15 Manager of Patient Experience Jobs in Cincinnati, OH
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Cincinnati Children's Hospital Medical Center
Cincinnati, OH | Full Time
$82k-113k (estimate)
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Manager of Patient Experience
$113k-153k (estimate)
Full Time | Ambulatory Healthcare Services
2 Months Ago
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TriHealth is Hiring a Manager of Patient Experience Near Cincinnati, OH
| Job Overview: This position is responsible for regional oversight and direction for the Departments of Patient Relations, Guest Services and Volunteer Services with ability to collaborate with coaching consultants and measurement insight analysts. This leader will incorporate how we listen to the Voice of the Customer concepts and developing patient-facing service programs. These departments are located within the Service Institute. This position oversees the day to day operations related to Guest Services, Volunteer Services, and Patient Relations which includes grievance and compliment management processes. There will be an awareness of the coach team and Insight Analyst site activities to create alignment among all Patient Experience Department, thereby serving the needs of the customer. This leader will partner with key executive leaders, business unit leaders, service line, clinical, and other system leaders to acknowledge feedback from patients in a variety of ways and also to ensure high level service is provided to patients and family members on a daily basis. This position will provide processes to respond to, and resolve complaints and grievances from patients and external customers. From a patient relations perspective, this position will be responsible for maintaining integrity of patient rights, regulatory requirements, and standardized processes that are critical to this role. This position oversees the function of being continuously ready to hold the care and service of TriHealth to the Patient Rights and Responsibilities standards in addition to the TriHealth Mission, Vision, and Core Values. This position directly oversees measurement communication process and patient advocacy functions which includes the intake functions for complaints/compliments across the system. This position aligns with coaching team site plans and training team. Data analysis will be used when needed to develop action plans for sustained improvement. This position reports directly to the Service Institute Leader. Job Requirements: Bachelor's Degree Equivalent experience accepted in lieu of degree Experience with Customer/Patient Experience, Measurement and statistical data interpretation Preferred and ability to demonstrate knowledge of Advocacy, Regulatory Requirements 3-4 years experience in Healthcare Progressive Leadership 3-4 years experience in Health Administration Supervisor/Lead Job Responsibilities: Responsible for dynamic regional leadership in managing the direction of Patient Relations, Guest Services, and Volunteer Services, for TriHealth with emphasis on internal customer relationships, education acumen, standardization of key processes/standard Manages the Continuous Readiness chapter for Patient Rights and Responsibilities and participates in auditing processes and environments to ensure compliance. Oversees, models, and teaches expert documentation of measurement reports related to patient experience, complaints and grievances, and volunteer services results; following all regulatory requirements set forth by Centers for Medicaid and Medicare (CMS), Follows, develops, or enhances standard processes related to patient complaints/compliments and provides recommendations for how TriHealth can learn and improve from patient feedback. Develops and shares reports and recommendations for improvement to senior leaders and internal customers on progress of goals and outcomes related to patient experience measures; this includes complaints and grievances outcomes, collection of patient sto Policies and Procedures: Develops policies and procedures, establishes communication plans and serves as an employee and manager resource. Coordinates, writes, publishes and distributes policies and procedures. Leads and develops programs, designs training processes, and provides performance improvement coaching that supports excellent customer service from Guest Services, Volunteer Services and Patient Relations. Other Job-Related Information: Direct Report FTEs = 10-19 Knowledge related to patient and customer feedback and data management, experience with continuous quality improvement, LEAN, and/or Six Sigma, statistical interpretation, coaching or training. Knowledge about Patient Advocacy and Patient Rights. Previous experience driving organizational change related to service with excellent intrapersonal skills, high energy, and inspirational leadership. Working Conditions: Leadership Performance Standards TriHealth leaders create a culture of engagement, safety & reliability and high performance by consistently modeling and utilizing the following TriHealth Way leadership competencies, tactics and ALWAYS Behaviors to drive strategic pillar results: Achievement of Annual Pillar Goals: 1) Safety/Quality, 2) Service, 3) Growth, 4) Culture/People, 5) Finance Leadership Competencies: TriHealth Way of Leading TriHealth Way of Serving Transformation Change Drive for Results Build Organizational Talent Leadership Tactics: Conduct department huddles. Generally, clinical departments hold daily huddles, non-clinical hold weekly huddles. Regularly Round on Team Members, using questions from the rounding log. - 25 or fewer team members = monthly - 26-50 team members = every other month - 51 (and optional team members) = quarterly Lead monthly team meetings using meeting agenda template; review stoplight report; cascade key leadership messages. Model, coach and validate team members' use of TriHealth Way behaviors (AIDET Promise, Always Behaviors and Always HEARD). Recognize team members for safety wins, positive performance and demonstrating SERVE and ALWAYS behaviors, TriHealth Way of Leading, Serving and Delivering Care. |
Job Summary
JOB TYPE
Full Time
INDUSTRY
Ambulatory Healthcare Services
SALARY
$113k-153k (estimate)
POST DATE
02/26/2024
EXPIRATION DATE
04/12/2024
WEBSITE
trihealth.com
HEADQUARTERS
CINCINNATI, OH
SIZE
7,500 - 15,000
FOUNDED
1995
CEO
CHING HO
REVENUE
$500M - $1B
INDUSTRY
Ambulatory Healthcare Services
Related Companies
About TriHealth
TriHealth is physicians, hospitals, and communities working together to help you live better. The mission of TriHealth is to improve the health status of the people we serve. We pursue our mission by providing a full range of health related services including prevention, wellness and education. Care is provided with compassion consistent with the values of our organization. TriHealth is the healthcare system that formed as a partnership between Good Samaritan Hospital and Bethesda Hospital, Inc. TriHealth provides a wide range of clinical, educational, preventive and social programs. The syste...m also includes an ambulatory network, a research division, physician practices, corporate health, hospice care, a fitness and health pavilion, and other providers working together to improve the health status of the people it serves.
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