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We’re unique. You should be, too.

We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

THIS IS AN IN-OFFICE ROLE IN OUR HEADQUARTERS IN SOUTH FLORIDA, FOUR DAYS PER WEEK.

The Director of Patient Experience and Retention operates as a key support for coordinating an enterprise-wide strategy designed to deliver exceptional service and hospitality to the ChenMed patient population and affiliates. This individual partners closely with key organizational stakeholders to clarify service objectives and foster desired, service-focused behavioral changeSupports the senior patient experience leader by overseeing high-leveraged initiatives that enable the consistent and scalable execution of world-class service to our patients and key stakeholders.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

The successful candidate Identifies key patient friction points via existing organizational listening posts and helps design strategies to close service gaps. In addition:

+ Leads cross-functional projects for ChenMed locations designed to improve patient experience and foster a culture of innovation.

+ Partners with leadership to consistently and effectively communicate service expectations, risks, and improvement opportunities throughout the organization.

+ Provides recommendations and solutions on innovative and effective ways to internalize service standards and expectations.

+ Manages design and development of patient experience communication and training content that drives ever-improving service execution.

+ Monitors and evaluates organizational data insights (i.e. dashboards, KPIs, scorecards) and shares key learnings, best practices, and trends for continuous improvement.

+ Represents voice of patient perspective in various large-scale, interdisciplinary process improvement initiatives.

+ Uses patient insights to identify strengths and improvement opportunities; recommends actionable interventions to achieve top decile patient experience performance.

+ Collaborates with clinical and operational leadership to develop action plans for performance improvement.

+ Measures the impact of patient experience initiatives from pre- to post- implementation, including but not limited to: NPS, Trust, engagement scores, complaints, referrals, disenrollment, member acquisition, wait times, efficiencies, etc.

+ Benchmarks best service practices both within and outside the healthcare industry. Partners with key roles such as project managers, business analysts, and process improvement specialists to increase value proposition for patients and caretakers.

+ Supports managers and supervisors through service change and acts as a liaison in connecting relevant parties and stakeholders.

+ Performs other duties as assigned and modified at manager’s discretion.

Education | Specialized Knowledge Requirements

+ BA/BS degree in Business Administration, Healthcare Management or related field required **OR** additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis

+ MBA or a Master’s degree in a related discipline preferred

+ A minimum of ten (10) years’ work experience in business and/or customer experience required

+ Direct experience in the healthcare industry preferred

+ Top tier management consulting or general management training program preferred

+ Experience in multiple industries and companies of various size preferred

Additional Knowledge, Skills and Abilities

+ Advanced-level business acuity

+ In-depth knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods

+ Ability to develop PowerPoint presentations, visuals, and frameworks for key internal and external audiences

+ Experience using visual diagrams, process models, process maps or other tools in documenting definitions and attributes of current processes

+ Outstanding written and verbal communication and interpersonal skills

+ Ability to present complex concepts and projects in a clear, succinct and compelling manner

+ Ability to communicate, present, collaborate and influence at all levels of the organization

+ Ability to synthesize insights in the moment, have a POV and make disparate connections easily

+ Proficient skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the position

+ Ability and willingness to travel locally, regionally and/or nationally up to 50% of the time

+ Spoken and written fluency in English

+ This job requires use and exercise of independent judgment

We’re ChenMed and we’re transforming healthcare for seniors and changing America’s healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We’re growing rapidly as we seek to rescue more and more seniors from inadequate health care.

ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people’s lives every single day.

Current Employee apply HERE (https://careers.chenmed.com/i/us/en/homerevisited)

Current Contingent Worker please see job aid HERE to apply

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