Manager, Caregiver Engagement Operations

🕒 il y a 20 jours

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Imagine Pediatrics

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51 - 200 employés

🧘 Bien-être

👥 B2C

Healthcare • Wellness • B2C

Imagine Pediatrics est un prestataire de soins de santé spécialisé dans les soins pédiatriques. L'entreprise est dédiée à l'amélioration de la santé des enfants grâce à une attention médicale personnalisée, des soins préventifs et des options de traitement efficaces. Avec une équipe de professionnels expérimentés, Imagine Pediatrics cherche à créer un environnement accueillant et favorable pour les enfants et leurs familles, en mettant l'accent sur l'importance d'un bon départ pour tous les individus.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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