Patient Experience Team Leader

ABOUT THE COMPANY

This facility is a cutting edge eye surgery clinic that departs from the one size fits all approach to care. They are committed to investing time and expertise to uncover custom solutions and fostering a strong collaborative partnership with your primary care doctor for the long term care of your eye needs. The opportunities to grow and guide patients is endless. 

POSITION OVERVIEW

The Patient Experience Team Manager is responsible for directly managing Patient Experience team members, ensuring clinic operations across hubs and travel locations run smoothly, efficiently, and in alignment with organizational goals. This role emphasizes team leadership, operational ownership, patient flow optimization, and continuous improvement through structured feedback, coaching, and collaboration.

KEY RESPONSIBILITIES

Team & Clinic Ownership

- Ensure hub and travel locations meet performance goals and

- Maintain high standards of patient experience.

- Maintain clinic coverage planning, accounting for PTO and staff resourcing needs.

Team Leadership

-  Directly manage team members to ensure daily operations run efficiently.

- Support staff development through training, coaching, and performance evaluations.

-  Identify skill gaps and implement tailored training programs.

Patient Flow & Operations

- Ensure team huddles are effectively run; attend Sight Check daily.

- Complete daily clinic grading sheets to document operational performance.

- Monitor workflows related to scheduling, check-in, and follow-up; recommend improvements.

- Oversee supply needs for seamless operations.

Patient Experience

- Act as a champion for exceptional patient experiences, addressing patient needs and concerns promptly.

- Ensure completion of all PX surveys at hubs and travel locations.

- Participate in root cause analyses (RCA) for significant patient experience issues, providing context and helping develop improvement strategies.

Performance Measurement & Reporting

- Report on KPIs and complete PX Clinic Grading sheets.

- Prepare QBR presentations and provide weekly updates for the IES operational plan.

Collaboration

- Partner with other departments (surgery, billing, call center, etc.) to identify operational gaps and improve processes.

- Align with training leaders to confidently train and mentor guides.

Continuous Improvement

- Apply the PDCA (Plan-Do-Check-Act) cycle to evaluate and enhance processes.

- Drive consistent adherence to PX systems, including DrC scheduling accuracy and travel system standards.

Travel & System Ownership

- Travel at least twice monthly, with additional travel as needed to support staff gaps.

- When filling the Travel TM role, own travel-related systems (supply inventory, packing, checklists, machine SOPs, gas receipts, oil change indicators, etc.).

- Participate in quarterly and monthly resourcing alignment meetings for staffing and travel planning.

QUALIFICATIONS

Education:

- High school diploma or equivalent required.

- Bachelor’s degree preferred

EXPERIENCE

- Previous experience in an Ophthalmology clinical setting is preferred.

- 5+ year of management experience preferred.

TECHNICAL SKILLS

- Proficient in EHR systems and other office software.

Other Skills:

- Strong attention to detail and accuracy in documentation.

- Excellent verbal and written communication skills.

- Ability to manage multiple tasks in a fast-paced environment.

- Strong commitment to patient confidentiality (HIPAA compliance).

- Hub based roles have office management duties to include facility support as needed to ensure clinic is fit for purpose and provides positive patient experience.

EQUAL OPPORTUNITY EMPLOYER