Medical University Hospital Authority
Healthcare
Manager,CareExperienceandOperations
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“Manager, Care Experience and Operations at Medical University Hospital Authority. Skills: Care experience, Operations management, Process improvement. Assist in investigating new initiatives. Operationalize new initiatives”
What You'll Achieve.
Achieve market differentiation; Achieve MUSC’s aspiration goals; Achieve our ambition
Industry & Context.
Identify pain points; Root cause analysis
Approximately 75% of this role will be devoted to leading, partnering, and coaching clinical leaders and staff, Travel across the enterprise will be required, Most travel will consist of “day trips,”, all travel should not exceed 25%
What They're Looking For.
Must Have
Healthcare Experience, Understanding of regulatory requirements for clinical care, EPIC tools, documentation, and Clinical workflow experience, Experience with Press Ganey or similar tools, Project Management Experience, 7 years progressive work experience, 2 years management experience
Nice to Have
MBA or similar master level education with a business concentration, Data visualization tools like Tableau, Qualtrics, PowerBi, User Experience (UX), human-centered design, journey mapping experience
What You'll Do.
Assist in investigating new initiatives
Operationalize new initiatives
Support enhancement of future care experiences
Identify pain points throughout continuum of care
Design transformational improvement
Lead transformational improvement
Use voice of customer methods
Use qualitative research methods
Use quantitative research methods
Uncover market trends
Uncover patient preferences
Uncover growth opportunities
Ensure alignment across MUSC Health touch points
Collaborate with cross-functional teams
Support adoption of relationship-centered solutions
Deliver high-quality care
Function as care experience expert
Leverage experience and understanding of patient touch points
Facilitate development of evidence-based healthcare practices
Facilitate implementation of evidence-based healthcare practices
Implement enhancements to how MUSC Health delivers care
Manage enhancements to how MUSC Health delivers care
Lead assigned key touchpoint projects
Support implementation of evaluation processes
Identify key performance indicators
Monitor key performance indicators
Enhance current care experiences
Design innovative concepts
Adopt innovative concepts
Utilize standard project management methods
Utilize standard project management tools
Ensure transformational experience changes are achieved on time
Ensure transformational experience changes are achieved on budget
Use data visualization methods
Illustrate voice of the customer/patient
Enhance current care journeys
Identify opportunities to create new offerings
Contribute to building linkages between experience data
Contribute to building linkages between operational metrics
Contribute to building linkages between care team member
Support adoption of efficient improvement strategies
Support adoption of effective improvement strategies
Support adoption of value-driven improvement strategies
Promote systemwide adoption of Relation-Centered Communication techniques
Promote systemwide utilization of Relation-Centered Communication techniques
Lead clinical leaders
Partner with clinical leaders
Coach clinical leaders
Partner with clinical staff
Enhance workflows that promote systemness
Create workflows that promote systemness
How You'll Work.
Team & Collaboration
Cross-functional teams; Enterprise level leaders
Process & Methodology
Project management methods, Project management tools
Full Job Description
**Job Description Summary** The Manager of Care Experience and Operations is responsible for assisting in investigating and operationalizing new initiatives to ensure MUSC Health achieves market differentiation for how patients and customers experience care. Your work will directly support the enhancement of future care experiences so that patients and customers experience care that is frictionless, timely, connected, compassionate, and value driven. You will identify “pain points” throughout the continuum of care, design and lead transformational improvement. You will use current voice of customer methods and other qualitative and quantitative research methods to uncover market trends, patient preferences and growth opportunities, while ensuring alignment across all MUSC Health touch points You will collaborate closely with cross-functional teams to support the adoption of relationship-centered solutions across digital and physical platforms. This role requires a deep understanding of how to deliver high-quality, safe care across the entire care continuum. **Entity** Medical University Hospital Authority (MUHA) **Worker Type** Employee **Worker Sub-Type** Regular **Cost Center** CC002345 SYS - Patient Experience **Pay Rate Type** Salary **Pay Grade** Health-31 **Scheduled Weekly Hours** 40 **Work Shift** **Job Description** Manager, Care Experience and Operations – Medical Practice The Manager of Care Experience and Operations is responsible for assisting in investigating and operationalizing new initiatives to ensure MUSC Health achieves market differentiation for how patients and customers experience care. Your work will directly support the enhancement of future care experiences so that patients and customers experience care that is frictionless, timely, connected, compassionate, and value driven. You will identify “pain points” throughout the continuum of care, design and lead transformational improvement. You will use current voice of customer methods and oth
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