Experience Manager
Description
MedVet is the largest network of emergency and specialty hospitals owned and led by veterinarians. This distinction means we place the needs of our team first and have unique insight into the challenges our caregivers face and what’s needed to provide the best specialty and emergency medicine every time, every day, to everyone.
The Experience Manager is responsible for ongoing assessment, refinement, and implementation of educational and analytic plans in support of the MedVet Experience strategy.
Learning strategy tasks include ongoing general and role-specific learning needs assessments, content development, and learning experience delivery whose methods can range from virtual to in-person to on-demand based on hospital needs. The Experience manager serves as an admin for MedVet’s learning management system and maintains all pertinent attendance records and reporting.
The Experience Manager also oversees the Experience analytic strategy. Conducts needs assessments, survey design, administration, and reporting processes, monitoring results, and conducting additional quality checks and analysis as needed to focus/support improvement efforts. The Experience Manager collaborates with Marketing and the Data team to incorporate Client Experience data into MedVet dashboards and cross-functional reporting.
The Experience Manager is an internal expert resource for MedVet people managers and can assist with orientation to the survey process, reporting, and results interpretation. The Experience Manager will be an Experience expert and will partner with hospital and regional dyads to support implementation of the MedVet Experience strategy. This position requires up to 50% outreach (virtual and travel) to MedVet hospitals to build strong, committed, working relationships with Dyads and to deliver exceptional learning experiences.
This position requires ongoing dedication to improving the Referral Partner, Client and Patient experience, enthusiasm for teaching and developing others, and a focus on accurate, data-driven practice to ensure the work we are doing is having a measurable impact.
Responsibilities include, but are not limited to:
Experience Analytics and Reporting
- Cultivates positive working relationships with MedVet people managers to gain an understanding of current analytic understanding, needs, and preferences. Anticipates need for more intensive support.
- Trains new MedVet leaders and team members on Experience survey tools, process, and reporting. Ensures appropriate set-up and access to data and resources.
- Quality-checks Experience survey response rates and statistics; proactively identifies and resolves complex and escalated issues.
- Analyzes Experience data; formulates, creates, prepares, and distributes monthly/quarterly/annual reports as per MedVet strategy.
- Ensures quality, integrity, and accuracy of all MedVet Experience reporting.
- Conducts additional Experience data analysis in support of MedVet initiatives as requested/approved.
- Supports updates or expansion of MedVet Experience survey tools and processes.
- Collaborates cross-functionally with Finance, Operations, Marketing, and Medical/Clinical teams on projects involving integrated reporting and analytics.
MedVet Experience Curriculum Delivery
- Collaborates with Vice President Experience and MedVet subject matter experts on identification, creation, and customization of MedVet Experience learning modules and related resources.
- Creates, monitors, and maintains master schedule of MedVet Experience learning offerings – overall and hospital-specific.
- Delivers / Leads MedVet Experience learning training sessions as per Experience strategy.
- Provides feedback to appropriate MedVet leadership on learner response and performance in Experience educational sessions.
- Evaluates learner feedback and provides improvement recommendations to Vice President Experience for implementation of learning content and delivery.
- Maintains learning session records; provides detailed reporting to hospital Dyads and others as needed. Actively leverages Learning Management System or other MedVet supports and resources as available.
Cross-Functional Collaboration
- Builds collaborative working relationship with MedVet colleagues similarly engaged in analytics and/or curriculum delivery, e.g., Human Resources, Organizational Development, Medical Services, Clinical Services, etc.
- Ensures that Experience learning content is aligned with broader MedVet learning strategy and concurrent initiatives.
Knowledge, Skills, and Abilities
Our ideal candidate has a minimum of 5 years of veterinary or healthcare experience in customer service, sales, communications, education, or consulting. In addition, this position requires:
- Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint
- Executive presence and comfort level in working with hospital leadership
- Content development experience
- Demonstrated ability to connect with learners, facilitate learning sessions, and to consistently deliver an impactful learning experience.
- Critical thinking skills
- Attention to detail
- Excellent verbal and written skills
- Demonstrated experience in building positive working relationships
- Demonstrated ability to multi-task and operate effectively in a fast-paced environment
- Proficiency in CRM systems such as Salesforce preferred but not required
- Travel requirement: 50%
MedVet offers a competitive compensation and full benefits package, including paid time off, health insurance, dental, vision, and 401K.
Come as you are. MedVet is an equal opportunity employer. We are also a drug-free organization; therefore, employment with MedVet is dependent upon the passing of a drug screen and background check.
MedVet does not accept unsolicited resumes from third-party recruiters.
The posted range for this position is $79,000-$110,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc.