Patient Experience Manager

Job Description

Provides support and consultation for developing department-specific patient surveys. Identifies trends in complaints and refers quality of care and safety issues to appropriate leadership. Other duties as assigned.

Trains Staff

Trains staff on Patient Experience to ensure consistent and high-quality service.

Facilitates Strategic and Operational Changes

Facilitates strategic and operational changes to improve patient experience.

Collaborates with Leadership

Collaborates with leadership to drive decision-making, and establish long-term goals.

Translates Strategies

Translates key strategic priorities into comprehensive plans and operational processes.

Executes Strategies and Operations

Executes strategies and operations of the Patient Experience program and monitors outcomes.

Mobilizes and Develops Teams

Mobilizes and develops teams to execute strategies and initiatives effectively.

Refers Patients

Refers patients to appropriate departments and resources.

Knowledge, Skills, and Abilities

• Medical terminology helpful
• Basic knowledge of patient care and patient problems
• Proficiency in Word, Excel, data base management and trending reports required
• Excellent communication skills, both writing and verbal
• Works closely with leaders to establish and coordinate simulation skills labs for caregivers for patient experience standard best practices
• Conducts engaging training classes and meetings as needed in support of key initiatives
• Sets out system standards for education on patient experience initiatives, strives for consistency and effectively leverages available offerings
• Assists Human Resources in the introduction to The Whole Care Experience for new team members
• Demonstrates strong communication, organization and follow-through skills, managing patient experience improvement initiatives, projects and programs
• Skilled, demonstrated experience as a nurse leader driving patient experience improvement
• Knowledge of clinical and nonclinical acute hospital operations and continuum of care (connected care) pre/post-acute services
• Service mindset with a roll up your sleeves attitude…strong partner to others
• Flexibility and adaptability to change, with ability to function in a highly independent manner
• Strong interpersonal skills and an ability to interface effectively with physicians, nursing, non-clinical and executive leadership
• Strong attention to detail and ability to problem-solve effectively
• Strong consultant skillset, with the ability to influence all levels in the organization
• Exhibits excellent complex analytical, and change management skills
• Solid ability to analyze and evaluate problems by defining the challenges, identifying alternatives, and making timely decisions
• Strong knowledge of Patient Experience best practices, and how to best integrate with clinical care
• Solid knowledge of CMS CAHPS requirements, statistical concepts, and the survey process
• Expertise in effective methods of education and adult learning practices
• Absolutely proficient in Microsoft Outlook, Word, PowerPoint, Excel
• Lean or Six Sigma application knowledge

Education

• Bachelor's
• Master's (Preferred)

Work Experience

• 5+ years related experience

Additional Information

N/A

Licenses and Certifications

• Registered Nurse (RN)

Physical Requirements

View work requirements here

Pay Range

$65,622.66 - $122,055.21