Manager, Patient Experience
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About The Position
The Manager, Patient Experience, is responsible to execute, participate and monitor the Office of Experience strategies deployed across the network to create an exceptional human experience for individuals, families, and visitors at (site hospital). This position is responsible to manage the hospitals Office of Patient Experience (OPE) which includes a patient advocacy program, an experience call center, grievance and complaint management processes, service excellence and service recovery as well as a centralized consumer communication function. This position represents the voice of the individual (patient, family and significant others, community and team members) while collaborating with leaders, medical staff, team members, affiliates, partners and the community to ensure extraordinary human experiences. In addition, this individual is a subject matter expert for the purpose of educating and coaching leaders, physicians and team members on market data relative to the PE including CMS public reporting programs (i.e. HCAHPS and STAR ratings, etc.), rounding trends and outcomes as well as PE quantitative and qualitative survey data and deployment of network strategies.
