Manager, Patient Relations and Experience

Beth Israel Lahey Health•Beverly, MA

56d•$79,000 - $106,000

About The Position

When you join the growing BILH team, you're not just taking a job, you're making a difference in people's lives.The Patient Experience (PEX) Manager for Beverly, Addison Gilbert and the Anna Jaques hospitals reports to the Executive Director of Quality and Patient Safety, and is responsible for Patient Experience measurement and improvement, the Patient Complaint process and oversight of the Patient Relations Specialists, and supports the organization's initiatives as they relate to PEX. A key focus is overseeing the HCAPHS and Press Ganey Survey process, analysis and reporting. The Patient Experience Manager will be the organization's expert in Press Ganey resources, and advise on best practices and applicability. This position will facilitate Patient & Family Experience improvement initiatives, including those associated with PEX health equity.As part of this role, the Patient Experience Manager will support colleague engagement initiatives, coaching, education and training. This role will work with the Director, to ensure communication and reporting is aligned with the organization's WE CARE culture, patient and family centered care, and health equity values. They will maintain knowledge and support compliance with regulatory agency requirements related to external reporting of patient experience results, feedback and grievances.

Requirements

Bachelor's Degree in Business, Communications, Behavioral Science or healthcare related field.
Minimum 4 years of relevant experience in a health care, preferably acute care hospital setting, or related environment.
Strong customer service skills, with ability to role model and champion CREATE values - Community, Respect, Excellence, Accountability, Teamwork, and Empathy.
Ability to handle dynamic interdisciplinary discussions constructively. Must be effective interacting with physicians, nursing and senior leadership.
Demonstrated passion for diversity, equity and inclusion and invested in improving health equity.
Assertive and goal oriented with experience facilitating projects that involve cross-functional team members.
Knowledge of patient experience measurement tools, methods and information, with strong data analytic skills. Exposure to process improvement methods & tools.
Proficient in Windows-based operating software and systems that include MS Word, MS Excel, and MS PowerPoint, experience as an application manager strongly preferred.
Excellent organizational, written and oral communication/presentation skills. Ability to craft formal, written, easily understood patient communications. Experience with conducting education and training programs.
Must be visible and available to colleagues, offering advice and support for Patient Experience and process improvement projects.
Team player with proven success coaching and applying a collaborative approach, to foster improved performance.

Nice To Haves

Masters degree valued.
experience as an application manager strongly preferred.

Responsibilities

Patient Experience Measurement:Serves as the key contact, application manager and site coordinator for the patient experience surveys and to the vendor representative for Press Ganey.
Maintains awareness of regulatory compliance related to survey methodology, data submission requirements and results and assures data collection tools, methods and reporting are compliant. Regulatory compliance includes mandatory and voluntary agencies such as CMS and pay for performance requirements by payors such as Blue Cross and Tufts.
Conducts monthly/quarterly/annual review and analysis of survey rate of return, appropriateness of survey methodology and identifies when changes are indicated. Presents this analysis to senior leaders, physicians, directors, managers and staff and as requested.
Conducts regular in-depth analysis using relevant evidence-based literature of patient experience and survey results and provides summary of interpretation.
Tracks and trends patient experience pay for performance measures and participates in ongoing review and improvement strategies and forums.
Provides oversight of planning, implementing and monitoring patient experience related performance improvement processes.
Serves as a quality advisor and/or team leader, facilitator, team member on assigned team(s), and recommends best practices to team(s) based on observation and interpretation of data and change management concepts.
Collaborates with unit leadership to meet patient experience outcomes. Participates in committees, work groups and/or process improvement teams that improve patient experience.
Supports patient experience related health equity initiatives and improvement projects.
Patient Feedback (Grievances, Complaints and Compliments):Provides oversight of patient complaint, grievance and compliment processes and assures compliance with regulatory agencies such as TJC and CMS COPs. Provides oversight, alignment and coordination of Patient Relations Specialist activities at all sites of care at Northeast Hospitals. This includes proper documentation in complaint database.
Provides oversight of Patient Relations Specialists, and ensures all steps related to the management of patient grievances, such as the intake, investigation, resolution, and documentation and reporting of patient complaints. Applies Just Culture principles to the investigation process and supports and promotes a non-punitive culture and a learning environment. Facilitates resolution of complaints and grievances of patients, family members and support persons. Employs active listening the techniques and de-escalation techniques during interactions with patients, families, and support persons. Communicates what can be done before communicating what cannot be done.
Ensures collaboration with physicians, directors and managers of the involved units to develop a response to the complainant and an action plan to address identified opportunities for improvement. Follows appropriate lines of communication to effectively resolve difficult patient / family / physician / staff situations.
Collaborates with the local STARS system administrator to identify complaints and compliments for compilation of confidential information regarding practice profiles for inclusion in physician files for use by the Chiefs of Service for OPPE and credentialing, and to comply with TJC and the Massachusetts BORM.
Analyzes grievance data regularly. Conducts monthly accountability and variance analyses for compliance with documentation and closure days requirements. Produces bi-annual report of all patient feedback files for PIPS and the board. Produces annual report for the BORM.
Program ManagementDesigns and guides the NHC and Anna Jacques Hospitals Patient / Family Experience strategy and agenda in collaboration with the Executive Director and senior leadership. Identifies annual patient experience initiatives and goals to further the patient/family centeredness culture.
Provides oversight of the development of the annual improvement plan with attention to current trends, industry recommendations, Joint Commission standards and CMS Conditions of Participation, and organizational goals. Establishes priorities based on improved outcomes of care, patient experience, patient safety, health equity and resource intensity.
Education, Training and Team ApproachProvides oversight of the orientation to patient experience, complaint resolution and patient experience data for new managers, new employees and contracted workers. Assures curriculum is updated at least annually and current.
Develops a formal structure for reporting and communication of patient feedback related information and outcome measures in a timely manner to the appropriate manager and/or director.
Assists managers and directors to develop action plans in response to data, trends and analysis.
Assists with and/or conducts relevant education regarding patient feedback related performance improvement, evidence-based practice guidelines or pathways, process analysis tools, basic statistical techniques and statistical process control components and trend analysis; data interpretation, analysis, and benchmarking.
Employs active listening techniques during interactions with team members to engage team participation.
Emphasizes the importance of mutual respect among team members, and acts a role model in professional conflict resolution and discussion of disagreements.
Developmental ResponsibilitiesAssures compliance with current local, state, and federal regulations and standards. Recognizes and plans for areas of emerging needs or changes in practice/regulation.
Participates in organization-wide and/or departmental committees as requested. Chairs committee(s), participates in community-sponsored or state-wide project(s) as requested and assigned.
Annual plan includes workforce education: leadership staff, educators and direct caregivers about measurement of patient experience and performance improvement process, methods, metrics and strategies.
Participates in self-evaluation yearly and develops written goals and strategies to meet those goals for the coming year. Contributes to departmental goal development and achievement.
Identifies learning needs & assumes responsibility for continuous professional growth. Requests projects and/or educational opportunities that align with learning needs.
Actively participates in local/regional networking groups.
Safety Is responsible for working in a manner to promote safe conditions and minimize hazards in the work environment that may adversely affect the safety and health of self and others.
Completes annual Value Safety First Presentation
Creates and maintains a safe work environment by following Safety/Infection Control policies, using Personal Protective Equipment, using Safety devices, and properly disposing of infectious/hazardous waste. Reports incidents, accidents, and hazards as per policy.