Job Description
CCRM Fertility
Patient Experience Senior Manager
Hybrid opportunity – 2 days on site / 3 remote
Lone Tree, Colorado 80124
Salary Range: 95K – 115K + bonus
Qualified candidates should possess:
Position Summary
The Patient Experience Senior Manager is responsible for advancing patient experience through two primary areas: The Patient Support Center (PSC), and Voice of the Customer (VoC) initiatives.
The PSC is the centralized contact center that primarily supports new patient scheduling. This role will provide oversight to PSC staff, maintain a high-performing and efficient team, and promote a team environment that supports and facilitates the delivery of superior customer service to both internal and external clients. The PSC is the first point of contact for the majority of CCRM’s potential new patients, so this position is critical in setting the tone for the new patient experience.
VoC initiatives are inclusive of internal surveys including Net Promoter Score, and online review management. There will be significant engagement with practice leadership and physicians at CCRM locations to understand and review patient feedback, data trending and analysis, and reporting expectations for the Executive Leadership Team.
This is a highly visible role that will report to the Senior Director of Patient Engagement and may include collaboration on additional patient experience opportunities not defined above. At this time, the role is hybrid with 2 days per week expected in office at our Lone Tree location.
What You’ll DoThis job description is not designed to cover or contain a comprehensive listing of activities, tasks, duties, or responsibilities that are required of this position. Duties, responsibilities, tasks, and activities of this position are subject to change at any time with or without notice.
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