Clinic and Patient Experience Manager

Company: Orchid Health
Location: Eugene
Posted on: February 1, 2025

Job Description:

Join an Organization that Puts its People First!Interested in helping grow a healthcare model based on trusting relationships, joy in work, and health equity? Orchid Health might be just the place for you!Orchid Health was founded 10 years ago with the belief that the most effective way to improve the health of our communities is through integrated patient-centered care that takes the time to listen to and build trusting relationships with each patient. We are committed to our communities and each other and are proud of the positive feedback and reputation that we have built. We currently see thousands of patients at our six Oregon clinic locations, all supported by a talented, passionate, and dedicated staff.Our mission is to advance a new model for community health to thrive based on relationships, joy in work, and health equity. We achieve this by operationalizing our four pillars and core values through a number of daily, weekly, monthly, and triannual practices.Four Pillars (in order of priority):

• Employee Well-Being
• Trusting Patient Relationships
• Community Health
• Financial SustainabilityCore Values:

• Challenge the Status Quo
• Cultivate Respect
• Courageously Vulnerable and AccountableWhy work for Orchid Health?At the foundation of Orchid Health's culture is the creation of a safe space for all team members to show up as themselves. We believe each team member has something unique to contribute, and it is through the collective sensing and responding of all team members, not just leadership, that we have the opportunity to advance our mission, become a trailblazing healthcare organization, and a bright spot of hope for both patients and our peers. Orchid's team members have abundant opportunities to expand their professional skills in a supportive environment, participate in community outreach efforts and partnerships, and enjoy a robust benefits package.Compensation:
  • $95,000 - $115,000 depending on experience and skillsBenefits:
    • Work Flexibility! Work from home one day per week.
    • Medical, Dental, & Vision - Orchid pays monthly premiums at 100% for team members and at least 50% for their dependents for base medical and dental plans.
    • $1000/year Wellness Benefit - for things that make you happy!
    • 401(k) with a company match and financial planning and wellness resources available at no cost.
    • A Continuing Education / Continuing Medical Education budget for all team members.
    • An Employee Assistance Program (EAP) that provides mental health support, financial planning, and lifestyle training opportunities, at no cost to employees.
    • 128 hours of PTO per year, annually front-loaded with tenure-based increases.
    • 40 hours of paid inclement weather and emergency closure leave, annually front-loaded.
    • 8 paid holidays, plus your birthday off!
    • Free care at our clinics for team members and their families.
    • And more!*Team members are eligible for benefits on the first of the month following 30 days of employment.The schedule for this position is Monday - Friday / 8:00am - 5:00pm.Position Description:The Clinic and Patient Experience Manager is a hybrid position that will grow to hold five key roles for the organization:
    • Clinic Manager at McKenzie River - .5 FTE
    • Head of Patient Experience for the Organization - .2 FTE
    • Head of RHC/SBHC/VFC Programs for the Organization - .1 FTE
    • Offer Supervision and Support to the Medical Records and Referrals Team - .1 FTE
    • Offer Supervision and Support to our Systems and Compliance Team Members - .1 FTEAn effective Clinic and Patient Experience Manager cultivates trust, safety, and team ownership of outcomes. They will foster team-based decision-making by providing guidance and structure to support the team's overall success. They are responsible for leading and managing the overall patient experience partnering with Marketing, Data, and Systems team members to ensure the highest level of patient satisfaction and engagement. This role involves developing and implementing programs, policies, and initiatives that enhance the patient journey.Additionally, working closely with the Executive and Operations Directors, this position will help the McKenzie River Clinic transition to become self-managed in mid-2025. As McKenzie River becomes self-managed, this position will take on the role of Self-managed Clinic Operations Coach for all three Lane County Clinics - McKenzie River, Oakridge, and Fern Ridge.Responsibilities:Clinic Manager Responsibilities: 50% of weekly time (20 hours per week with 16 hours in clinic)
      • Serve as the Clinic Manager for Mckenzie River Clinic.
      • Meet and exceed financial goals by hitting patient health outcomes, visits per day, and patient panel size targets.
      • Work with teams to create, develop, and manage project plans, and OKRs, and facilitate decision-making processes in alignment with Orchid policies and procedures.
      • Participate in the development of the annual clinic budget.
      • Monitor clinic office supplies, clinical supplies, and equipment through delegation as appropriate, within the established budget range.
      • Hold team member 1:1s and conduct annual reviews.
      • Listening, responding, and acting upon real-time feedback from clinical team members.
      • Communicate/navigate situations with upset patients.
      • Approve/amend timesheets and manage PTO.
      • Weekly, monthly, and ad-hoc reports for operational efficiency.
      • Address team member's concerns.
      • Organize team-building activities.
      • Co-Plan community events.
      • Coordinate partnerships with other organizations.
      • Support and promote our Orchid Health culture, mission, and core values.
      • Support the Director of Operations with monitoring and sustaining positive quality, compliance, and financial metrics within our clinics.Patient Experience: 20% of weekly time (8 hours per week)
        • Serve as primary subject matter expert for patient satisfaction, engagement, service recovery, and complaint/grievance resolution organization-wide.
        • Develop and implement comprehensive patient experience strategies to enhance patient satisfaction, loyalty, and engagement aligned with the organization's vision, mission, and goals.
        • Partner with compliance to ensure compliance for patient experience in state and federal regulations.
        • Manage patient complaints and grievances, ensuring timely and effective resolution.
        • Stay current with industry trends and best practices in patient experience and healthcare quality per MGMA standards. Keeping current on NPS trends, compliance, and best practices through networking opportunities and continued education events.
        • Develop and deliver training programs for staff on best practices in patient experience in alignment with Orchid's learning and development action plan. Collaborating with operations department staff in the development and implementation of these trainings.
        • Oversee patient communication and education efforts utilized by clerical and clinical staff to ensure clarity, empathy, and effectiveness. Lead ongoing training and development as identified by operations to ensure this is achieved.
        • Collaborate with clinical and non-clinical staff to identify and address areas for improvement in the patient experience.
        • Conduct regular patient surveys and reviews to identify trends, successes, and areas for improvement.
        • Analyze patient feedback and satisfaction data to identify successes to celebrate and address areas for improvement.
        • Develop and manage budgets for patient experience initiatives and projects.
        • Inspire, motivate, and guide staff to ensure patient experience goals are met up to and exceeding industry standards through information sharing, NPS data collection, Athena reporting, and collaboration with operations.
        • Proactively resolve conflicts positively and constructively utilizing Orchid's communication and conflict resolution tools and methods.
        • Develop and maintain good working relationships with both internal staff and external entities in the organization.
        • Interact positively and productively with staff and workgroup teams across the organization and as needed facilitate meetings that have clear objectives and meaningful outcomes.Operations Support: 20% of weekly time (8 hours per week)
          • Assist the Director of Operations in policy and program development and implementation at all clinics.
          • Collaborate with the Data and Quality Manager for policy and procedure review and documentation preparation for RHC, SBHC, VFC, and PCPCH certification for all Orchid clinics.
          • Responsible for clinic preparation for RHC, SBHC, VFC, and PCPCH oversight including clinic audits and management for RHC, SBHC, VFC, and PCPCH Surveys for all Orchid clinics.
          • Collaborate with the Compliance Officer to ensure all company standards are met for safety and OSHA standards.
          • Provide coaching support for training, performance management, and professional development.
          • OKR expertise and coaching for all clinics.
          • New location launch/operational support (to ensure Orchid Clinic operating rhythm is implemented and has traction).
          • Responsible for oversight and development of daily management practices at all clinics.
          • Support and promote our Orchid Health culture, mission, and core values.
          • Support the Director of Operations with monitoring and sustaining positive quality, compliance, and financial metrics within our clinics.Medical Records & Referrals Supervision 10% of weekly time (4 hours per week)
            • Ensure the team meets referral guidelines to process referrals based on timely care.
            • Ensure the team meets medical record guidelines to process incoming and outgoing medical records.
            • Hold team member 1:1s and conduct annual reviews.
            • Address team member's concerns.Required Qualifications:
              • Bachelor's Degree in business, healthcare, or related field or associate degree in business, healthcare, or related field and 2 years experience in clinical management, or 5 years of equivalent combination of education/related work experience.
              • Minimum of 2 years working in a clinical setting (Family Medicine preferred).
              • Requires in-depth experience with/developing business objectives, budgets, and financials.
              • Ability to deal with challenging patients and staff with empathy and compassion.
              • Strong customer service skills with emphasis on training of clinic-based staff.
              • Strong project and people management skills.
              • Strong technology skills including EHR, Adobe, Microsoft Suite, and Project management software.
              • Excellent verbal, written, and interpersonal communication skills.
              • Demonstrated competencies to manage day-to-day operations including but not limited to willingness to learn, attention to detail, respect, cooperation, dependability, and receptiveness to champion new ideas.
              • Ability to travel to the administrative office, other clinics, and company events.Preferred Qualifications:
                • CRHCP - Rural Health Certification is preferred.
                • Expert knowledge in Athena EHR is preferred.
                • Rural Healthcare experience preferred.
                • Experience in a Trauma-Informed approach to care is highly preferred.Work Environment:While in the clinic, team members may be exposed to viruses, disease, and infection from patients and specimens in the working environment. Team members may be required to work for extended periods of time at a computer. Team members use standard office equipment, such as computers, phones, and e-fax.Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee may be regularly required to use hands and fingers to operate a computer, telephone, and keyboard. This position requires intermittent physical activity, including standing, walking, bending, kneeling, stooping, reaching, and crouching, as well as lifting and supporting patients. Computer work is required for in-clinic positions. Light to moderate lifting may be required.Travel:Regular travel is required between two clinic locations in Lane County, as well as occasional travel to Portland/Clackamas County and to work events regionally.Employment Offer Contingencies:Job offers are contingent upon the successful completion of a background check and drug screening.AAP/EEO Statement:It is the policy of Orchid Health to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Orchid Health will provide reasonable accommodations for qualified individuals with disabilities.
                  #J-18808-Ljbffr

Keywords: Orchid Health, Springfield , Clinic and Patient Experience Manager, Executive , Eugene, Oregon