Manager — Experience of Care — Lorain Hospital — St. Elizabeth Youngstown Hospital

Mercy Health • Lorain, OH

3d

About The Position

The Experience of Care leader drives experience of care system and market strategies, tactics, and behaviors in the respective market(s) to achieve experience of care excellence as noted by achieving experience of care KPI targets and selected quality KPI’s. This leader has experience and working knowledge in hospital operations to assist in action planning and feedback.

Requirements

• Bachelors, Healthcare, Nursing, or related field (required)
• 2 years experience with experience of care/customer relations (required)

Nice To Haves

• RN license (preferred)
• CPXP (Certified Patient Experience Professional from Patient Experience Institute) - Preferred
• 2 years experience in an operational leadership role in a hospital setting (preferred)

Responsibilities

• Deploys system and market experience of care strategies, tactics, and behaviors.
• Institutes structure and processes that drive standardization of practices and policies across assigned market to continually drive quality and efficiency.
• Supports facility leadership by serving as a subject matter expert through data insight and training for understanding of their reports, provides support/guidance and patient experience reporting in appropriate venues/meetings.
• Participates in system and market experience of care committees and workgroups to consult and collaborate on system experience of care strategies and initiatives.
• Serves as a primary resource providing guidance, coaching, direction, and training to BSMH associates.
• Supports market leadership by providing reports, deep dive data drills, and organizes data analytics resources in partnership with regional director for meetings and other requests.
• Review EOC KPI targets and data regularly, identifies areas of strength and those with opportunities, drives performance based with collaborating leaders based on results while providing consistent feedback.
• Works in conjunction with Experience of Care and Market Leadership to develop market vision and strategic planning and implementation of strategies for patient experience.
• Serves, manages, and supports internal and external stakeholders and customers across the continuum of care.
• Participates as a team member and is accountable for own work responsibilities within assigned market or initiative.

Benefits

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HAS/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

What This Job Offers

• Job Type: Full-time
• Career Level: Manager