Patient Experience (PEX) Program Manager - CenterWell
Annapolis, MD
About the Job
Become a part of our caring community and help us put health first
The PEX Program Manager is a key leader responsible for shaping and optimizing the patient experience at CenterWell Primary Care Organization (PCO). This role will drive patient experience improvements by establishing data-driven metrics and delivering innovative tools and methods for the organization to apply across operations and strategic initiatives.
As we are in the process of establishing the PEX discipline, this role requires someone who is flexible, willing to wear multiple hats, and able to roll up their sleeves. Adaptability, problem-solving, and a proactive approach to ambiguity are key attributes for this role. Most importantly, the candidate should have a passion for delivering excellence in patient and customer experiences, driving innovation and impact at every step.
+ Data-Driven PEX Optimization : Lead efforts to establish success metrics for patient experiences using data analytics, machine learning, and predictive modeling.
+ Journey Mapping & Feedback Loop Creation: Develop comprehensive journey maps and establish continuous feedback loops between patients and the business to guide clinical operations and future investments.
+ Workshop Facilitation : Run workshops and collaborative sessions with key stakeholders to align on PEX strategies and ensure stakeholder engagement. Utilize tools like Miro or LucidSpark to facilitate interactive and collaborative workshop sessions effectively.
+ Cross-functional Leadership : Work closely with operations, clinical teams, and the data science teams to implement PEX strategies aligned with broader business goals.
+ Hands-on Problem Solving : Be ready to roll up your sleeves and tackle any task-whether strategic or operational-that moves the patient experience discipline forward.
Use your skills to make an impact
Required Qualifications:
+ 5+ years of experience in patient or customer experience, data analytics, or a related field.
+ Proven expertise in patient journey mapping and creating feedback loops between patients and business operations - _if a portfolio is available this is strongly desired._
+ Experience leading workshops and collaborative sessions with multi-disciplinary teams, utilizing tools like Miro or LucidSpark for effective facilitation.
+ A passion for delivering excellence in patient or customer experiences, constantly seeking innovative ways to enhance satisfaction.
+ Ability to work in a dynamic, ambiguous environment and tackle both strategic and hands-on tasks.
+ Strong communication and collaboration skills, with the flexibility to wear multiple hats and drive progress in establishing the PEX discipline.
+ Ability to travel to CenterWell / Conviva Clinics and Leadership Workshops as needed.
Preferred Qualifications:
+ Strong skills in machine learning applications for customer or patient experience, NPS management, and predictive analytics.
+ Experience leading data-driven customer experience programs, including establishing and tracking success metrics.
+ Experience working in a complex value-based care organization
+ Bachelor or Master's Degree in Nursing, Social Work, or a related Healthcare professional degree
+ Resides in Austin, TX area
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$102,200 - $140,700 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, 'Humana') offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us
About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient's well-being.About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation's largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first - for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options https://www.partnersinprimarycare.com/accessibility-resources
The PEX Program Manager is a key leader responsible for shaping and optimizing the patient experience at CenterWell Primary Care Organization (PCO). This role will drive patient experience improvements by establishing data-driven metrics and delivering innovative tools and methods for the organization to apply across operations and strategic initiatives.
As we are in the process of establishing the PEX discipline, this role requires someone who is flexible, willing to wear multiple hats, and able to roll up their sleeves. Adaptability, problem-solving, and a proactive approach to ambiguity are key attributes for this role. Most importantly, the candidate should have a passion for delivering excellence in patient and customer experiences, driving innovation and impact at every step.
+ Data-Driven PEX Optimization : Lead efforts to establish success metrics for patient experiences using data analytics, machine learning, and predictive modeling.
+ Journey Mapping & Feedback Loop Creation: Develop comprehensive journey maps and establish continuous feedback loops between patients and the business to guide clinical operations and future investments.
+ Workshop Facilitation : Run workshops and collaborative sessions with key stakeholders to align on PEX strategies and ensure stakeholder engagement. Utilize tools like Miro or LucidSpark to facilitate interactive and collaborative workshop sessions effectively.
+ Cross-functional Leadership : Work closely with operations, clinical teams, and the data science teams to implement PEX strategies aligned with broader business goals.
+ Hands-on Problem Solving : Be ready to roll up your sleeves and tackle any task-whether strategic or operational-that moves the patient experience discipline forward.
Use your skills to make an impact
Required Qualifications:
+ 5+ years of experience in patient or customer experience, data analytics, or a related field.
+ Proven expertise in patient journey mapping and creating feedback loops between patients and business operations - _if a portfolio is available this is strongly desired._
+ Experience leading workshops and collaborative sessions with multi-disciplinary teams, utilizing tools like Miro or LucidSpark for effective facilitation.
+ A passion for delivering excellence in patient or customer experiences, constantly seeking innovative ways to enhance satisfaction.
+ Ability to work in a dynamic, ambiguous environment and tackle both strategic and hands-on tasks.
+ Strong communication and collaboration skills, with the flexibility to wear multiple hats and drive progress in establishing the PEX discipline.
+ Ability to travel to CenterWell / Conviva Clinics and Leadership Workshops as needed.
Preferred Qualifications:
+ Strong skills in machine learning applications for customer or patient experience, NPS management, and predictive analytics.
+ Experience leading data-driven customer experience programs, including establishing and tracking success metrics.
+ Experience working in a complex value-based care organization
+ Bachelor or Master's Degree in Nursing, Social Work, or a related Healthcare professional degree
+ Resides in Austin, TX area
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$102,200 - $140,700 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, 'Humana') offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us
About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient's well-being.About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation's largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first - for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options https://www.partnersinprimarycare.com/accessibility-resources
Source : CenterWell
