Patient Experience Manager

Southern Regional Medical Center•Riverdale, GA

152d

About The Position

The Patient Experience Manager serves as a knowledge, quality, and process expert in patient experience improvement. The role supports facilities with patient experience measures, analysis, interventions, and improvement activities, and works with leadership and teams to advance patient experience goals across the system. The position is full-time, day shift, with an eight-hour schedule, based at Southern Regional Medical Center in Riverdale, Georgia, and requires travel to entity locations throughout the geographic service area.

Requirements

Experience consulting or coaching on evidence-based best practices in patient experience in a health care setting.
Excellent written and oral communication and presentation skills.
Excellent interpersonal skills and the ability to interact effectively with a wide variety of stakeholders to creatively 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 (preferred).

Responsibilities

Act as a point of contact for facilities and respond to patient experience inquiries related to measures, analysis, support, and interventions.
Plan and provide training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization.
Communicate all requirements and commitments for each project.
Prepare and present oral and written reports and presentations on facilities’ progress toward patient experience goals.
Help 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.
Proactively identify risks to the success of the plan.
Develop and organize tools, processes, and procedures that can be used across the system to ensure positive patient experiences.
In collaboration with the Regional Director, interface with key leadership constituencies to help drive system performance.
Apply evidence-based knowledge of performance improvement, survey instruments, and methodology to the work.
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 support integration of process improvements across the system.