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/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