Regional Patient Experience Manager

AdventHealth•Ocala, FL

32d•Onsite

About The Position

The Regional Patient Experience Manager is responsible for directly managing the operations and improvement program of AHS Patient Experience in the Central Florida Division - North Region, with assignment to a specific campus or multiple campuses. Working with AHS Patient Experience and Campus Leadership, the manager develops and implements strategic best practices in the most effective manner across the region. This role provides senior level consulting and coaching to executives, middle and front line leaders in the best practices for patient experience, requiring solid knowledge of functional best practices and critical thinking related to how to best influence the field in process improvement. Additionally, this position leads or participates in the planning of regional and major system events including conferences and strategic forums. As a leader in implementing improvements in patient experience, this role requires a strong working knowledge of effective reporting and interpretation of survey results, along with an understanding of statistical concepts. This role works with the Chief Nursing Officer and AHS headquarters to manage the site visit program for assigned campus(es), leveraging Press Ganey Advisor resources to provide appropriate education. This position serves as a change agent for Adventist Health System and requires strong experience in process improvement, along with a proven track record of leading others in the improvement of patient experience.

Requirements

Bachelors degree in nursing or related field
Minimum of ten (10) years of healthcare related experience
5 years of experience as a Nurse Manager or above in an acute care setting or 3 years of experience in a patient experience consulting role in a multi-campus setting
10 years of experience as an RN
Demonstrated history of leading strong improvement results in patient experience
RN License

Responsibilities

Working with other campus based managers, manages the patient experience program for the East Florida region, demonstrating strategic planning capabilities and negotiation skills.
Works closely with executive leaders at assigned campus to ensure that we are most effectively meeting the needs of each facility and regional progress as a whole, while creatively leveraging limited resources.
Effectively manages the consulting and coaching program to best leverage both self and external coaches/advisors with the most effective coverage at assigned campus(es). Evolves coaching models as necessary to best meet needs and drive improvement.
Actively participates in strategic planning for patient experience in the region and system-wide.
Demonstrates strong project management skills, and effectively develops and monitors project workplans to completion.