Manager, Patient Experience Operations (Finance)

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 AIDET® 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.