Patient Experience Manager

Love what you do and do what you love…. Harbor Community Health Centers is a trusted provider of state-of-the-art health services for men, women, and children throughout San Pedro, CA, and the surrounding Los Angeles and South Bay areas. Our mission is to provide quality, comprehensive healthcare, and supportive services to those in our community, regardless of their ability to pay.

Founded more than 40 years ago on the belief that every person of every age and income level should have access to the best healthcare options available, Harbor Community Health Centers is dedicated to providing cutting-edge healthcare services for residents of the San Pedro area, including preventive options like routine, school and sports physicals, immunizations, ob/gyn care, and health screenings, as well as treatment of both acute and chronic illnesses and diseases. Begun as the “storefront” Harbor Free Clinic in 1970, today the clinic features two locations in San Pedro – a general care clinic and a location dedicated to pediatrics.

JOB SUMMARY

Under the direction of the Chief Operating Officer, the Patient Experience Manager is responsible for leading, planning, organizing, coordinating, and supporting the implementation of programs and processes designed to build and improve Patient Experience including, but not limited to; patient-facing and non-patient-facing services and activities. The Patient Experience Manager will be scoped to include both provider and staff in all patient satisfaction efforts. This role will manage the coaching program to improve provider/patient interaction. They will act as a facilitator and mentor for staff to ensure service excellence and patient satisfaction. In this position, the individual will also be the point person providing direct support to the standardization of Patient Experiences throughout Harbor Community Clinic, including but not limited to; developing intentional, individual, and interactive scripting appropriate for various settings, as well as implementing other customer service tools using process improvement methods. The Patient Experience Manager also oversees Volunteer Services and Culture & Linguistic Services.

The Patient Experience Manager will primarily work Monday through Friday 8:00a-5:00p, however occasional weekends and/or evenings may be required to attend events or assist with special projects. This position will also travel between our two sites located in San Pedro, less than 2 miles apart.

EXPECTATIONS

• Adheres to all Harbor Community Health Center (HARBORCHC) policies and procedures.
• Observes all policies and procedures for the use of time-keeping system, including attendance, tardiness, proper clocking procedure, overtime authorization, and that employee nametag is visible.
• Conducts self in a manner that represents HARBORCHC ’s core values at all times.
• Maintains a positive and respectful attitude with all work-related contacts.
• Provides excellent customer service.
• Communicates regularly with his/her immediate supervisor about departmental and HARBORCHC concerns.
• Consistently reports to work prepared to perform the duties of the position.
• Meets productivity standards and performs duties as workload necessitates.
• Fosters an environment that promotes trust and cooperation among all staff.

MISSION AND VALUES

Our mission is to provide quality, comprehensive, healthcare and supportive services to those in our community, regardless of their ability to pay. Employees must possess a strong commitment to the mission, policies, goals and philosophy of HARBORCHC.

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

Under the direction of the Director of Operations, the Patient Experience Manager is responsible for leading, planning, organizing, coordinating, and supporting the implementation of programs and processes designed to build and improve Patient Experience including, but not limited to; patient-facing and non-patient-facing services and activities. The Patient Experience Manager will be scoped to include both provider and staff in all patient satisfaction efforts. This role will manage the coaching program to improve provider/patient interaction. They will act as a facilitator and mentor for staff to ensure service excellence and patient satisfaction. In this position, the individual will also be the point person providing direct support to the standardization of Patient Experiences throughout Harbor Community Clinic, including but not limited to; developing intentional, individual, and interactive scripting appropriate for various settings, as well as implementing other customer service tools using process improvement methods. The Patient Experience Manager also oversees Volunteer Services and Culture & Linguistic Services.

The Patient Experience Manager will primarily work Monday through Friday 8:00a-5:00p, however occasional weekends and/or evenings may be required to attend events or assist with special projects. This position will also travel between our two sites located in San Pedro, less than 2 miles apart.

Summary of essential job functions:

• Reports to and supports Harbor Community Clinic leadership Team.
• Review and report department manager’s Patient Experience action plans and coordinate a focused effort across the organization.
• Facilitate strategic planning and the creation of detail work plans to achieve Patient Experience goals.
• Implement clinic-wide initiative to improve patient perception and satisfaction.
• Manage the patient feedback – provide expertise on patient needs and expectations and acts to educate staff and providers concerning these issues.
• Serves as a resource for Patient Experience and patient knowledge issues.
• Design processes to report data to governance and management.
• Establish and maintain connections with those individuals in departments engaged in patient satisfaction improvement effort.
• Ensure the development and deployment of communication plans to ensure widespread understanding, support, and informed application of customer service standard and processes.
• Develop and coordinate recommendations regarding the implementation of complaint resolution and management.
• Align with Harbor Community Clinic Quality Initiatives.
• Grievance and appeals review, working closely with Clinic Manager.
• Identify external and internal Patient Experience best practices.
• Assists in all supervisory aspects for Harbor Community Clinic to ensure that appropriate administrative resources and systems are in place to provide for the efficient and effective delivery of medical care.
• Assists in all aspects of staff management to include, but not limited to: timekeeping, schedules, coaching, disciplinary actions and investigations.
• Assists in all external audits and prepares and conducts internal audits to ensure all patient demographics are entered accurately in the practice management system.
• Works with the Clinic Manager and HR Generalist to plan, develop, and implement staff trainings as needed.
• Works with direct reports and provides ongoing feedback, and conducts annual performance reviews.
• Coaches, develops and serves as a resource for direct reports to encourage an atmosphere of cooperation and motivation towards collective goals.
• Ensures that appropriate disciplinary actions are taken when necessary.
• Represents Harbor Community Clinic at functions as requested.
• Provides consistent communication with the Clinic Manager and DOO, ensuring that information, reports, and materials are provided, to clearly describe clinic activities and progress toward agreed upon objectives.
• Ensures compliance with all Federal, State, and local laws and/or programs.
• Operates as the lead point of contact for any and all matters specific to front office and phone room operations.
• Provides ongoing feedback to establish annual goals and objectives such as grant reporting requests from our HCC grant writer and CCALAC.
• Additional duties as assigned.

QUALIFICATIONS

Required education, experience and/or training:

Qualifications and Skills:

• College degree and/or equivalent work experience or other relevant field required
• Non-Profit management experience
• Strong computer skills, including database, spreadsheet, and word processing programs
• Self-motivated with excellent communication and time management skills
• Pleasant interpersonal skills, professional demeanor and the ability to keep information confidential
• Knowledge of public health insurance and contracts

Key Competencies:

• Superior interpersonal skills, ability to communicate effectively to a variety of people in a busy medical setting.
• Ability to work in a fast paced environment within a team setting without getting behind.
• Excellent communication skills –both verbal and written. The ability to express oneself clearly in writing and in person.
• Excellent listening skills.
• Excellent problem-solving; the ability to think quickly, “on one’s feet”, and solution-oriented.
• Attention to detail and accuracy
• Initiative: strive to make things better.
• Possess a ‘can do’ attitude. This means helping others when and where needed.
• Other duties as assigned.
• Intermediate/advanced computer skills.

Working Conditions:

• Normal office environment with occasional evening or weekend work.
• Periodic travel between clinic sites. Must have current CDL and insurance.
• Physical demands: Lifting, bending, reaching, pushing, carrying, sitting, standing, stooping down, vision corrected in normal range, hearing corrected in normal range.
• Hazardous Conditions: Exposure to infectious diseases; potential exposure to physical violence.
• Work Condition: 100% inside.
• Exposed to: cold/heat controls, close contact with sick people and some outdoor elements when walking from file room to the clinic.
• Machines, equipment, tools and supplies used: computer, postage machine, fax, copier, calculator, multi-line phone system, and other administrative and medical equipment.
• Multiple duties: All duties can be expected to be performed concurrently. Must be able to work under conditions of constant interruption and be able to stay on task.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as need evolve.

• Perform other duties as assigned to support HARBORCHC’s Mission and Values.

:

• Legal authorization to work in the United States.
• A valid California Driver's license with clean records and access to an insured automobile.
• Clear all post offers, pre-employment background screening, and education verification.
• Must be vaccinated against COVID-19 or have a qualifying medical/religious exemption.

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with hands and arms; and talk and hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust.

Hours: HARBORCHC is open Monday – Thursday 7:30am-6:00pm, Friday 8am-5pm. This is a full-time, exempt position, and the employee is expected to work approximately 40 hours per week. Evening and weekend work may occasionally be required, as business needs dictate.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

HARBORCHC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. HARBORCHC complies with applicable state and local laws governing non-discrimination in employment in every location in which the organization has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

Job Type: Full-time

Pay: $85,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work setting:

• Clinic
• In-person

Work Location: In person