Director of Patient Experience

About the Company

Provider of urgent and primary care centers for individuals in the Midwest, focused on an affordable approach to delivering urgent and primary care services. The Company’s primary focus is to provide a quality, convenient, and affordable healthcare option, with a specific focus on a more personal approach to care.

Job Summary

Midwest Express Clinic is seeking a Director of Patient Experience to join its growing team. This is a newly created role. The Director will be an integral part of MEC’s commitment to providing Healthcare with Heart by creating and implementing policies and best practices and managing the Patient Experience function. The ideal candidate is a results-oriented, roll-up their sleeves individual. This position will work across teams to ensure a high-quality Patient Experience and must be able to operate and navigate in a fast-paced, highly entrepreneurial environment. Hybrid Role (2-3 days in office/week) located in Chicago, IL. 

The successful candidate will be responsible for the following:

• Building out the Patient Experience function, including personnel, policies, goals and best practices to ensure a high-quality Patient Experience across all MEC locations.
• Ensure that departments, functions, and teams are operating in compliance with MEC’s requirements and patient expectations, as well as the company’s policies and procedures
• Oversees the first line of contact function for all patient complaints, investigating and resolving a variety of issues, including billing concerns, when possible and escalating unresolved complaints to the appropriate department or leadership as necessary.
• Lead Patient Experience process changes throughout the organization, gaining cross functional buy-in and measuring results.
• Oversee the performance metrics and monitor effectiveness of overall operations of Patient Experience
• Maintain detailed records of all complaints and resolutions for quality assurance purposes.
• Tracks and monitors key performance indicators on a daily, weekly, and monthly basis; reports key findings to appropriate leadership and stakeholders across the organization in a timely, accurate manner
• Works with MEC Leadership and other department leaders on improvement plans that are based on current, industry-based best practices; develops patient experience curricula for both new employee orientation and ongoing education for staff.
• Manages and leads the evaluation of MEC’s Patient Satisfaction scores, works with applicable vendors to ensure optimal functionality and access to data.
• Other duties as assigned

Personal Attributes

• Successful track record in leading a department-wide or house-wide patient experience program.
• Proven track record demonstrating the ability to influence and advise the effect positive change, especially for those who do not directly report.
• Strong customer service, negotiating and crisis management skills, as well as communication and publication/presentation skills.
• Demonstrated ability to adapt to changing circumstances and environment, strong analytical, critical thinking and organizational skills, attention to detail and ability to identify and implement process improvement capabilities
• Self-starter, starting, and completing tasks without daily direction
• Experience and desire to work in an undefined, start-up environment
• Career-motivated professional who is self-confident, energetic and possess a strong work ethic

Special Proficiencies 

• Strong understanding of high-quality patient care and experience for Primary Care environments
• Strong project management skills
• Superior negotiation skills
• Strong data analysis and benchmarking skills
• Ability to maintain strict confidentiality
• Effective at evaluating and streamlining processes to drive improved efficacy and efficiency

Education and Experience

• Bachelor’s degree in public health/ healthcare/business administration or related field is required
• 5+ years of experience in a healthcare management or leadership role in customer service, process improvement, patient satisfaction, or health administration.
• Previous experience with EMR/EHR systems, including Experity strongly preferred
• Patient AR collections experience preferred
• Experience with policy or procedure development related to customer service, patient experience, or patient satisfaction
• Ability to collaborate with all stakeholders, design, execute and successfully lead initiatives and projects.
• Ability to adapt communication for different stakeholders, and promote continuous improvement, including the ability to adapt to and influence organizational culture.
• Strong critical thinking skills and ability to quickly resolve issues and concerns.
• Experience in high growth, entrepreneurial companiesa plus.