Patient Experience Lead
Company Summary:
Strive Health is a built-for-purpose business working to transform a broken kidney care system. We are fundamentally changing the lives of kidney disease patients through early identification and engagement, comprehensive coordinated care, and home-first dialysis. Strive’s model is driven by a high-touch care team that integrates with local providers and spans the entire care journey from CKD through ESRD, and leverages comparative and predictive data and analytics to identify patients at risk. Strive Health’s interventions significantly reduce the rate of emergent dialysis crash, cut inpatient utilization, and significantly improve patient outcomes and experience.
Job Summary:
The Strive Patient Experience Lead is responsible for the strategy, development, and management of the patient experience across all care programs at Strive Health. The Patient Experience Lead is responsible for developing the overall patient experience strategy, managing the day-to-day patient experience operations, and measuring success across the organization. This role is responsible for developing unique patient experience programs tailored to the patient population, partnering across the organization to deploy programs, and measuring program success. The Patient Experience Lead will work with multiple team members across Strive and must be successful at aligning multiple teams with different objectives. The patient experience at Strive is critical to success and the Lead will be responsible for developing and deploying a best-in-class patient experience.
Responsibilities:
· Patient Experience Strategy and Operations
o Develop and execute on the Strive patient experience strategy
o Identify key value levers and drivers of the patient experience in the Strive care model
o Develop programs tailored to improving the patient experience
o Develop measurement tools to manage the patient experience across multiple markets
o Work closely with field teams to deploy new programs and pilots, monitor for success, and iterate as needed
o Create a patient experience field structure
o Work cross-functionally to align teams on patient experience goals
· Patient Experience Programs Creation and Management
o Manage all day-to-day patient experience programs
o Develop project plans and management tools to evaluate programmatic success
o Develop reporting tools at the market level and executive level to report on patient experience measures and program performance
o Create innovative programs that address the needs of Strive patients
o Be the organizational expert on the Strive patient’s needs
· ICH CAHPS Survey Management
o Manage the survey vendor relationship for ICH CAHPS
o Ensure all CMS requirements are met for ICH CAHPS
o Manage performance improvement programs and pilots
· Patient Advisory Board
o Serves as liaison for Patient Advisory Board
o Manage Patient Advisory Board panel
· NCQA Survey Management
o Manage the survey vendor relationship for the NCQA surveys related to the patient experience
o Ensure all NCQA requirements are met
o Manage performance improvements programs and pilots
· Patient Activation Measure (PAM)
o Familiarity with PAM survey is a plus.
o Candidate will manage implementation and use of the PAM survey across all markets.
o The measure assesses patient knowledge, skill, and confidence for self-management.
o The incumbent will analyze and report the results among different departments including Care Model Team and Quality.
· Leadership
o Be the leader of the patient experience across Strive
o Manage a patient experience field structure
o Lead internal and external teams
o Develop and lead trainings
Minimum Qualifications:
· 7-10 years healthcare experience or related experience
· At least 3 years of experience managing an internal staff
· Demonstrated ability to manage vendors
· 3-5 years working in patient experience or a related field
· Graduate degree preferred in a relevant field (MPH, MHA, MBA, etc)
· Experience working in kidney care or with chronic disease preferred
- Demonstrated ability to coordinate cross-functional stakeholders in order to achieve business objectives and accomplish team goals
- Demonstrated ability to influence others in the organization who do not have reporting linkages and gain consensus
· NCQA and CAHPS knowledge preferred
Job Relationships:
Reporting to: Head of Care Model Design and Innovation
Team: Care Model Team led by Chief Medical Officer
Strive Health offers competitive compensation and benefits. An annual performance bonus, determined by company and individual performance, is available for many roles and aligned to Strive Health guidelines.