Manager - Patient Experience

Prime Healthcare•Woonsocket, RI

About The Position

Overview At Landmark Medical Center, our dedicated team of professionals is committed to our core values of quality, compassion, and community. As a member of Prime Healthcare, Landmark Medical Center is actively seeking new members to join its award-winning team! Landmark Medical Center is a 214-bed acute care hospital in Woonsocket, RI. The hospital has been “A”rated for patient safety by The Leapfrog Group and has received numerous Healthgrades awards for patient safety excellence, heart care, and orthopedics. Originally known as the "Woonsocket Hospital," Landmark Medical Center has been serving the communities of northern Rhode Island and southern Massachusetts since 1873. Learn more at www.landmarkmedical.org . Responsibilities Serves as knowledge, quality and process expert on patient experience improvement. Acts as point of contact for facilities and responds to patient experience inquiries related to measures, analysis, support and interventions. Plans and provides training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization. Communicates all requirements and commitments for each project. Prepares and presents both oral and written reports and presentations on the progress of the facilities in meeting their patient experience goals. Aids in monitoring, reporting and analyzing patient experience data in order to identify priorities and opportunities for improvement, and reporting on findings to key stakeholders. Serves as a change agent on patient experience. Partners with directors and other manager/coaches to establish and sustain patient experience strategic plan. Adopts a proactive approach to identify risk to plan success. Develops and organizes tools, processes and procedures that can be utilized across the system to ensure positive patient experiences. In collaboration with Regional Director, interfaces with key leadership constituencies to help drive system performance. Applies evidence-based knowledge of performance improvement, survey instruments and methodology to work. Leads, facilitates, or participates in facility and facilities within region’s patient experience teams and improvement activities as assigned or approved by director. Supports other teams’ work in relation to patient experience outcomes, and supports integration of process improvements across system.

Requirements

Experience consulting or coaching evidence-based best practiced in patient experience in a health care setting
Bachelor’s Degree in Business, Healthcare or a related field, preferred.
Must have excellent communication and presentation skills – written and oral
Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders to creatively solve problems, guide, and influence people.
Must effectively manage time, and operate as a self-starter by being proactive and assertive.
Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.
Requires knowledge of CAHPS, Reputation Management, and other such patient experience surveys in the public domain that impact public reporting and value-based reimbursement.
Strong computer literacy and software experience – Word, PowerPoint, Excel, Adobe Acrobat.
Ability to travel to all entity locations throughout the geographic service area.

Responsibilities

Serves as knowledge, quality and process expert on patient experience improvement.
Acts as point of contact for facilities and responds to patient experience inquiries related to measures, analysis, support and interventions.
Plans and provides training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization.
Communicates all requirements and commitments for each project.
Prepares and presents both oral and written reports and presentations on the progress of the facilities in meeting their patient experience goals.
Aids in monitoring, reporting and analyzing patient experience data in order to identify priorities and opportunities for improvement, and reporting on findings to key stakeholders.
Serves as a change agent on patient experience.
Partners with directors and other manager/coaches to establish and sustain patient experience strategic plan.
Adopts a proactive approach to identify risk to plan success.
Develops and organizes tools, processes and procedures that can be utilized across the system to ensure positive patient experiences.
In collaboration with Regional Director, interfaces with key leadership constituencies to help drive system performance.
Applies evidence-based knowledge of performance improvement, survey instruments and methodology to work.
Leads, facilitates, or participates in facility and facilities within region’s patient experience teams and improvement activities as assigned or approved by director.
Supports other teams’ work in relation to patient experience outcomes, and supports integration of process improvements across system.