Patient Experience Manager

Join the Patient Experience leadership team at Missouri Baptist Medical Center!  This position will be responsible for the patient experience teams at Missouri Baptist Medical Center, Missouri Baptist Sullivan, and Parkland Health Center; providing strategy and direction to these teams.  Ideal candidate will have a Bachelor's Degree, healthcare experience, and experience managing multiple teams at the same time.  

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.

BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit. That includes $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. In addition, BJC provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach and community health programs and regional economic development.

BJC’s patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children’s Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country.

Role Purpose

Serve as a conduit for communication between the System and organization and manages and provides direction to the local patient experience team at multiple Hospitals. Analyzes opportunities for improvement utilizing the six strategic lenses of the Patient Experience Framework, performance data and partners with operations in prioritizing areas of focus. Provides guidance to the volunteer, concierge/guest services and patient experience team and provides direction to operating units and department teams in developing solutions that are data driven and evidence based. Works with leadership to understand the measurement systems in place and key findings from these systems and their potential financial ramifications, while assisting with the implementation of improvements and monitoring systems to assess the impact of service excellence improvement work. Evaluates experience to assure an excellent experience is being delivered consistently across the organization. Responsible for designing, coordinating, and managing the tactical implementation and visibility associated with the organization's strategic plan. Coordinates internal service line development with external delivery. This role must obtain their CPXP Certification within 1 year of hire.

Responsibilities

• Manages individual(s) including but not limited to: onboarding and hiring, training, workload management & performance evaluations, conducting professional development plans as needed. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.
• Develops and adheres to departmental staffing, revenue and/or expense budgets. Responds to changes in the business which may affect the ability to achieve the budget goals.
• Works closely with performance improvement teams, committees, and department leaders to develop and execute a PX action plan for both systemwide and local projects based on the PX framework.
• Develops and coordinates training activities that engage staff and provide understanding of their impact to the PX.
• Participates in all PX strategic planning, budgeting, and cost analysis activities.
• Manages the use of internal and external data to assist in identifying opportunities for PX improvements
• Oversees administration and management of various programs across multiple hospitals including business development, guest services/concierge, volunteer and physician relations for multiple HSOs

Minimum Requirements

Education

• Bachelor's Degree

- Bus/HC Admin/Nursing/related

Experience

• 2-5 years

Supervisor Experience

• < 2 years

Preferred Requirements

Education

• Master's Degree

- Business/HC Admin

Experience

• 5-10 years

Supervisor Experience

• 2-5 years

Licenses & Certifications

• CPXP Certification

BJC Total Rewards

At BJC we’re committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social and financial well-being.

• Comprehensive medical, dental, vison, life insurance, and legal services available first day of the month after hire date
• Disability insurance* paid for by BJC
• Annual 4% BJC Automatic Retirement Contribution
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance

To learn more, go to our Benefits Summary.

*Not all benefits apply to all jobs

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer

Salary : $786