Patient Experience Manager

Leadership responsibility for establishing and achieving system-wide adoption of a program for service excellence within Marion Health.  Responsible for designing, implementing, monitoring and assessing the outcomes of Marion Health’s various service excellence initiatives, with primary focus on HCAHPS and other patient experience metrics.  Work closely with third party patient, employee and medical staff survey vendor(s).  Maximize every opportunity to be involved in quality, safety, service and risk management efforts bringing into focus the patient at all times. Important Practice Areas Include:

• Patient/Consumer Experience, Patient Relations & Measurement Tools
• Organizational Change Management
• Continuous Quality Improvement
• Best Service Practices and Protocols
• Surveys, Metrics and Standards
• Data Analysis and Interpretative Skill

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• The Patient Experience Manager responsibilities include:
  • Oversight and responsibility for enhancing and continually improving the overall experience of patients and families throughout Marion Health
  • Instills a culture of service excellence, hospitality, ownership and results across the enterprise.
    • Develops the framework and protocols in which all Patient Experience initiatives will be deployed across Marion Health.
    • Develops service, educational, and training programs throughout Marion Health relating to the patient experience.
    • Strategically develops, refines and improves performance metrics and measurement methods using standardized and customized tools.
    • Consistently measures results.
  • Utilizes coaching, best practices, and collaboration to improve service excellence throughout the system.
  • Maintaining an active understanding of current thinking and innovative interventions/programs regarding the patient experience both locally, nationally, and internationally.
  • Monitors national HCAHPS and patient experience trends and federal requirements.
  • Oversees patient and family complaint and grievance resolution process, in accordance with IDoH and CMS guidelines.
  • Serves as the 1557 Compliance Coordinator for section 1557 of the Affordable Care Act.
  • Other duties as assigned.

• Associate’s Degree in Nursing, Medicine, Organization Development, Public Health, Health Administration, Business or related field and ten (10) years related healthcare experience or
• Bachelor’s Degree in Nursing, Medicine, Organization Development, Public Health, Health Administration, Business or related field and five (5) years of related healthcare experience.

• Master’s Degree in Nursing, Medicine, Organization Development, Public Health, Health Administration, Business or related field and three (3) years of related healthcare experience with progressive levels of responsibility.
• A documented track record of implementing and accomplishing patient experience and/or HCAHPS improvements in healthcare organizations or system. 
• Experience addressing customer complaints to resolution.

• Knowledge of various HCAHPS surveys, patient satisfaction survey tools, and consumer research, and complaint/grievance management.
• Data analysis and interpretation skills are needed to lead the service improvement effort and to create the credibility needed for interaction with Hospital leaders and team members.
• Strong leadership, communication, team building, computer, and interpersonal skills to ensure successful outcomes when working with staff, physicians, management, applicants, and regulatory agencies.
• Ability to influence an entire enterprise workforce.
• Able to articulate challenges and to be proactive and aggressive in thinking about new ways to do things and create enthusiasm for new initiatives.
• Able to lead and facilitate meetings across the enterprise and across diverse audiences.
• Able to elicit commitment from stakeholders and team members.
• Able to problem solve, multi-task in a fast-paced setting and work well in a team environment.
• Able to negotiate effective working relationships and develop positive resolution to conflict.
• Highly developed computer skills to include proficiency with Microsoft Office and the ability to learn and proficiently perform computer applications related to department operations and job function.
• Able to be discreet and protect the integrity of any confidential matter or information encountered during the performance of job duties.
• Knowledge of policies, governmental regulations, and business practices in healthcare.
• Excellent communication skills to effectively and tactfully communicate with patients and their families and guests, co-workers, managers, providers and other hospital personnel on a one-to-one basis using appropriate grammar, vocabulary and word usage.
• Analytical and statistical skills to comprehend and analyze healthcare data and reports.
• Strong organizational skills in order to manage multiple issues simultaneously combined with the ability to effectively prioritize workflow.
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• Typical office environment with prolonged sitting and occasional standing and walking. 
• Work subject to interruptions and occasional high stress levels. 
• Works with highly confidential information which may be proprietary or protected health information. 
• Ability to work hours significantly beyond the normal work week. 
• Attends special functions and meetings at various locations within the hospital and community. 
• Occasional overnight stays.

• Uses computer and standard office equipment. 
• Detailed data gathering, reporting, and problem resolution requiring intense concentration and analytical thought. 
• Demonstrate high level of mental and emotional tolerance and even-temperament when dealing with people.
• Lifting, pushing, pulling, walking sitting, reaching, bending, kneeling or stooping to perform duties in a safe manner.