Manager, Patient Experience

Sentara Health•Williamsburg, VA

17h•Onsite

About The Position

Sentara Williamsburg Regional Medical Center is hiring a Manager, Patient Experience. This is a Full Time role in Williamsburg, VA. Hours: Monday to Friday, 8am to 4pm. The Manager of Patient Experience will manage day-to-day patient services operations in a healthcare facility. Coordinate with medical professionals to ensure quality patient care and services. Develop and implement policies and procedures to improve patient services and performance standards. Handle patient complaints and resolve their issues in a timely and professional manner. Recruit, train, and supervise patient services staff. Monitor patient satisfaction and implement programs to improve it. Coordinate with healthcare providers, insurance companies, and patients for billing and payment. Prepare budgets for the patient services department and ensure that expenses are within budget limits. Ensure compliance with healthcare laws, regulations, and standards. Participate in meetings and seminars to stay updated with the latest trends in patient services management. This role will have total accountability around patient experience at SWRMC and cover all units. They work closely with patient advocacy and do interdisciplinary rounding with physicians and providers to observe and recommend changes based on trends and action items. This role will be presenting in executive leadership meetings and reporting on tracking, trends and experience data.

Requirements

Bachelor degree required
3 years of Customer Relations experience required
Excellent written and verbal communication required

Nice To Haves

MS Office suite competency preferred
Data analysis and reporting experience highly preferred
Patient Advocacy or similar experience preferred

Responsibilities

Manage day-to-day patient services operations in a healthcare facility.
Coordinate with medical professionals to ensure quality patient care and services.
Develop and implement policies and procedures to improve patient services and performance standards.
Handle patient complaints and resolve their issues in a timely and professional manner.
Recruit, train, and supervise patient services staff.
Monitor patient satisfaction and implement programs to improve it.
Coordinate with healthcare providers, insurance companies, and patients for billing and payment.
Prepare budgets for the patient services department and ensure that expenses are within budget limits.
Ensure compliance with healthcare laws, regulations, and standards.
Participate in meetings and seminars to stay updated with the latest trends in patient services management.
Have total accountability around patient experience at SWRMC and cover all units.
Work closely with patient advocacy.
Do interdisciplinary rounding with physicians and providers to observe and recommend changes based on trends and action items.
Present in executive leadership meetings and report on tracking, trends and experience data.

Benefits

Medical, Dental, Vision plans
Adoption, Fertility and Surrogacy Reimbursement up to $10,000
Paid Time Off and Sick Leave
Paid Parental & Family Caregiver Leave
Emergency Backup Care
Long-Term, Short-Term Disability, and Critical Illness plans
Life Insurance
401k/403B with Employer Match
Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
Student Debt Pay Down – $10,000
Reimbursement for certifications and free access to complete CEUs and professional development
Pet Insurance
Legal Resources Plan
Colleagues may have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met