Sr. Mgr Patient Exp Clinical-Quality Management-FT-1st shifts

Responsibilities

• Collaborates with Director of Patient Experience and Advocacy to develop strategies and implement initiatives to improve overall outcomes in patient experience and satisfaction.
• Collaborates with VP of Operations, CNO, Service Line Directors, Unit Directors and clinical staff to support clinical and non-clinical areas in consulting, planning, development, implementation and evaluation of a comprehensive patient and family experience improvement strategy for Crestwood Medical Center.
• Works with clinical areas and the leadership team to ensure the organization is in a constant state of readiness while implementing patient experience tactics, improvements, behaviors and best practices to improve the overall patient experience.

Qualifications

• Education: Bachelors degree in Communication, Biology, Public Health or Healthcare degree
• Experience: Minimum of 3-5 years in patient experience, safety, quality and/or culture change.
• Additional Skills/Abilities: Demonstrates effective performance improvement and/or project management, excellent interpersonal skills and ability to facilitate, consult, research and educate at all levels, understands and has the ability to translate and interpret patient survey data as a tool to enhancing the patient experience, proven experience in behavioral coaching, demonstrated leadership skills and the ability to coach, mentor, educate, motivate employee teams and counsel effectively, effective in building relationships and gaining credibility throughout the health system, proven process improvement, strong analytical skills are required to dissect information and data obtained from CAHPS and patient satisfaction surveys with the ability to effectively communicate results to all staff and develop process improvement strategies for nursing units and organizationally are a must, good stand-up and solid presentation skills are required, must be comfortable before large groups and effective in communicating information and new ideas, able to effectively speak publicly to frontline, physician & executive levels, knowledge and expertise in superior/quality patient service, patient safety, and patient/family centered care, CAHPS and evidence-based best practices, written and oral communication skills, demonstrated computer proficiency, particularly in Microsoft Word, Excel, PowerPoint & Outlook, Survey Vendor database, and strong organizational skills.