Patient Experience Manager Exempt

MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS

• Accountable for Service performance of Hollywood Presbyterian Medical Center (HPMC).
• Strategic development, monitoring and communication of service programs within HPMC.
• Develops and implements quality standards to determine the most cost-effective, efficient levels of patient care.
• Develops and implements quality and targets to optimize clinical, service outcomes.
• Ensures policies, practices, and procedures comply with administrative, legal and regulatory requirements of HPMC as well as governmental and accrediting agencies.
• Operational improvement initiatives related to service and patient satisfaction.
• Detailed analyses for barriers to high service performance; develops and implements effective action plans.
• Facilitates identification of and transfer of successful practices in service across departments.
• Makes thoughtful recommendations to develop and/or adjust current strategy to meet the changing business environment.
• Sets service targets based on benchmarks to increase HPMC’s competitive edge.
• Coaches, manages and develops training materials to build a culture of extraordinary customer service.
• Establishes effective professional business relationships with all levels of management.
• Collaborates with and actively coaches senior leadership, medical staff, and department leadership to develop and implement strategies to improve survey findings.
• Champions development and implementation of patient satisfaction initiatives based on evidence-based practices, best practices and monitors effectiveness by carefully analyzing patient satisfaction survey results for cause and effect.
• Makes formal presentations to various senior level and medical staff audiences.
• Collaborates on the review, evaluation and action recommendations related to risk related matters pertaining to patients and visitors.
• Maintains accountability for compliance with external agency requirements related to patient satisfaction, including CMS HCAHPS survey requirements.
• Partners with our community chaplains, interpretive service vendors, and patient experience vendors to provide excellent services to patients, staff, and visitors.

Job Qualifications

• Minimum Education: Bachelor’s Degree
• Minimum Work Experience and Qualifications: Five years recent experience in similar position in acute healthcare setting. Highly developed organizational skills. Demonstrates familiarity with Microsoft Office Software, as well as Outlook. Ability to communicate effectively verbally and in writing.
• Preferred Work Experience and Qualifications: Certified Patient Experience Professional Certification. Experience in implementing a robust Patient Experience Program that yields positive results.
• Licensure, Certification, Registration or Designation: Must obtain CPXP Certified Patient Experience Professional within 2 years of hire. Current Los Angeles County Fire Card (or must be obtained within 30 days of employment). Assault Response Competency (ARC) required (within 30 days of hire).