Duly Health and Care
Manager of Patient Advocacy
Duly Health and Care, Downers Grove, Illinois, United States, 60516
Overview
Manager of Patient Advocacy
Full-time:
Monday- Friday; 8:00am 4:30pm
Location: Hybrid Schedule; 5 days in office. Downers Grove, IL 60515
Holistic benefits designed to help our team members flourish in all aspects of their lives, including:
Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider. Employer provided life and disability insurance. $5,250 Tuition Reimbursement per year. Immediate 401(k) match. 40 hours paid volunteer time off. A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met. The Manager of Patient Advocacy is responsible for overseeing the Duly Health and Care patient advocacy team, receiving patient feedback, and ensuring the execution of all Duly Health and Care patient satisfaction initiatives. This role will be responsible for ensuring that the execution of all patient advocacy programs across the organization reflect the real-world patient experience and advance Duly Health and Care's patient-centered care agenda. This role will be critical in ensuring that Duly Health and Care's mission and vision of delivering the highest quality of medical care with a consistent focus on providing a high-quality patient experience is achieved. The Patient Advocacy Manager will also be instrumental in the development, and promotion, of a patient centered culture with an emphasis on outstanding service and compassion.
Responsibilities
Provide guidance, oversight, and support to the patient advocacy team (50%)
Oversee and provide direction to the patient advocacy team Monitor the handling of patient feedback to ensure appropriate call escalation and the resolution of any patient related concerns Follow-up on calls that require call escalation to ensure a positive patient experience and successful resolution Track and Monitor patient feedback to identify trends and determine root cause (25%)
Proved documentation of all patient feedback that is received Utilize patient feedback data to generate a variety of reports to be shared with internal audiences on a regular basis Work with our data team to ensure that all data is communicated in a timely and accurate manner Partner with leadership on the preparation of key data dashboards and other reporting tools Collaborate with all Departments across Duly Health and Care to improve the patient experience (25%)
Develop new process to improve and create consistent communications with patients Create a culture at Duly Health and Care that emphasizes improved patient access and a positive patient experience Utilize root cause data to make process improvements across the organization Qualifications
Bachelor's Degree in business, marketing, communications, health care administration, or related field required Able to communicate effectively and professionally Able to analyze, compare, and interpret data Able to produce accurate high-quality reports with exceptional attention to detail Able to work independently, or as a member of a team, to accomplish objectives and goals Able to prioritize tasks based on urgency and importance Proficient with Microsoft Office suite 8 years of experience Physician group or healthcare environment with proven growth in role and responsibilities required Experience in managing a patient focused department at a hospital or physician group preferred
The compensation for this role includes a base pay range of $85K-$128K, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.
Manager of Patient Advocacy
Full-time:
Monday- Friday; 8:00am 4:30pm
Location: Hybrid Schedule; 5 days in office. Downers Grove, IL 60515
Holistic benefits designed to help our team members flourish in all aspects of their lives, including:
Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider. Employer provided life and disability insurance. $5,250 Tuition Reimbursement per year. Immediate 401(k) match. 40 hours paid volunteer time off. A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met. The Manager of Patient Advocacy is responsible for overseeing the Duly Health and Care patient advocacy team, receiving patient feedback, and ensuring the execution of all Duly Health and Care patient satisfaction initiatives. This role will be responsible for ensuring that the execution of all patient advocacy programs across the organization reflect the real-world patient experience and advance Duly Health and Care's patient-centered care agenda. This role will be critical in ensuring that Duly Health and Care's mission and vision of delivering the highest quality of medical care with a consistent focus on providing a high-quality patient experience is achieved. The Patient Advocacy Manager will also be instrumental in the development, and promotion, of a patient centered culture with an emphasis on outstanding service and compassion.
Responsibilities
Provide guidance, oversight, and support to the patient advocacy team (50%)
Oversee and provide direction to the patient advocacy team Monitor the handling of patient feedback to ensure appropriate call escalation and the resolution of any patient related concerns Follow-up on calls that require call escalation to ensure a positive patient experience and successful resolution Track and Monitor patient feedback to identify trends and determine root cause (25%)
Proved documentation of all patient feedback that is received Utilize patient feedback data to generate a variety of reports to be shared with internal audiences on a regular basis Work with our data team to ensure that all data is communicated in a timely and accurate manner Partner with leadership on the preparation of key data dashboards and other reporting tools Collaborate with all Departments across Duly Health and Care to improve the patient experience (25%)
Develop new process to improve and create consistent communications with patients Create a culture at Duly Health and Care that emphasizes improved patient access and a positive patient experience Utilize root cause data to make process improvements across the organization Qualifications
Bachelor's Degree in business, marketing, communications, health care administration, or related field required Able to communicate effectively and professionally Able to analyze, compare, and interpret data Able to produce accurate high-quality reports with exceptional attention to detail Able to work independently, or as a member of a team, to accomplish objectives and goals Able to prioritize tasks based on urgency and importance Proficient with Microsoft Office suite 8 years of experience Physician group or healthcare environment with proven growth in role and responsibilities required Experience in managing a patient focused department at a hospital or physician group preferred
The compensation for this role includes a base pay range of $85K-$128K, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.