Program Manager, Patient Services (Voice of Customer Analytics)

About the position

The Program Manager, Patient Services will be a pivotal role within the Quality Monitoring and Experience Optimization team, driving the advancement of our Customer Experience (CX) monitoring program using modern tools and technologies. This position will support Voice of the Customer (VoC) initiatives, service insights, and compliance oversight. You will be responsible for developing, maintaining, and executing Speech Analytics and survey programs to derive strategic insights for process and performance improvement. Additionally, this role involves managing post-call survey programs and collaborating with external vendors and internal stakeholders to maximize the value of VoC data.

Responsibilities

• Develop and enhance Speech Analytics and survey tools; maintain text analytics taxonomy
• Support transactional and relationship studies through questionnaire development, quantitative, and qualitative analysis, using various tools and software
• Synthesize data and insights across various customer feedback mechanisms to create and deliver presentations to frontline employees, middle management, and executives
• Oversee post-call customer surveys and manage vendor relationships
• Capture key findings and recommend and/or drive process or performance improvements from inception to implementation with an emphasis on measuring impact
• Support and inform the strategic direction of the Quality Program, contributing to continuous improvement and industry best practices
• Foster cross-functional relationships and serve as a Subject Matter Expert across the company to advocate on behalf of the customer
• Serve as IT Lead for Quality Technology programs (e.g., Verint, Five9)
• Coach and develop Quality Associates and Program Leads
• Other duties as assigned

Requirements

• Bachelor’s degree with 3+ years relevant experience OR Master’s degree with 2+ years relevant experience
• Experience with Verint and/or other Speech Analytics Software
• Experience with Qualtrics and/or other survey software
• 2+ years VoC analytics experience
• Strong storytelling skillset and ability to influence with data-informed business insights and presentation skills

Nice-to-haves

• Background in healthcare service organizations, preferably Patient Services

Benefits

• Commitment to excellence and a pioneering spirit
• Opportunities for learning, growth, and expanding skills
• Culture of inclusion and belonging
• Diverse backgrounds, cultures, and perspectives are valued