Manager - Patient Experience

Landmark Medical Center•Woonsocket, RI

38d

About The Position

Landmark Medical Center is seeking a Manager - Patient Experience to serve as a knowledge, quality, and process expert in patient experience improvement. The role supports the facility and regional teams by responding to patient experience inquiries, providing training and coaching, and helping teams use patient experience data and evidence-based methods to improve outcomes. The manager partners with directors and other managers and coaches to establish and sustain the patient experience strategic plan, identify risks to its success, and develop tools, processes, and procedures that can be used across the system. The position also interfaces with leadership constituencies in collaboration with the Regional Director and supports the integration of process improvements across the system. This is a full-time, day-shift role that requires travel to entity locations throughout the geographic service area.

Requirements

Experience consulting or coaching on evidence-based best practices in patient experience in a health care setting.
Excellent written and oral communication and presentation skills.
Excellent interpersonal skills and the ability to interact effectively with a wide variety of stakeholders to solve problems, guide, and influence people.
Ability to manage time effectively and work as a proactive, assertive self-starter.
Ability to manage multiple projects and deadlines, with strong organizational and project management skills and attention to detail.
Knowledge of CAHPS, Reputation Management, and other public-domain patient experience surveys that affect public reporting and value-based reimbursement.
Computer literacy and software experience with Word, PowerPoint, Excel, and Adobe Acrobat.
Ability to travel to all entity locations throughout the geographic service area.

Nice To Haves

Bachelor’s degree in Business, Healthcare, or a related field is preferred.

Responsibilities

Serve as a knowledge, quality, and process expert on patient experience improvement.
Act as a point of contact for facilities and respond to inquiries about patient experience measures, analysis, support, and interventions.
Plan and provide training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all organizational levels.
Communicate the requirements and commitments for each project.
Prepare and present oral and written reports and presentations on facilities’ progress toward patient experience goals.
Monitor, report, and analyze patient experience data to identify priorities and improvement opportunities, and share findings with key stakeholders.
Serve as a change agent for patient experience.
Partner with directors and other manager/coaches to establish and sustain the patient experience strategic plan.
Proactively identify risks to the success of the plan.
Develop and organize tools, processes, and procedures for use across the system to support positive patient experiences.
In collaboration with the Regional Director, interface with key leadership constituencies to help drive system performance.
Apply evidence-based knowledge of performance improvement, survey instruments, and methodology.
Lead, facilitate, or participate in facility and regional patient experience teams and improvement activities as assigned or approved by the director.
Support other teams’ work related to patient experience outcomes and help integrate process improvements across the system.