Patient Experience Manager

St. Clare's - Denville•Denville, NJ

3d•$63,232 - $94,848

About The Position

Saint Clare's Health is seeking a Patient Experience Manager to serve as an expert in patient experience improvement across its healthcare facilities. The role provides consultation, training, coaching, and support to facilities and organizational teams, and helps monitor and analyze patient experience data to identify improvement priorities. The manager partners with directors and other leaders to establish and sustain strategic plans, support system-wide performance, and integrate process improvements. The position 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 healthcare 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 solve problems, guide, and influence people.
Ability to manage time effectively and work 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.
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.

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 about measures, analysis, support, and interventions.
Plan and provide training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement.
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.
Proactively identify risks to the success of the plan.
Develop and organize tools, processes, and procedures that can be used 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 knowledge of performance improvement, 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 help integrate process improvements across the system.