Patient Experience Manager

Prime Healthcare•Denville, NJ

About The Position

Saint Clare's Health is seeking a Patient Experience Manager to serve as a knowledge, quality, and process expert in patient experience improvement. The manager supports facilities by responding to inquiries about patient experience measures, analysis, support, and interventions, and provides training, coaching, observation, knowledge assessment, and skill validation across organizational levels. The position monitors and analyzes patient experience data, identifies improvement opportunities, communicates project requirements and commitments, and reports facility progress toward patient experience goals. It works with directors, manager/coaches, regional leadership, and other stakeholders to establish and sustain strategic plans, manage risks to those plans, develop system-wide tools and processes, and integrate improvements. The role applies evidence-based performance improvement knowledge and survey methodology, and leads, facilitates, or participates in patient experience teams and improvement activities. The role requires travel to all entity locations throughout the geographic service area. Saint Clare's Health offers competitive compensation and a benefits package that includes paid time off, a 401(k) retirement plan, medical, dental, vision, and tuition reimbursement. Benefits may vary by employment status. The estimated annual compensation range is $63,232 to $94,848; starting compensation is determined based on factors including skills, applicable experience, education, credentials, and licensure.

Requirements

Experience consulting or coaching on evidence-based best practices in patient experience in a healthcare setting.
Excellent written and oral communication and presentation skills.
Excellent interpersonal skills and ability to interact effectively with a wide variety of stakeholders to solve problems, guide, and influence people.
Ability to manage time effectively and operate as a proactive, assertive self-starter.
Ability to manage multiple projects and deadlines, with strong organizational and project management skills and attention to detail.
Knowledge of CAHPS, Reputation Management, and other public-domain patient experience surveys that affect public reporting and value-based reimbursement.
Strong computer literacy and experience with Word, PowerPoint, Excel, and Adobe Acrobat.
Ability to travel to all entity locations throughout the geographic service area.

Nice To Haves

Bachelor’s degree in Business, Healthcare, or a related field is preferred.

Responsibilities

Serve as a knowledge, quality, and process expert on patient experience improvement.
Act as a point of contact for facilities and respond to inquiries related to patient experience measures, analysis, support, and interventions.
Plan and provide training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all organizational levels.
Communicate requirements and commitments for each project.
Prepare and present oral and written reports and presentations on facility progress toward patient experience goals.
Monitor, report, and analyze patient experience data to identify priorities and improvement opportunities, and report findings to key stakeholders.
Serve as a change agent for patient experience.
Partner with directors and other manager/coaches to establish and sustain the patient experience strategic plan.
Take a proactive approach to identifying risks to plan success.
Develop and organize tools, processes, and procedures for use across the system to support positive patient experiences.
Collaborate with the Regional Director and interface with key leadership constituencies to help drive system performance.
Apply evidence-based performance improvement knowledge and knowledge of survey instruments and methodology.
Lead, facilitate, or participate in facility and regional patient experience teams and improvement activities as assigned or approved by the director.
Support other teams’ work related to patient experience outcomes and the integration of process improvements across the system.