Sr. Mgr Patient Exp Clinical

HH Health System•Huntsville, AL

12h•Onsite

About The Position

The Sr. Manager, Patient Experience works in collaboration with and under the direction of the Director of Patient Experience and Advocacy and HH Leadership to establish standards and targets to drive cultural change and improvement practices that enhances the overall patient and family experience. In collaboration with the Director of Patient Experience and Advocacy works closely with VP of Operations, CNO, Service Line Directors, Unit Directors and clinical Staff to develop strategies and implement initiatives to improve overall outcomes in patient experience and satisfaction. The Sr. Manager of PX will work collaboratively with the clinical team member’s, physicians, administrators, and others to support clinical and non-clinical areas in the consulting, planning, development, implementation and evaluation of a comprehensive patient and family experience improvement strategy for Huntsville Hospital Health System. Additionally, they will work with clinical areas and the leadership team to ensure that the organization is in a constant state of readiness while implementing patient experience tactics, improvements, behaviors and best practices to improve the overall patient experience.

Requirements

Bachelor's degree in Communication, Biology, Public Health or Healthcare preferred.
Minimum of 3-5 years in a nursing/nurse leadership role driving patient experience, safety, quality and/or culture change.
Demonstrates effective performance improvement and/or project manager techniques.
Self-directed and able to manage multiple priorities/projects at a time.
Excellent interpersonal skills and ability to facilitate, consult, research and educate at all levels.
Understands and has the ability to translate and interpret patient survey data as a tool to enhancing the patient experience.
Proven experience in behavioral coaching and leadership.
Demonstrated leadership skills and the ability to coach, mentor, educate, motivate employee teams and counsel effectively.
Effective in building relationships and gaining credibility throughout the health system.
Proven process improvement skills.
Strong analytical skills are required to dissect information and data obtained from CAHPS and patient satisfaction surveys with the ability to effectively communicate results to all staff and develop process improvement strategies for nursing units and organizationally are a must.
Good stand-up and solid presentation skills are needed.
Must be comfortable before large groups and effective in communicating information and new ideas.
Ability to effectively speak publicly to frontline, physician & executive levels a must.
Knowledge and expertise in superior/quality patient service, patient safety, and patient/family centered care, CAHPS and evidence-based best practices.
Written and oral communication skills, demonstrated computer proficiency, particularly in Microsoft Word, Excel, PowerPoint & Outlook, Survey Vendor database, and strong organizational skills.

Responsibilities

Establish standards and targets to drive cultural change and improvement practices that enhance the overall patient and family experience.
Develop strategies and implement initiatives to improve overall outcomes in patient experience and satisfaction.
Support clinical and non-clinical areas in the consulting, planning, development, implementation and evaluation of a comprehensive patient and family experience improvement strategy.
Ensure the organization is in a constant state of readiness while implementing patient experience tactics, improvements, behaviors and best practices.

Benefits

medical
dental
vision
life insurance
flexible spending
short term and long term disability
several retirement account options with 401K organization match
nurse residency program
tuition assistance
student loan reimbursement
On-site training and education opportunities
Employee Discounts to phone providers, local restaurants, tickets to shows, apartment application