Patient Experience Manager
About The Position
Maintains a professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-workers in accordance with our Service Excellence Standards and Core Values. Functions as role of consultant to operational leaders in order to champion the implementation of various Service Excellence improvement strategies at McLeod Health. Utilizes internal and external data to identify improvement opportunities related to customer experience, and supports outcome monitoring. Participates and assist with the implementation of improvement plans on local levels. Serves as a liaison between the organization and patients/families/visitors and responds and communicates to patient/family/visitor's needs, questions, concerns, problems and/or complaints in a compassionate, professional, timely and effective manner. Proactively takes ownership in service recovery, issue resolution and opportunities for improvement as appropriate. Works with staff to mitigate adverse perceptions of health care environment. Collects and documents information regarding patient/family/visitor's feedback, complaints, concerns, issues and/or needs with responsibility to report to appropriate staff for quality improvement as appropriate. Coordinates training focused on developing a customer-centered care delivery rooted in Service Excellence. Accurate documentation and maintenance of patient advocacy activities, managing compliments, complaints and grievance process and response documentation in accordance with McLeod Health's Patient Complaint/Grievance Policy. Protects the confidentiality of all communications under the Quality Peer Review pursuant of S.C. Code 40-71-10, 40-70-20 and the Federal immunity under Health Care Quality Improvement Act of 1986.
Requirements
- 3 years' experience in management of people, processes, or patient experience required
- Strong skills in communication, team facilitation, project management and service recovery
- Bachelor's Degree in Nursing, Healthcare Administration, Business, or related field required (In Lue of completion of degree must have a minimum of 6 years of relevant experience such as service excellence or customer service.)
Nice To Haves
- Current CPXP certification preferred
Responsibilities
- Champion the implementation of Service Excellence improvement strategies
- Utilize data to identify customer experience improvement opportunities
- Support outcome monitoring
- Participate in the implementation of improvement plans
- Serve as a liaison between the organization and patients/families/visitors
- Respond to patient/family/visitor's needs, questions, concerns, problems and/or complaints
- Proactively take ownership in service recovery and issue resolution
- Work with staff to mitigate adverse perceptions of health care environment
- Collect and document patient/family/visitor feedback
- Coordinate training focused on customer-centered care delivery
- Accurate documentation and maintenance of patient advocacy activities
- Manage compliments, complaints and grievance process
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
