Manager of Patient Experience

Mary Free Bed Rehabilitation Hospital•Grand Rapids, MI

1d•Hybrid

About The Position

Mary Free Bed Summary We have the great privilege of helping patients and families re-build their lives. It’s extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients “Ask for Mary,” they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership, to clinicians and care providers. Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care. Mission Statement Restoring hope and freedom through rehabilitation. Employment Value Proposition At Mary Free Bed, we take pride in our values-based culture: · Focus on Patient Care. A selfless drive to serve and heal connects all MFB employees. · Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities. · Family Culture. We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization. · Trust in Each Other. Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community. · A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride. Summary 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.
Customer Service Responsibilities: 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

Strategy Development: Design and implement a comprehensive 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. This leader will collaborate with other leaders to set measurable goals for patient satisfaction and regularly monitor progress.
Staff Management: Manages the Guest Services Team to provide leadership support to achieve the customer service goals of the system.
Patient Events and Activities: In collaboration with other departments, including volunteer services, pastoral care and recreational therapy, creates a meaningful series of events and activities 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.
Engagement: 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.
Quality Improvement: Analyzes patient feedback data, 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.
Training and Development: 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.
Collaboration: Works closely with clinical teams, administration, patient family advisory councils (PFAC) and support services to ensure a seamless and positive patient journey.
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.
Compliance and Standards: 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.
Reporting and Analytics: Regularly reports on patient experience metrics to senior leadership. Use data-driven insights to recommend changes and improvements to policies and procedures.
May be required to travel to system sites on occasion.
Leadership Must-Haves will be followed for patient and staff interactions: o We’ll embrace all people by: Treating everyone with dignity and respect. Opening more doors to opportunity for others to succeed. Growing talent and people. Ensuring a welcoming experience for all we serve, regardless of origin, race, religion, disability, sexual orientation or socioeconomic status. Taking action against discrimination. Honoring our differences and how we collaborate. Educating staff, patients and the communities we care for. Restoring hope and freedom, together. o Rounding o Thank You Notes o Employee Selection/Peer Interviewing o Key Words at Key Times o AIDET® + Promise o Standards of Behavior Customer Service Responsibilities 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.
Responsibilities in Quality Improvement Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.