Regional Manager - Experience and Volunteers

Prime Healthcare•Joliet, IL

2d•Onsite

About The Position

Prime Healthcare is an award-winning health system headquartered in Ontario, California, operating 54 hospitals and over 360 outpatient locations across 15 states. With more than 60,000 employees and physicians, Prime Healthcare provides over 3.0 million patient visits annually and is a leading health system nationwide. Twenty-one of its hospitals are part of the Prime Healthcare Foundation, a 501(c)(3) not-for-profit public charity. Prime Healthcare is actively seeking new members to join its corporate team.

Requirements

Bachelor’s Degree from an accredited school required, or equivalent years of experience.
Clear 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 to improve patient and employee experience.
Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.
Must effectively manage time, and operate as a self-starter by being proactive and assertive.
Experience developing and deploying statistical tools to measure and improve process and outcomes goals.
Ability to travel to all entity locations throughout the geographic service area.

Nice To Haves

Nursing, Statistics, Business or related field preferred.
Experience consulting or coaching evidence-based best practices in patient experience in a healthcare setting.
Masters preferred.
CPXP certification and/or experience applying Six Sigma, Lean or Value Stream Improvement methodology.
Two years working in patient experience, performance improvement, risk management, patient relations, volunteer services, or service excellence department in an acute care hospital.
Knowledge of CAHPS, reputation management, and other patient experience surveys in the public domain that impact public reporting and value-based reimbursement.
Demonstrated experience implementing cultural change across a complex healthcare environment.
Strong computer literacy and software experience – Word, PowerPoint, Excel, and Microsoft Teams.

Responsibilities

Deployment of a comprehensive patient, staff, and physician experience improvement plan across the continuum of care for hospitals within the given region.
Planning and providing training, expert coaching, observation, knowledge assessment, skill validation, and trends data in patient experience improvement for all organizational levels.
Acting as the point of contact for facilities and responding to patient experience inquiries related to measures, analysis, support, and interventions.
Communicating all requirements and commitments for each project.
Preparing and presenting oral and written reports and presentations on facility progress in meeting patient experience goals.
Aiding in monitoring, reporting, and analyzing patient experience data to identify priorities and opportunities for improvement, and reporting findings to key stakeholders.
Serving as a change agent and subject matter expert on patient experience data, reports, surveying, and best practices.
Partnering with directors and other managers/coaches to establish and sustain the patient experience strategic plan.
Adopting a proactive approach to identify risks to plan success.
Developing and organizing tools, processes, and procedures for utilization across the system to ensure positive patient experiences.
In collaboration with the Regional Director/Manager/Lead, interfacing with key leadership constituencies to help drive system performance.
Applying evidence-based knowledge of performance improvement, survey instruments, and methodology.
Leading, facilitating, or participating in facility and regional patient experience teams and improvement activities as assigned or approved by the Regional Director/Manager/Lead.
Supporting other teams' work in relation to patient experience outcomes and integrating process improvements across the system.
Coordinating the escalation of service recovery concerns to the appropriate leader for resolution.
Overseeing and managing the volunteer program at their hospital(s).
Overseeing all volunteer programs across the region and supporting local volunteer leaders at each hospital.
Consistently attending patient experience team huddles, leadership trainings, and regional patient experience team meetings.
Performing related responsibilities as required.