Senior Manager Patient Experience

Emory Healthcare•Atlanta, GA

About The Position

Overview Be inspired. Be rewarded. Belong. At Emory Healthcare. At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide: Comprehensive health benefits that start day 1 Student Loan Repayment Assistance & Reimbursement Programs Family-focused benefits Wellness incentives Ongoing mentorship, development, and leadership programs And more Description RESPONSIBILITES: With direction from Physician Group Practice Administration, the Senior Manager, Patient Experience will be responsible for the development, implementation, and evaluation of all patient experience activities across The Emory Clinic and Emory Specialty Associates The Senior Manager, Patient Experience will serve as the primary champion to improve patient satisfaction scores across all ambulatory locations for Emory Healthcare, and supervise the team and resources associated with Patient Experience functions Supervise the coordination and development of the team, programs, forums, and tools needed to support high standards of patient experience across the Physician Group Practice Guide all patient experience improvement efforts related to coaching and mentoring programs, service training workshops, new hire service onboarding, and recognition activities Lead a multi-discplinary acceleration team through targeted process improvement projects to improve the patient experience Serve as the representative and spokesperson for patient satisfaction scores and improvement efforts through consistent communication to staff, physicians, and management Serve as the leader of the department of Service Management, and manage personnel through completing annual goals and evaluations; ensuring continuous professional development for all staff; and creating and managing annual budgets Lead the detailed data analysis of patient satisfaction scores to provide to all staff and providers, and push for continued internal and external best practice in data capture and reporting Facilitate the development of patient satisfaction improvement action plans in each clinical section, through high levels of engagement with clinical and administrative leaders across the Physician Group Practice Ensure compliance with related regulatory standards relating to patient satisfaction and process improvement efforts Serve as the Emory Physician Group Practice representative to external organizations and vendors, and appropriately represent Emory in best practice patient experience forums

Requirements

Bachelor's degree in business administration, finance, healthcare administration or related field required
3-5 years healthcare related experience required
Minimum requirement of 2 years supervisory/manager experience

Nice To Haves

Master's degree preferred

Responsibilities

Development, implementation, and evaluation of all patient experience activities across The Emory Clinic and Emory Specialty Associates
Serve as the primary champion to improve patient satisfaction scores across all ambulatory locations for Emory Healthcare
Supervise the team and resources associated with Patient Experience functions
Supervise the coordination and development of the team, programs, forums, and tools needed to support high standards of patient experience across the Physician Group Practice
Guide all patient experience improvement efforts related to coaching and mentoring programs, service training workshops, new hire service onboarding, and recognition activities
Lead a multi-discplinary acceleration team through targeted process improvement projects to improve the patient experience
Serve as the representative and spokesperson for patient satisfaction scores and improvement efforts through consistent communication to staff, physicians, and management
Serve as the leader of the department of Service Management, and manage personnel through completing annual goals and evaluations; ensuring continuous professional development for all staff; and creating and managing annual budgets
Lead the detailed data analysis of patient satisfaction scores to provide to all staff and providers, and push for continued internal and external best practice in data capture and reporting
Facilitate the development of patient satisfaction improvement action plans in each clinical section, through high levels of engagement with clinical and administrative leaders across the Physician Group Practice
Ensure compliance with related regulatory standards relating to patient satisfaction and process improvement efforts
Serve as the Emory Physician Group Practice representative to external organizations and vendors, and appropriately represent Emory in best practice patient experience forums