Patient Experience Project Manager

Job Description

• Meet with business units to define project requirements and determine process impact(s).
• Support organizational Steering Committees to drive patient experience initiatives through the Salesforce platform and ensure organizational alignment.
• implement strategies that drive and support patient experience improvement initiatives for targeted areas.
• Collaborate with leadership to identify and mitigate barriers as identified through patient complaints.
• Participate in the development of programs and services that address specific aspects of the patient experience through the Salesforce platform.
• Develop internal and external patient satisfaction metrics
• Analyze patient satisfaction metrics to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended action plans to improve the patient experience.
• Lead assigned projects by creating and executing project work plans.
• Manages data sets and reports related to patient satisfaction. These functions include: planning, analyzing, preparing, managing, and evaluating administrative and operational activities of patient satisfaction and related projects.
• Assist in maintaining the Salesforce database accuracy, integrity and cleanliness
• Developing and maintaining proper documentation of the Salesforce platform configuration and development efforts
• Work with other functional groups to ensure that Salesforce platform is properly configured and integrated with outside systems
• Maintain knowledge of all current Salesforce features and releases
• Define and design enhancements supporting the automation of tasks within the Salesforce platform
• Understand the analytics and process flow architecture within the Salesforce platforms
• A key team member within the platform lifecycle; from requirements to implementation
• Drive testing to ensure quality and repeatability; leading others to the same
• Coordinate with technical partners to determine scope of work
• Consult with technical partners to ensure scope/terms are adequately defined and protect Norco’s best interests
• Regularly communicate project(s) status to Medical Division leadership
• Establish metrics/KPI’s that are easy to understand and easy to obtain
• Work with medical leadership to evaluate existing processes and workflows
• Build and document new processes along with helping build internal training materials
• Train on new implementations and updated processes/workflows where applicable

Qualifications

• BA/BS degree or equivalent related experience; Master’s degree is strongly desired.
• 3+ years of Customer Management administration/development experience preferred
• Salesforce Administrator Certification or ability to achieve within one year of hire
• 3+ years’ experience managing technical projects

Additional Information

Norco offers a competitive compensation/benefit package, including:

• Employee Stock Ownership Plan (ESOP)
• Health, Vision and Dental Insurance
• Health Savings Account (HSA)
• Medical and Dependent Care Flex Accounts (FSA)
• Life Insurance provided at no cost to employee by Norco through United Heritage
• Supplemental Accident, Disease, and Life Insurance through Colonial Life Insurance
• Employee Tuition Reimbursement
• 401(k) with Employer Matching
• Wellness Program
• Employee Discount on products sold by Norco