Manager - Patient Experience - Baton Rouge

Ochsner Clinic Foundation•Baton Rouge, LA

About The Position

This role provides guidance to organizational leaders regarding patient experience and employee engagement. It manages, plans, and organizes training program functions, including program and training development and individual guidance. The position partners with leaders to build a sustainable culture of accountability and innovation that consistently supports a positive patient experience and high-quality outcomes. It aims to empower leaders with evidence-based tools, measured through accountability metrics such as HCAHPS and employee engagement scores. The role may manage projects focused on improving patient experience. The position also oversees patient relations activities, including reviewing patient contacts, supporting compliance with patient-rights regulations, advising staff and leaders on patient-relations issues, overseeing grievances involving threats of litigation, and analyzing and reporting patient-relations data. It represents the organization professionally and helps educate and train staff on patient-relations best practices. The role requires compliance with applicable laws, accreditation standards, regulatory requirements, and the organization’s Compliance & Privacy Program and Standards of Conduct. This is a sedentary role involving mostly sitting, with occasional walking or standing and occasional exertion of up to 10 pounds. The routine involves no exposure to blood, body fluid, or tissue, and the employee is not called upon to assist with emergency care or first aid. Although there is no occupational risk of communicable-disease exposure, work in a healthcare setting may involve occupational risk of exposure to hazardous medications or hazardous waste, depending on the essential duties. The employer states that reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements

Bachelor's degree in communications, sociology, psychology, or a related field.
At least 3 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 individuals at varying levels throughout the patient-care process.
Excellent interpersonal skills.
Empathy, patience, and good judgment.
Strong analytical and problem-solving skills.
Ability to work a flexible schedule, including availability for 24/7 coverage, weekends, holidays, and on-call work.

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 conduct ongoing gap analysis of patient-rights regulations.
Work with appropriate teams to initiate action plans to resolve 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 to support its reputation and patient satisfaction, and participate in professional organizations focused on patient experience enhancement.
Analyze and report patient-relations data at department and committee meetings.
Educate and train staff on patient-relations best practices.
Manage, plan, and organize training program functions, including program development, training development, and individual guidance.
Partner with organizational leaders to promote accountability, innovation, positive patient experiences, and quality outcomes.
Manage projects aimed at improving patient experience as needed.
Remain knowledgeable about applicable laws, accreditation standards, and regulatory requirements and ensure compliance.
Report known or suspected unethical or questionable conduct and patient or employee safety, privacy, or other compliance-related concerns immediately.
Perform other related duties as required.