USRC’s greatest strength in being a leader in the dialysis industry is our ability to recognize and celebrate the differences in our diverse workforce. We strongly believe in recruiting top talent and creating a diverse and inclusive work climate and culture at all levels of our organization.
SUMMARY
The Patient Experience Operations Manager is responsible for executing corporate patient experience strategy across a defined territory of outpatient dialysis facilities. This role partners with facility leaders and frontline teams to drive measurable improvements in ICH CAHPS performance and to ensure high-quality, patient-centered care.
Essential Duties and Responsibilities include the following. Other duties and tasks may be assigned.
Territory-Based Oversight:
- Serve as the primary PX leader across a defined group of outpatient dialysis facilities.
- Translate corporate strategy into local action plans tailored to facility-specific needs.
- Conduct regular site visits to support culture transformation, assess performance, and build local leadership capacity.
Patient Experience Improvement:
- Analyze ICH CAHPS results and related feedback to identify trends, root causes, and improvement opportunities.
- Lead or support initiatives to improve communication, trust, shared decision-making, and care coordination.
- Partner with facility administrators and interdisciplinary teams to embed evidence-based PX practices into daily workflows.
- Track and report progress, celebrating improvements and addressing setbacks proactively.
- Support facilities in preparing for survey cycles.
Coaching & Capability Building:
- Facilitate training and coaching sessions for facility staff and leaders on PX skills, empathy, and service recovery to ensure exceptional patient care and maintain positive patient experience.
- Promote a culture of accountability, listening, and responsiveness to patient feedback.
Grievance Management & Escalation Support:
- Manage escalated grievances that cannot be resolved at the facility level, ensuring alignment with corporate policies, regulatory standards, and patient rights.
- Document and track grievance cases to ensure resolution timelines are met and systemic issues are identified.
- Ensure service recovery practices are implemented.
- Upholds management goals of corporation by leading staff in team concepts and promoting a team effort.
- Maintains effective personnel management and employee relations, including evaluating the performance of all personnel; approving and submitting all hours worked and counseling and disciplining employees.
- Recruits, trains, develops, and supervises personnel.
- Actively promotes GUEST customer service standards; develop effective relationships at all levels of the organization.
- Effectively communicates expectations; accepts accountability and holds others accountable for performance.
- Regular and reliable attendance is required for the job.
Qualifications
Qualifications/Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Requirements include:
- Bachelor’s degree in healthcare, nursing, business, or related field (Master’s preferred).
- 3–5 years of experience in patient experience, healthcare operations, or performance improvement.
- Familiarity with ICH CAHPS survey methodology and dialysis care settings preferred.
- Exceptional interpersonal, communication, and coaching abilities.
- Strong skills in grievance resolution, service recovery, and de-escalation.
- Ability to manage multiple sites, work independently, and travel regularly.
- Experience with improvement methodologies (e.g., PDSA, Lean) a plus.
- Any combination of education and experience that would likely provide the required knowledge, skills, and abilities as well as possession of any required licenses or certifications is qualifying
Use of the following skills: problem solving, analytical ability, effective oral & written communication, confidentiality. Interpersonal skills necessary to work with all levels from staff to senior management. Ability to multi-task in an efficient, professional, and calm manner. Strong work ethic and organization skills, with ability to work in a fast-paced but detail-oriented environment.
