Mgr Patient Experience I Patient and Family Experience

Kettering Health•Kettering, OH

14d

About The Position

Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

Requirements

Master ‘s degree in education, business, healthcare administration or related field
7+ years’ experience in hospital setting, leading / collaborating with teams, delivering training and implementing customer service initiatives. Proven track record of successfully managing and improving patient satisfaction scores
Communication:verbal / written communication needs to be clear and concise when communicating with patients, medical staff, hospital administrators, leaders, staff and volunteers
Empathy:demonstrate the ability to understand another person’s feelings and perspective
Strategic Thinking:ability to plan and execute to achieve a goal
Problem-solving:identify and resolve issues
Data Analytics: use data to identify insights and drive improvement
Influence: inspire change and accountability
Collaboration:partner with leaders, physicians, staff and volunteers
Technology:utilize software tools to track scores and measure the impact of changes on patient outcomes
Interpersonal and Leadership: build strong relationships and rapport with colleagues
Proficient in Microsoft Office

Nice To Haves

Bachelor of Science in Nursing Preferred
Certified Patient Experience Professional (CPXP) Preferred

Responsibilities

Champions and promotes KH’s values, mission, and culture with enthusiasm and sincerity
Oversees and manages the daily operations of the patient experience department
Supports and demonstrates a culture of caring and service excellence as evidenced by rounding, words of affirmation, and serving as an advocate for the patient and family
Conducts regular coaching observations of best practice initiatives (bedside report, purposeful rounds, leader visits)
Leads regular cadence of patient experience review sessions with departmental leaders, communicating patient experience scores and collaborating with leaders/staff on strategies for improvement
Collects and analyzes data related to the patient experience
Identifies opportunities for improvement in the patient experience
Implements changes to improve the experience of care
Evaluates the effectiveness of changes made to the patient experience
Serves as a resource to staff on issues related to the patient experience
Attends meetings and conferences related to the patient experience
Keeps informed on best practices in the field
Manages time effectively in completing responsibilities
Presents a professional appearance in accordance with policy
Demonstrates awareness of and adherence to the organization’s policies regarding patient confidentiality, corporate integrity, and privacy
Develops and utilizes formal and informal methods to seek patient and family feedback. Assists Vice President of Patient Services in identifying members and facilitating Patient and Family Advisory Councils
Presents at network orientation and campus orientation
Work with Network team to implement process for gathering “patient stories”
Practices proper telephone etiquette, elevator courtesy, walk others to their destination, promote atmosphere for a healing environment
Demonstrates ability to communicate effectively with patients, families, and all levels of leadership
Provides orientation and education on Press Ganey platform and reports
Recognizes and rewards department performance and staff behaviors promoting a positive impact on the patient and family experience
Facilitates the Daisy and Sunflower Awards