Patient Experience Program Manager

Job Details

An integral member of the leadership team and is responsible for the strategic development and training practices focused on improving the overall patient experience as heard from the Voice of Our Customers and Employees. Utilizing best practice, survey, and employment data, this position is instrumental in creating the foundation of behaviors and key initiatives and adjusting to areas of opportunity and improvement as tied into value-based purchasing, CMS, Leapfrog, and any designations focused on the patient and the family experience and collaborates with the Service Excellence Manager.

Job Description

Campus: traveling between Stratford, NJ and Cherry Hill, NJ

Job Duties

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
• Provides professional coaching and consultation to influence hospital and practice leaders, direct care providers and other employees to deliver excellent patient experiences
• Coordinates, integrates and engages hospital leadership through initiatives and efforts in advancing the quality of the patient and family experience and clinical excellence by teaching/coaching and action plans.
• Partners with HR to improve the colleague experience as a necessary outcome to improve patient experience and clinical excellence; including development and implementation of initiatives geared to professional staff, nursing and all other colleagues.
• Demonstrates expertise to evaluate employee competency and support the hardwiring of standardized processes, behaviors, and initiatives related to the exceptional patient experience.
• Collaborate with the key stakeholders to create strategies for sustaining a “patient-centric” culture. Communicates the quality of the patient’s experience through survey data and patient/family feedback. Develops process and structure to adapt patient & family centered methods/practices, such as patient shadowing and rounding, in alignment with the East Region and Enterprise initiatives.
• Leads/Guides the hospital to see the integrated nature of the patient experience and clinical excellence. Ensures accountability at department level with senior leaders, modeling commitment to the patient experience. Coaches and supports leaders and colleagues in improving results.
• Partners with the key stakeholders to coordinate and champion the learning and development process. Promotes workplace excellence (patient experience & clinical excellence) along with evidence-based care programs through on-going training and development for colleagues. Demonstrates forward thinking, creative and self-motivated abilities.
• Participates in the development and implementation of projects related to system-wide patient/customer experience initiatives (i.e. education, patient/ family councils, experience design, patient voice technology solutions, etc)
• Conducts engaging training classes and meetings as needed in support of key initiatives while being able to flex hours to provide some training and coaching for staff working night and weekend shifts
Performs related duties, as required.

Minimum Qualifications

• Bachelor’s Degree in related field
• 5 years of progressively more responsibilities related work experience in an organization of similar size and scope.
• Solid understanding of health care standards, technologies, practices and a strong system thinker, planner and problem solver.
• Experienced with and strong understanding of CMS, HCAHPS, OAS CAHPS, and Press Ganey surveys utilized for patient and family feedback.
• Ability to organize and present data in a concise and easily understood manner.
• Educator and communicator who is trustworthy and willing to share information and serve as a mentor.
• Proven strong interpersonal skills.
• Builds positive working relationships at all levels of the organization.
• Ability to effect collaborative alliances and promote teamwork.
• Proficiency with computer programs including, but not limited to: MS Office and clinical, hospital-based information systems.
• Strong knowledge of Patient Experience best practices, and how to best integrate with clinical care.
Solid knowledge of CMS HCAHPS requirements, statistical concepts, and the survey process.

Additional Qualifications:

Preferred Qualifications

• Master’s Degree in related field
Certificate of Patient Experience

Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Salary Range

The actual hiring rate will be determined based on candidate experience, skills and qualifications. This position is not eligible for an annual incentive.

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Kennedy University Hospitals, Inc

Primary Location Address

2201 Chapel Ave West & Cooper Landing Rd, Cherry Hill, New Jersey, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University , home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200 undergraduate and graduate programs to more than 8,300 students. Jefferson Health , nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps ), have access to medical (including prescription) insurance.