PATIENT EXPERIENCE MANAGER, MUSC ART, Charleston, SC
About The Position
The Patient Experience Manager coordinates and directs patient experience activities within an assigned system. The role monitors and, when needed, negotiates matters relating to patient satisfaction initiatives to support high client and customer satisfaction, account retention, strong employee relations, financial goals, and future business growth. The manager ensures that personnel under their operational influence comply with client, government, corporate, and division policies and procedures. The manager works with on-site management and hospital committees, monitors patient satisfaction initiatives and regulatory compliance, and supports training, reporting, standardization, and recognition related to patient satisfaction. The role also communicates patient experience updates, trends, and opportunities with colleagues and operations management.
Requirements
- High school diploma/GED or equivalent combination of education and experience.
- Two to three years of in-servicing experience in customer service training.
- Three to four years of experience in service-oriented operations.
- Good coaching and on-the-job training skills.
- Excellent organizational skills and ability to multitask.
- Proficiency with Windows-based office software, including Microsoft Office, Word, Excel, PowerPoint, and Outlook.
Nice To Haves
- Four-year degree preferred.
- Hospitality and healthcare experience preferred.
Responsibilities
- Track financial incentives, penalties, and reporting tied to patient satisfaction performance for the assigned unit.
- Maintain client satisfaction at a level that supports account retention.
- Administer required client and customer surveys and respond in a timely, effective manner.
- Monitor compliance, progress, and follow-up for patient satisfaction initiatives.
- Assist in developing, customizing, and monitoring patient satisfaction action plans for each account.
- Participate and contribute to hospital committees, including patient satisfaction, nursing, administration, and HCAHPS committees as needed.
- Ensure compliance with regulatory agencies, including CMS and JCAHO.
- Promote and monitor patient satisfaction progress across the region and communicate marketing successes.
- Maintain awareness of patient satisfaction updates and industry conditions, both within and outside accounts and districts.
- Work closely with on-site management to reach operational goals.
- Participate in monthly calls with fellow Patient Experience Managers and operations management to communicate updates and trends and identify recognition opportunities.
- Attend Patient Experience Department learning sessions, including monthly educational webinars.
- Recognize employees when programs are implemented successfully.
- Prepare and implement development and training plans to support patient satisfaction success.
- Prepare patient satisfaction reports for management as needed.
- Implement forms and data and ensure standardization for patient satisfaction operations.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance and AD&D
- Disability insurance
- Retirement plan
- Flexible time off
- Holiday time off, varying by site and state
- Associate Shopping Program
- Health and Wellness Programs
- Discount Marketplace
- Identity Theft Protection
- Pet Insurance
- Commuter Benefits
- Employee Assistance Program
- Flexible Spending Accounts (FSAs)
- Paid Parental Leave
- Personal Leave
- Potential paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws
- Bonus
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
