Manager of Patient Experience

Mary Free Bed Rehabilitation Hospital•Grand Rapids, MI

2d•Onsite

About The Position

Mary Free Bed Rehabilitation Hospital is seeking a Manager of Patient Experience to oversee and enhance the overall patient experience across all of its facilities. This leadership role will collaborate with system leaders to standardize customer service, provide learning opportunities, resolve patient concerns, and foster a culture of respect, empathy, and patient and family-centered care. The position involves developing and implementing strategies to improve patient experience through activities outside of scheduled therapies and ensuring every interaction positively contributes to the patient's journey. The Patient Experience Administrator will work closely with clinical and non-clinical teams to achieve this.

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

Design and implement a comprehensive system patient experience strategy aligned with the organization's mission, vision, and values, adhering to standards from CMS, The Joint Commission, and CARF.
Collaborate with other leaders to set measurable goals for patient satisfaction and monitor progress.
Manage the Guest Services Team to achieve customer service goals.
Create a meaningful series of events and activities for patients and families, in collaboration with departments like volunteer services, pastoral care, and recreational therapy, to reinforce rehabilitation goals and enhance the patient experience, with a focus on expanding activities outside of scheduled therapies.
Serve as a liaison between patients/families and staff to gather feedback and concerns, fostering open communication and ensuring patients/families are included and engaged in the care process.
Analyze patient feedback data from surveys, focus groups, and other mechanisms to identify areas for improvement and collaborate with healthcare providers to develop enhancement projects.
Provide or ensure the availability of training sessions for leaders, providers, and staff on patient-centered care, communication, customer service, and empathy.
Work closely with clinical teams, administration, patient family advisory councils (PFAC), and support services to ensure a seamless and positive patient journey.
Partner with marketing and communication teams to promote patient experience initiatives internally and externally.
Ensure patient experience initiatives comply with relevant healthcare regulations and standards, including the Patient’s Rights and Responsibilities, Non-Discrimination Act, ADA, and ACA.
Maintain appropriate documentation related to patient rights and responsibilities, including compliance logs for complaints and grievances, and participate in CMS/Joint Commission/CARF surveys.
Regularly report on patient experience metrics to senior leadership and use data-driven insights to recommend changes and improvements.
Demonstrate excellent customer service and standards of behavior, and encourage, coach, and monitor the same in team members.
Promote teamwork and direct communication with co-workers and handle confidential information discreetly and sensitively.
Contribute by identifying problems and seeking solutions in Quality Improvement.
Promote patient/family satisfaction and participate in departmental efforts to monitor and report customer service.