Manager of Patient Experience

Mary Free Bed Rehabilitation Hospital•Grand Rapids, MI

1d•Onsite

About The Position

The Manager of Patient Experience is responsible for overseeing and enhancing the overall patient experience across all of Mary Free Bed. This leader will work collaboratively with system leaders to standardize MFB’s customer service standards, provide learning opportunities and consultation needed to successfully resolve patient concerns, and create a venue to share ideas, examples, and best practices as it relates to patient experience. This role involves developing and implementing strategies to improve the patient experience by providing social/recreational/therapeutic activities outside of scheduled therapies, addressing/resolving patient concerns, and fostering a culture of respect, empathy, and patient and family centered care. The Patient Experience Administrator will work closely with clinical and non-clinical teams to ensure that every interaction contributes positively to the patient's journey towards hope and freedom.

Requirements

Bachelor’s degree in healthcare administration, business, or a related field.
Minimum of 3-5 years of experience in a patient experience, customer service, or quality improvement role within the healthcare industry.
Valid driver’s license with no restrictions.
Strong understanding of healthcare delivery systems and patient care processes.
Excellent communication, interpersonal, and problem-solving skills.
Ability to analyze data and translate insights into actionable strategies.
Demonstrated ability to lead and influence cross-functional teams.
Empathy: Ability to understand and share the feelings of patients and their families.
Communication: Strong verbal and written communication skills, with the ability to engage effectively with a wide range of audiences.
Leadership: Ability to inspire and lead teams to achieve patient experience goals.
Problem-Solving: Strong analytical skills with the ability to identify issues and develop effective solutions.
Attention to Detail: Meticulous in reviewing feedback and ensuring every patient interaction is positive.
Demonstrate excellent customer service and standards of behavior as well as encourage, coaches and monitors the same in team members.
This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.

Nice To Haves

Master’s degree.
Registered nurse, physical/occupational therapist, SLP or other clinical training.
Certification or formal education on Communication, Crucial/difficult conversation, and/or customer service
Experience with system wide education.

Responsibilities

Design and implement a comprehensive system patient experience strategy that aligns with the organization's mission, vision, and values and abides by standards and regulations outlined by external agencies including the Centers for Medicare and Medicaid Services, The Joint Commission, and CARF.
Collaborate with other leaders across the system to set measurable goals for patient satisfaction and regularly monitor progress.
Manages the Guest Services Team to provide leadership support to achieve the customer service goals of the system.
In collaboration with other departments, including volunteer services, pastoral care and recreational therapy, creates a meaningful series of events and activities across the system for patients and families that reinforce rehabilitation goals while also enhancing the patient experience at a Mary Free Bed location.
A specific focus will be expanding activities for patients and family members outside of scheduled therapies, including, but not limited to, evenings and weekends.
Collaborates with others within the Quality, Risk and Performance Improvement Department to serve as liaison between patients/families and Mary Free Bed staff to gather patient feedback and concerns.
Creates an open and honest communication process between MFB and patients/families to ensure that patients/families are included and engaged in the care process and their voices/concerns are heard.
Maintains dignity and respect for all patients as they share their concerns.
Analyzes patient feedback data for all system sites, including surveys, focus groups, and other feedback mechanisms, to identify areas for improvement.
Collaborates with healthcare providers and staff to develop improvement projects that enhance the patient experience.
In collaboration with other leaders throughout the system, provides and/or ensures the availability of training sessions for leaders, providers, and staff on patient-centered care, effective communication, crucial/difficult conversations, customer service, and empathy.
Hardwires Mary Free Bed processes, structures, and responses related to patient experience.
Develops educational opportunities, resources, and tools to support staff in delivering exceptional patient experiences.
Works closely with clinical teams, administration, patient family advisory councils (PFAC) and support services to ensure a seamless and positive patient journey.
Partners with different departments to promote areas of healing and engagement throughout the organization, including in public, visitor spaces and at the Inn.
Partners with marketing and communication teams to promote patient experience initiatives internally and externally.
Partners with the Leadership teams and EVS team to promote areas of healing and engagement throughout the organization, including in public and visitor spaces.
Ensure that patient experience initiatives comply with relevant healthcare regulations and standards, including, but not limited to, the Patient’s Rights and Responsibilities, Non-Discrimination Act, American with Disabilities Act, and Affordable Care Act.
Able to maintain appropriate documentation related to patient rights and responsibilities, including compliance logs for complaints and grievances, and participate in all CMS/Joint Commission/ CARF surveys.
Maintain up-to-date knowledge of industry trends and best practices in patient experience.
Regularly reports on patient experience metrics to senior leadership.
Use data-driven insights to recommend changes and improvements to policies and procedures.
Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members.
This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.
Contribute by identifying problems and seeking solutions.
Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.