Manager, Care Experience and Operations - Emergency Department

Company: Medical University of South Carolina
Location: Charleston
Posted on: April 1, 2026

Job Description:

Job Description Summary Manager, Care Experience and Operations The Manager of Care Experience and Operations is responsible for assisting in investigating and operationalizing new initiatives to ensure MUSC Health achieves market differentiation for how patients and customers experience care across all emergency departments. Entity Medical University Hospital Authority (MUHA) Worker Type Employee Worker Sub-Type? Regular Cost Center CC002345 SYS - Patient Experience Pay Rate Type Salary Pay Grade Health-31 Scheduled Weekly Hours 40 Work Shift Job Description Manager, Care Experience and Operations The Manager of Care Experience and Operations is responsible for assisting in investigating and operationalizing new initiatives to ensure MUSC Health achieves market differentiation for how patients and customers experience care across all emergency departments. Your work will directly support the enhancement of future emergency department care experiences so that patients and customers experience care that is frictionless, timely, connected, compassionate, and value driven. You will collaborate closely with cross-functional teams to support the adoption of relationship-centered solutions across digital and physical platforms. This role requires a deep understanding of how to deliver high-quality, safe care across the entire care continuum but will focus primarily on the emergency department. Reporting Structure This individual will report to the Chief Experience Officer for MUSC Health. This individual will also collaborate closely with other leaders at the enterprise level. Responsibilities 1 You will function as one of MUSC Health’s care experience experts by leveraging your nursing experience along with your understanding of the multiple patient touch points to facilitate the development and implementation of evidence-based healthcare practices that consistently exceed the expectations of patients and customers. 2 Implement and manage enhancements to how MUSC Health delivers care across the care continuum through leading assigned key touchpoint projects that allow personalization. 3 Through a data-driven and scientific approach, you will support the implementation of evaluation processes established by senior leadership, to identify and monitor key performance indicators and relevant outcomes across the care continuum (patient/customer journey) to help achieve MUSC’s aspiration goals. 4 With a keen focus on clinicians and trainees, you will work to enhance current technology, adopt and deploy innovative concepts to enhance the experience for all in the emergency department. 5 Utilize standard project management methods and tools to ensure transformational experience changes are achieved on time and on budget. 6 Use data visualization methods to illustrate voice of the customer/patient to enhance current care journeys and identify opportunities to create new offerings that will enable MUSC Health to achieve our ambition. 7 Contribute to building linkages between experience data, operational metrics, and care team member engagement metrics to support the adoption of efficient, effective, and value-driven improvement strategies that ultimately lead to better 8 Promote systemwide adoption and utilization of Relation-Centered Communication techniques. 9 Approximately 75% of this role will be devoted to leading, partnering, and coaching clinical leaders and staff to enhance or create clinical workflows that promotes “systemness” resulting in an elevated care experience for all, regardless of location. 10 Travel across the enterprise will be required. Most travel will consist of “day trips,” but all travel should not exceed 25%. Additional Job Description Minimal Qualifications: Registered Nurse (RN) Bachelor of Science in Nursing Bedside Care Experience Understanding of regulatory requirements for clinical care EPIC tools, documentation, and Clinical workflow experience Project Management Experience Optional Additional Experience: SQL & DAX coding experience MBA (preferred) or similar master level education with a business concentration Data visualization tools like Tableau, Qualtrics, PowerBi (preferred), etc. User Experience (UX), human-centered design, and journey mapping experience If you like working with energetic enthusiastic individuals, you will enjoy your career with us! The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need. Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees

Keywords: Medical University of South Carolina, Summerville , Manager, Care Experience and Operations - Emergency Department, Healthcare , Charleston, South Carolina