Providence Health & Services Patient & Market Experience Closed Loop Director in California
Providence St. Joseph Health is calling a Patient & Market Experience Closed Loop Director. This position works 100% remotely so is open to candidates residing in Alaska, Washington, Montana, Oregon or California.
Applicants that meet qualifications will receive a text with additional questions from our Modern Hire system.
We are seeking a Patient & Market Experience Closed Loop Director who will focuse on service recovery, issue identification and root cause investigation to influence needed experience changes. This Director will be responsible for ensuring RC’s process for following up on customer feedback is running efficiently and delivering maximum impact to Providence Revenue Cycle. The Patient & Market Experience Closed Loop Director will also be responsible for managing a team of frontline root cause investigators tasked with analyzing relevant data (customer feedback, operational data, etc) to identify the root of the problem from the caregiver and patient perspective which will inform service experience design and experience improvement plans.
In this position you will have the following responsibilities:
Build best in class Closed Loop capabilities within Revenue Cycle, lead with a COE mindset.
Develop processes and permissions guiding Providence on how to follow-up real-time on customer feedback to improve customer retention in addition to making structural changes to omnichannel improvements.
Establish a specialized resource group for Inner Loop service recovery skilled at de-escalation to handle the most complex issues, establish career paths within and beyond the Contact Center.
Direct Inner Loop operations, including regular process optimization as needed based on the volume of at-risk customers and experience priorities to drive greater impact.
Support RC PME continuous improvement Director(s) by leading the Outer Closed Loop root cause investigation with frontline SMEs, inform backlog refreshes.
Direct Outer Loop root cause investigations, fueling continuous improvement pipelines (quantify pain points and people, process and technology opportunities).
Work directly with Service Design Experience and Experience Improvement Directors to forecast, evaluate, and report out on results in terms of patient experience impact.
Influence frontline caregiver empowerment, encouraging the development of solutions/action plans that alleviate reported customer pain points.
Establish ambitious objectives and key results in partnership with Contact Center, Access, Service Experience Design and Experience Improvement Directorship.
Generate timely communications /operating reports that relay Closed Loop learnings and priorities ensuring knowledge builds and Closed Loop capabilities evolve as we learn.
Direct and prioritize Closed Loop experience management platform design changes to improve the caregiver inner loop (service recovery) user experience.
Required qualifications for this position include:
7 years of directorship experience in customer service, service recovery or customer experience management related roles.
Experience managing a team of 10 resources.
Familiarity with change management and inclusive Directorship best practices through education and/or work experience.
About the department you will serve.
One Revenue Cycle (ORC) is the name adopted to reflect the Providence employees who work throughout Providence Health & Services (PH&S) in revenue cycle systems and structures in support of our ministries and operations in all regions from Alaska to California. ORC’s objective is to ensure our core strategy, One Ministry Committed to Excellence, is delivered along with the enhanced overall patient care experience (know me, care for me, ease my way) by providing a robust foundation of services, operational and technical support, and the sharing of comprehensive, relevant, and highly specialized revenue cycle expertise
We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Non-Clinical Director/Executive
Other Location(s): Montana, California, Washington, Oregon, Alaska
Req ID: 323578