Thundermist Health Center

About Thundermist Health Center

Thundermist's Mission - To improve the health of our patients and communities by delivering exceptional health care, removing barriers to that care, and advancing healthy lifestyles General Responsibilities: The Director of Patient Experience is responsible for the overseeing & coordinating all patient relations, experience and engagement activities at Thundermist. This role works closely with other Thundermist leaders to identify opportunities to deliver exceptional patient experience to a diverse patient population and mitigate business operations that lead to suboptimal patient experiences. This role oversees the leadership of the Patient Contact Center, Document Management and other departments/projects/initiatives as assigned. Required Qualifications: 1.MSW/MBA/MPH/MPA orsimilar or Bachelor of Science in Health, Business or related field or commensurate experience, with 3 to 5 years of related experience in progressive leadership roles. 2. Demonstrated ability to analyze data and solve problems using an evidence-basis 3. Familiarity with healthcare business operations required, experience in a safety net provider setting preferred 4. Project Management experience required; project management certification preferred 5. Excellent oral and written communication skills 6. Able to work independently and collaboratively 7. Bilingual capacity (English/Spanish preferred) 8. Lived experience as a resident Thundermist community or member of a target population preferred Physical Effort/Environment: Able to sit, stand, and walk for long periods of time. Extensive computer use. Work Schedule Demands: Full time position requiring regular business hours; occasional evenings and weekends may also be necessary to meet position demands. Frequent travel to all sites required. Communication Skills: Exceptional written, verbal, and presentation skills Confidentiality of Information: Significant access to patient records and accounts, policy, and budget information. Significant Job Functions: 1. Develop, implement and evaluate Thundermist’s “Patient Experience” initiatives inclusive of all departments and programs. Refine patient experience and improve issue resolution feedback loop by developing a patient feedback committee/focus groups and streamline ongoing feedback mechanisms. 2. Utilize patient feedback to inform Thundermist strategy in operational activities and Thundermist’s needs assessment activities 3. Receive, document, evaluate and respond to patient complaints in partnership with risk management and department staff in a timely manner. 4. Lead assigned business operations in Contact Center & Document Management such that patient experience and workflows operate in the most optimal way. Work to deploy lean principles that reduce waste, improve the flow of information and enhance staff and patient experience in day to day operations. 5. Recruit, hire, supervise and evaluate performance of assigned staff members 6. Understand patient experience within the cultural context of patient’s diverse backgrounds and the diversity of each community where Thundermist operates. Support the work of Thundermist’s diversity and inclusion and trauma informed initiatives, including active participation in related committees 7. Gather, analyze and use data to inform & develop strategic goals regarding patient experience. Use data to test impact of deployed changes. 8. Provide leadership and champion patient experience/engagement initiatives through Thundermist operations with a focus on assigned departments. Modify contact center and document management workflows to best support the needs and experience of both patients and providers. 9. Spearhead lean initiatives when needed. Work in conjunction with other leaders and staff to identify workflows that impact patient experience and flow and develop strategies to optimize workflows. 10. Ensure Thundermist business operations support clinical operations and patient experience at all times. Reduce waste and improve workflows across multiple departments. 11. Manage department budgets with assistance from department managers, leaders or staff as appropriate Other duties as assigned. Thundermist is dedicated to the goal of building and maintaining a diverse and inclusive workforce committed to caring for patients in a manner that is respectful of cultural difference. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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Company Size: 51 - 250

Revenue: 25 - 100 million (USD)

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