years management experience

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees