Regional Manager - Experience and Volunteers

Responsibilities

• Deploy a comprehensive patient, staff, and physician experience improvement plan across the continuum of care for the hospitals within the given region.
• Plan and provide training, expert coaching, observation, knowledge assessment, skill validation, and trends data in patient experience improvement for all levels of the organization.
• Respond to patient experience inquiries related to measures, analysis, support, and interventions.
• Communicate all requirements and commitments for each project.
• Prepare and present both oral and written reports and presentations on the progress of the facilities in meeting their patient experience goals.
• Aid in monitoring, reporting, and analyzing patient experience data to identify priorities and opportunities for improvement, and report findings to key stakeholders.
• Serve as a change agent and subject matter expert on patient experience data, reports, surveying, and best practices.
• Partner with directors and other managers/coaches to establish and sustain patient experience strategic plan.
• Avoid risks to plan success through a proactive approach.
• Develop and organize tools, processes, and procedures that can be utilized across the system to ensure positive patient experiences.
• Interface with key leadership constituencies to drive system performance.
• Apply evidence-based knowledge of performance improvement, survey instruments, and methodology to work.
• Lead, facilitate, or participate in facility and facilities within region’s patient experience teams and improvement activities as assigned or approved by Regional Director/Manager/Lead.
• Support other teams’ work in relation to patient experience outcomes and integrate process improvements across the system.
• Coordinate the escalation of service recovery concerns to the appropriate leader for resolution.
• Oversee and manage the volunteer program at their hospital(s).
• Consistently attend patient experience team huddles, leadership trainings, and regional patient experience team meetings.

Qualifications

• Bachelor’s Degree from an accredited school required, or equivalent years of experience.
• Nursing, Statistics, Business, or related field preferred.
• Experience consulting or coaching evidence-based best practices in patient experience in a health care setting.
• Clear communication and presentation skills – written and oral.
• Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders to creatively solve problems, guide, and influence people to improve patient and employee experience.
• Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.
• Experience developing and deploying statistical tools to measure and improve process and outcomes goals.
• Experience implementing cultural change across a complex healthcare environment.
• Strong computer literacy and software experience – Word, PowerPoint, Excel, and Microsoft Teams.