Patient Experience Manager

Prime Healthcare•Riverdale, GA

9d•Onsite

About The Position

We are seeking a Patient Experience Manager who will serve as a knowledge, quality, and process expert on patient experience improvement. This role is crucial for enhancing patient satisfaction and driving positive outcomes within the healthcare setting.

Requirements

Experience consulting or coaching evidence-based best practices in patient experience in a healthcare setting.
Must have excellent communication and presentation skills – written and oral.
Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders to creatively solve problems, guide, and influence people.
Must effectively manage time, and operate as a self-starter by being proactive and assertive.
Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.
Requires knowledge of CAHPS, Reputation Management, and other such patient experience surveys in the public domain that impact public reporting and value-based reimbursement.
Strong computer literacy and software experience – Word, PowerPoint, Excel, 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, preferred.

Responsibilities

Acts as point of contact for facilities and responds to patient experience inquiries related to measures, analysis, support, and interventions.
Plans and provides training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization.
Communicates all requirements and commitments for each project.
Prepares and presents both oral and written reports and presentations on the progress of the facilities in meeting their patient experience goals.
Aids in monitoring, reporting, and analyzing patient experience data to identify priorities and opportunities for improvement, and reporting on findings to key stakeholders.
Serves as a change agent on patient experience.
Partners with directors and other managers/coaches to establish and sustain the patient experience strategic plan.
Adopts a proactive approach to identify risks to plan success.
Develops and organizes tools, processes, and procedures that can be utilized across the system to ensure positive patient experiences.
In collaboration with the Regional Director, interfaces with key leadership constituencies to help drive system performance.
Applies evidence-based knowledge of performance improvement, survey instruments, and methodology to work.
Leads, facilitates, or participates in facility and facilities within the region’s patient experience teams and improvement activities as assigned or approved by the director.
Supports other teams’ work in relation to patient experience outcomes, and supports integration of process improvements across the system.