Manager, Patient Experience

Description

JOB DESCRIPTION:

• Provides an in-depth proactive consultation/direction to managers, staff and physicians for patient experience, service improvement and customer service training.
• Manages patient administrative liaisons focused on improving patient flow into and out of emergency department and inpatient care areas, enhancing patient experience, and boosting employee and provider satisfaction.
• Plans, develops, coordinates and monitors effectiveness of Pledge Training of existing and new staff. Facilitates conflict resolution, ensuring FAIR & JUST CULTURE, and consistent handling of patient concerns; coordinates improvement initiatives resulting in enhanced organization/systems image.
• Provides coaching on service recovery, patient experience best practices, employee communications, reward and recognition, service data retrieval and analysis.
• Plans, develops and coordinates hospital-wide patient experience meetings to analyze patient satisfaction trends, provide creative solutions to exceed expectations, and serve as resource for sustainable improvement.
• Develops strategic short and long term goals and objectives for overall patient experience program.
• Analyzes program strengths, weaknesses, opportunities and constraints and develops appropriate action plans.
• Establishes standards for all services related to improving patient experience.
• Resolves human resource-related issues, determines staffing needs, interviews and hires staff.
• Provides on-going performance feedback, addresses problems, oversees orientation and training of staff, verifies competency and identifies and suggests ways to develop skills.
• Participates on committees or ad hoc task forces as requested.
• Utilizes, integrates, and interprets HCAHPS and all patient satisfaction data to assist organization in its improvement efforts, and promote optimal patient outcomes.
• Data analysis and research to identify trends and opportunities to facilitate optimal patient experience strategy including employee/physician engagement surveys.
• Analyze and identify customer service results-oriented improvement needs of individual departments.
• Coordinates organizational leadership rounding and assists with reviewing completed reports.
• Establishes and maintains working relationships with all levels of organization.
• Works collaboratively with leadership to develop strategic patient experience initiatives.
• Develops and implements educational programs for staff, physicians and department leaders.
• Provides immediate feedback, shadowing, auditing, and coaching to the care team to assist in delivering high touch, patient-family centered care.
• Identifies needs for organizational wide learning, communication, complaint prevention/resolution, mystery shopper, benchmarking, patient experience best practices, and patient satisfaction data reports.

MINIMUM QUALIFICATIONS:

• Bachelors degree in Health Services Administration or related field required.
• Five years of relevant health care experience required. Customer service experience preferred. PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.