Manager, Care and Operations - Emergency Department

Manager, Care Experience and Operations - Emergency Department

Join to apply for the Manager, Care Experience and Operations - Emergency Department role at MUSC Health. 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.

The Manager of Care Experience and Operations 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. The 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. This position reports to the Chief Experience Officer and collaborates closely with other enterprise leaders.

• Function as a care experience expert, leveraging nursing experience and understanding of patient touch points to develop and implement evidence‑based healthcare practices that exceed expectations.
• Implement and manage enhancements to care delivery through leading key touchpoint projects that allow personalization.
• Support data‑driven evaluation processes to identify and monitor key performance indicators and outcomes across the patient/customer journey.
• Enhance current technology, adopt and deploy innovative concepts to improve the emergency department experience.
• Use standard project management methods and tools to ensure transformational changes are on time and on budget.
• Use data visualization to illustrate voice of the customer and identify opportunities for new offerings.
• Build linkages between experience data, operational metrics, and engagement metrics to support adoption of improvement strategies.
• Promote systemwide adoption of Relationship‑Centered Communication techniques.
• Devote approximately 75% of the role to leading, partnering, and coaching clinical leaders and staff to enhance or create workflows that promote “systemness.”
• Maintain travel of up to 25% across the enterprise.

• Registered Nurse (RN)
• Bachelor of Science in Nursing
• Bedside care experience
• Understanding of regulatory requirements for clinical care
• Experience with EPIC tools, documentation, and clinical workflow
• Project management experience

• SQL & DAX coding experience
• MBA or similar master level education with business concentration (preferred)
• Data visualization tools like Tableau, Qualtrics, Power Bi (preferred)
• User Experience (UX), human‑centered design, and journey mapping experience

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.

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