Manager - Patient Experience - Baton Rouge

Ochsner Health•Baton Rouge, LA

About The Position

The Manager - Patient Experience provides guidance to organizational leaders on patient experience and employee engagement. The role manages, plans, and organizes training program functions, including program and training development and individual guidance. In partnership with organizational leaders, the manager helps build a sustainable culture of accountability and innovation that consistently delivers a strong patient experience and high-quality outcomes. The role empowers leaders with evidence-based tools and measures progress through accountability metrics such as HCAHPS and employee engagement scores. It may also manage projects focused on improving the patient experience. The position advises patient relations teams, department staff, and leadership on patient relations issues; oversees grievances involving threats of litigation; and coordinates communication and meetings among patients, families, providers, and administrators. It reviews patient contact records, supports regulatory compliance, analyzes and reports patient relations data, and educates staff on best practices. The work is in a healthcare setting and includes sedentary physical demands, with possible occupational exposure to hazardous medications or waste depending on assigned duties.

Requirements

Bachelor's degree in communications, sociology, psychology, or a related field.
Three years of experience in direct patient relations or customer service.
Proficiency with computers, software, and web-based applications.
Effective verbal and written communication skills, including the ability to present information clearly and professionally to people at varying levels throughout the patient-care process.
Excellent interpersonal skills.
Ability to be empathetic and patient, and to exercise good judgment.
Strong analytical and problem-solving skills.
Ability to work a flexible schedule, including 24/7, weekends, holidays, and on-call availability.

Responsibilities

Review and audit patient contacts in the Feedback Monitor Pro database to maintain compliance with applicable regulatory guidelines.
Participate in regulatory surveys as appropriate and perform ongoing gap analyses of patient-rights regulations.
Work with appropriate teams to initiate action plans addressing discrepancies and monitor those plans for compliance.
Advise the patient relations team, department staff, and leadership on resolving patient relations issues.
Oversee management of grievances involving threats of litigation.
Arrange meetings between patients, providers, and administrators as needed.
Supervise communication among patients, families, providers, and administrators for patient relations departments.
Represent the organization professionally at conferences and meetings, participate in professional organizations, and support the organization's reputation and patient satisfaction.
Analyze and report patient relations data at department and committee meetings.
Educate and train staff on patient relations best practices.
Remain knowledgeable about applicable laws, accreditation standards, and regulatory requirements and ensure compliance.
Report known or suspected unethical or questionable conduct and patient, employee safety, privacy, or other compliance concerns promptly.
Perform other related duties as required.