Patient Experience Manager

McLeod Health • Little River, SC

10d

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.

Founded in 1906, McLeod Health is a locally owned and managed, not for profit organization supported by the strength of more than 900 members on its medical staff and more than 2,900 licensed nurses. McLeod Health is also composed of approximately 15,000 team members and more than 90 physician practices throughout its 18-county service area. With seven hospitals, McLeod Health operates three Health and Fitness Centers, a Sports Medicine and Outpatient Rehabilitation Center, Hospice and Home Health Services. The system currently has 988 licensed beds, including Hospice and Behavioral Health. The hospitals within McLeod Health include: McLeod Regional Medical Center, McLeod Health Dillon, McLeod Health Loris, McLeod Health Seacoast, McLeod Health Cheraw, McLeod Health Clarendon and McLeod Behavioral Health.

If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals, we invite you to apply online today. We are an equal opportunity employer.

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

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees