Patient Experience Program Manager

Jefferson Health Plans • Cherry Hill, NJ

10d

About The Position

An integral member of the leadership team and is responsible for the strategic development and training practices focused on improving the overall patient experience as heard from the Voice of Our Customers and Employees. Utilizing best practice, survey, and employment data, this position is instrumental in creating the foundation of behaviors and key initiatives and adjusting to areas of opportunity and improvement as tied into value-based purchasing, CMS, Leapfrog, and any designations focused on the patient and the family experience and collaborates with the Service Excellence Manager.

Requirements

• Bachelor’s Degree in related field
• 5 years of progressively more responsibilities related work experience in an organization of similar size and scope.
• Solid understanding of health care standards, technologies, practices and a strong system thinker, planner and problem solver.
• Experienced with and strong understanding of CMS, HCAHPS, OAS CAHPS, and Press Ganey surveys utilized for patient and family feedback.
• Ability to organize and present data in a concise and easily understood manner.
• Educator and communicator who is trustworthy and willing to share information and serve as a mentor.
• Proven strong interpersonal skills. Builds positive working relationships at all levels of the organization.
• Ability to effect collaborative alliances and promote teamwork.
• Proficiency with computer programs including, but not limited to: MS Office and clinical, hospital-based information systems.
• Strong knowledge of Patient Experience best practices, and how to best integrate with clinical care.
• Solid knowledge of CMS HCAHPS requirements, statistical concepts, and the survey process.

Nice To Haves

• Master’s Degree in related field
• Certificate of Patient Experience

Responsibilities

• Provides professional coaching and consultation to influence hospital and practice leaders, direct care providers and other employees to deliver excellent patient experiences
• Coordinates, integrates and engages hospital leadership through initiatives and efforts in advancing the quality of the patient and family experience and clinical excellence by teaching/coaching and action plans.
• Partners with HR to improve the colleague experience as a necessary outcome to improve patient experience and clinical excellence; including development and implementation of initiatives geared to professional staff, nursing and all other colleagues.
• Demonstrates expertise to evaluate employee competency and support the hardwiring of standardized processes, behaviors, and initiatives related to the exceptional patient experience.
• Collaborate with the key stakeholders to create strategies for sustaining a “patient-centric” culture.
• Communicates the quality of the patient’s experience through survey data and patient/family feedback.
• Develops process and structure to adapt patient & family centered methods/practices, such as patient shadowing and rounding, in alignment with the East Region and Enterprise initiatives.
• Leads/Guides the hospital to see the integrated nature of the patient experience and clinical excellence.
• Ensures accountability at department level with senior leaders, modeling commitment to the patient experience.
• Coaches and supports leaders and colleagues in improving results.
• Partners with the key stakeholders to coordinate and champion the learning and development process.
• Promotes workplace excellence (patient experience & clinical excellence) along with evidence-based care programs through on-going training and development for colleagues.
• Demonstrates forward thinking, creative and self-motivated abilities.
• Participates in the development and implementation of projects related to system-wide patient/customer experience initiatives (i.e. education, patient/ family councils, experience design, patient voice technology solutions, etc)
• Conducts engaging training classes and meetings as needed in support of key initiatives while being able to flex hours to provide some training and coaching for staff working night and weekend shifts
• Performs related duties, as required.

Benefits

• Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts.
• Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service.
• All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager