Manager, Patient Experience Operations

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.


* R...