Manager, Caregiver Engagement Operations

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Imagine Pediatrics

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51 - 200 Mitarbeiter

🧘 Wellness

👥 B2C

Healthcare • Wellness • B2C

Imagine Pediatrics ist ein Gesundheitsdienstleister, der sich auf die Bereitstellung spezialisierter Kinderbetreuung konzentriert. Das Unternehmen engagiert sich für die Verbesserung der Gesundheit von Kindern durch individuelle medizinische Betreuung, präventive Maßnahmen und effektive Behandlungsmöglichkeiten. Mit einem Team erfahrener Fachkräfte strebt Imagine Pediatrics an, für Kinder und ihre Familien ein unterstützendes und einladendes Umfeld zu schaffen und dabei die Bedeutung eines gesunden Starts für alle Individuen zu betonen.

Beschreibung

• Own Caregiver Experience Outcomes • Accountable for NPS performance and trend improvement • Partner cross-functionally with SME leaders to define and operationalize the caregiver experience across the full journey • Identify gaps in experience and drive measurable improvements • Translate Insight into Action • Collect and synthesize caregiver feedback across channels • Turn insights into clear operational changes, standards, and workflows • Partner with clinical, operations, and product teams to implement changes • Drive Operational Consistency • Define “what good looks like” for key caregiver touchpoints • Build and maintain standard processes that reduce variability in experience • Monitor adherence and performance against experience standards • Lead Caregiver Voice Programs • Own and evolve the Patient Family Advocacy Council (PFAC) • Design and manage peer-to-peer caregiver support programs • Ensure caregiver voice is consistently represented in decision-making forums • Enable Teams to Deliver • Partner with Learning & Development to embed experience standards into training • Reduce cognitive burden by simplifying workflows tied to caregiver interactions • Support teams with tools, guidance, and feedback loops • Measure and Report • Track leading indicators tied to trust, engagement, and satisfaction • Communicate performance, insights, and actions to leadership

🎯 Anforderungen

• 3-5+ years of experience in operations, customer experience, or service delivery • Experience working with Medicaid families and caregivers • Proven track record of improving customer or patient experience metrics • Experience building and scaling processes in a complex, cross-functional environment • Strong ability to translate qualitative insight into operational change • Experience working in healthcare or value-based care preferred

🏖️ Vorteile

• Competitive medical, dental, and vision insurance • Healthcare and Dependent Care FSA; Company-funded HSA • 401(k) with 4% match, vested 100% from day one • Employer-paid short and long-term disability • Life insurance at 1x annual salary • 20 days PTO + 10 Company Holidays & 2 Floating Holidays • Paid new parent leave • Additional benefits to be detailed in offer