Sr. Manager, Patient Experience

Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

The Sr. Patient Experience Manager works with internal stakeholders across teams supporting the work of patient marketing, experience and engagement initiatives across markets. This individual is responsible for leading Privia Health’s programs that help our practices understand Medicare and patient experience initiatives and support. This role also helps lead our Marketing and education efforts related to products and services such as our myPrivia mobile app, Privia Care Partners, Amalgam/AI initiatives, Clinical Research and Virtual Health. This role will work closely with the Patient Marketing, Performance Management, Quality/Value-Based Care, and other teams, both at local and national level, to engage and educate patients and providers around related initiatives.

• Develops and leads strategy for Medicare enrollment, both the Annual Enrollment Period (AEP) and for patients aging into Medicare
• Creation and implementation of training and development programs for teams and practices related to patient experience, including webinars and in-office materials
• Collaborates with partner broker(s) to support patients interested in learning more about their coverage options
• Collaborates with payers on co-branded marketing campaigns, e.g. direct mail, email, digital marketing
• Supports the National Quality, CAHPS, and Population health strategy through Marketing and education support
• Develops action plans with market teams and target practices to engage patients within the office
• Reviews and analyzes patient engagement, attribution, and enrollment data to identify opportunities; Use of data and analytics to build KPIs and set that incentivize teams and drive business goals
• Collaborates with Patient Marketing to develop direct outreach campaigns, via email/text/phone/web
• Manages new product requests related to patient engagement/experience
• Supports Project GATA and related attribution efforts
• Key stakeholder for large projects (Falcon, Lone Star, Cornerstone), athena Council, payer initiatives, PFAC, PE training program
• Manages engagement tactics: Amalgam, AI vendors, etc; onsite/event support related to patient initiatives)
• other duties as assigned

• Bachelor’s degree preferred or commensurate level of experience
• 3+ years experience working in Patient Communications, Experience or related role
• Healthcare experience required; experience understanding and explaining all parts of Medicare
• Strong knowledge of data analysis
• Must comply with HIPAA rules and regulations

 

The salary range for this role is $80,000.00-$100,000.00 in base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs). This role is also eligible for an annual bonus targeted at 15% and restricted stock units. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location. 

All your information will be kept confidential according to EEO guidelines.

Technical Requirements (for remote workers only, not applicable for onsite/in office work):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.

Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. We understand that healthcare is local and we are better when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.