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Patient Experience Program Manager, One Medical AHS Model Experience

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Amazon

22d ago

  • Job
    Full-time
    Mid Level
  • Boston

AI generated summary

  • You need 3+ years in program management, process improvement, end-to-end delivery, and healthcare. Proficient in advanced Excel and SQL, plus strong cross-functional collaboration skills.
  • You will analyze patient experience metrics, manage feedback and complaints, design training, improve communication workflows, and create reports for senior leaders, ensuring effective member experience initiatives.

Requirements

  • 3+ years of program or project management experience
  • 3+ years of defining and implementing process improvement initiatives using data and metrics experience
  • 3+ years of driving end to end delivery, and communicating results to senior leadership experience
  • Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
  • Experience using data and metrics to determine and drive improvements
  • Experience working cross functionally with tech and non-tech teams
  • 3+ years in a healthcare related industry with complex patient related experience

Responsibilities

  • Develop, drive implementation, and drive improvement for member experience metrics and voice of customer programs through our external survey vendor
  • Analyze metrics to drive focus areas with Clinical and Operational Leaders to have the highest impact on improving the patient experience.
  • Manage patient feedback cases to drive root cause analysis and service recovery.
  • Design and lead Model Experience workshops to improve a variety of member and team member experience touchpoint, and increase organizational awareness of member experience feedback
  • Represent the Model Experience team to the broader organization and align with department stakeholders (Providers, Regional Leadership, other corporate departments) on key interaction needs and company-wide SOPs
  • Create and implement improved communication workflows for voice of the customer feedback, collaborating with local field leaders to drive successful adoption
  • Serve as a subject matter expert to design training, materials, and tools for operational leaders to understand and improve the member and team member experience
  • Review and report on metrics and comments related to the patient experience daily to make recommendations for improvement
  • Build new surveys using our survey vendor, Qualtrics to understand the patient experience.
  • Manage the vendor relationship
  • Troubleshoot survey issues, back-up survey uploads if needed
  • Manage patient complaints (with support from team)
  • Create reports for senior leaders to understand patient experience data and key focus areas
  • Attend Health Plan meetings for Senior Health to drive improvement in Patient Experience and CAHPS data

FAQs

What is the primary focus of the Patient Experience Program Manager role?

The primary focus is to drive business goals and implement the strategic vision for the member experience through data-driven, human-centered programs in a collaborative environment.

What kind of experience is required for this position?

The position requires at least 3 years of program or project management experience, experience in defining and implementing process improvement initiatives using data and metrics, and experience in a healthcare-related industry with complex patient-related experience.

What tools and skills are essential for this role?

Essential tools and skills include advanced knowledge of Excel (including Pivot Tables and VLookUps), SQL, and experience working with data and metrics to drive improvements.

Is stakeholder management a part of the responsibilities in this role?

Yes, experience in stakeholder management and working with multiple stakeholders at various levels of the organization is essential.

Will there be opportunities for mentorship in this position?

Yes, the Program Manager is expected to support and develop first-line managers, providing mentorship and guidance.

What methods are used to analyze and improve the patient experience?

The role involves developing and analyzing member experience metrics, managing patient feedback cases, conducting root cause analysis, and designing workshops to improve experiences.

What is the work environment like for this role?

The work environment is large and cross-functional, requiring collaboration with clinical and operational leaders, as well as independent project management.

What type of communication skills are needed?

Strong communication skills are necessary to report results to senior leadership and to collaborate with diverse teams and stakeholders effectively.

How does this role contribute to the organization's mission?

This role contributes to improving the patient experience by implementing data-driven solutions and fostering a culture of empathy and respect in patient care.

What is the stated salary range for this position?

The salary range for this position is from $66,800/year in the lowest geographic market up to $142,800/year in the highest geographic market, depending on several factors.

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Amazon

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.