Manager, Patient Engagement & Satisfaction
Mary Bird Perkins Cancer Center · Baton Rouge, LA · 1 mo ago
On-siteBusiness DevelopmentFull-time
Navigating Care & Access Optimization
- Navigate and optimize patient access to care services
- Implement strategies to improve patient flow and reduce wait times
- Collaborate with clinical teams to enhance patient navigation processes
Grant & Partnership Support
- Support grant applications and management
- Facilitate partnerships with external organizations for patient engagement initiatives
- Ensure compliance with funding requirements and reporting deadlines
Patient Satisfaction & Experience Measurement
- Develop and implement patient satisfaction surveys
- Analyze survey results to identify areas for improvement
- Work with stakeholders to develop action plans based on feedback
Service Recovery & Complaint Management
- Develop and implement service recovery protocols
- Manage patient complaints and grievances effectively
- Conduct root cause analysis and implement corrective actions
Other Duties As Assigned
Perform other duties as assigned by the Director, Patient Experience.
Qualifications
- Bachelor’s degree in healthcare administration, public health, or related field (required)
- Master’s degree (MHA, MBA, MPH, MS, or related) (preferred)
- Minimum of 5–7 years of progressive experience in patient experience, healthcare operations, service excellence, or performance improvement
- Experience in oncology, complex specialty care, or integrated health systems (preferred)
Specialized Knowledge
- Knowledge of patient satisfaction measurement tools and benchmarking methodologies
- Understanding of service recovery and complaint resolution frameworks
- Expertise in care navigation and access optimization models
- Familiarity with healthcare quality improvement principles
- Experience with grant-funded programs and public or state partnerships
- Ability to travel across MBPCC network locations on occasion
- Willingness to work occasional evenings and weekends