What are the responsibilities and job description for the Patient Experience Manager - Quality, Safety, & Service Excellence - Full-time position at Erlanger Health System?
Job Summary:
Responsible for managing Service Excellence efforts to include coaching Physicians, Nursing Leaders, and Department Leaders. Facilitates and implements prescriptive tactics and tools to drive better Service Excellence related leader performance. Collaborate with patient satisfaction service vendor(s). Prepares and presents oral and written reports concerning the progress of the organization in meeting its goals. Ability to partner with departmental unit heads to creatively solve problems. Must be able to develop and maintain a very high level of expertise in the concepts, practice and evolution of service excellence. Effectively manage chaplaincy, service ambassador and complaint/grievance services.
Education:
Required: Bachelor's Degree in Business Administration, Health Administration or closely related field.
Preferred:
Master's Degree in a healthcare, service or closely related field
Experience:
Required:
Three to five years progressively professional work experience in leading & participating in customer service improvement programs, coaching efforts, & programs preferably in a healthcare setting. Ability to effectively express thoughts and ideas through the use of written and oral communication as well as strong presentation skills. Organizational and problem-solving ability with strong logical reasoning. Excellent interpersonal and organizational skills, with the ability to guide and influence people, effectively manage time and operate as a self-starter.
Preferred:
Experience with Press Ganey software and data analysis
Experience overseeing chaplaincy program
Experience managing complaints and grievances, with knowledge of related regulatory standards
Experience with DNV and/or ISO 9001: 2015 regulatory and certification standards
Position Requirement(s): License/Certification/Registration
Required:
Preferred:
n/a
Department Position Summary:
Responsible for managing Service Excellence efforts to include coaching Physicians, Nursing Leaders, and Department Leaders. Facilitates and implements prescriptive tactics and tools to drive better Service Excellence related leader performance. Collaborate with patient satisfaction service vendor(s). Prepares and presents oral and written reports concerning the progress of the organization in meeting its goals. Ability to partner with departmental unit heads to creatively solve problems. Must be able to develop and maintain a very high level of expertise in the concepts, practice and evolution of service excellence. Effectively manage chaplaincy, service ambassador and complaint/grievance services.
