SYSTEM PATIENT EXPERIENCE MANAGER
About The Position
The System Patient Experience Manager manages, coordinates, and directs patient experience activities in collaboration with unit leadership to improve patient satisfaction scores. The role also manages other Patient Experience Managers. It tracks financial incentives, penalties, and reporting tied to patient satisfaction performance; supports client satisfaction and account retention; and administers customer surveys and timely responses. The manager monitors patient satisfaction initiatives, helps develop and oversee unit-specific action plans, participates in relevant hospital committees, and ensures compliance with regulatory agencies such as CMS and JCAHO. The position works with on-site management to meet operational goals, communicates patient experience updates and industry trends, supports employee recognition, develops and implements training plans, and prepares patient satisfaction reports as needed. Applications are accepted on an ongoing basis.
Requirements
- High school diploma/GED or equivalent combination of education and experience.
- Two to three years of in-servicing experience in customer service training.
- Three to four years of experience in service-oriented operations.
- Good coaching and on-the-job training skills.
- Excellent organizational skills and ability to multitask.
- Proficiency with Windows-based office software, including Microsoft Office, Word, Excel, PowerPoint, and Outlook.
- Initiative, responsibility, flexibility, and leadership.
- Thorough knowledge of contract administration and office procedures.
- Fiscal and budgetary skills.
Nice To Haves
- Four-year degree preferred.
- Hospitality and healthcare experience preferred.
Responsibilities
- Track financial incentives, penalties, and reporting tied to patient satisfaction performance for the assigned unit.
- Maintain and support client satisfaction at a level that ensures account retention.
- Administer required client/customer surveys and respond in a timely and effective manner.
- Monitor and ensure compliance, progress, and follow-up of patient satisfaction initiatives.
- Assist in developing, customizing, and monitoring patient satisfaction action plans to meet account needs.
- Participate and add value to hospital committees, including patient satisfaction, nursing, administration, and HCAHPS committees as necessary.
- Ensure compliance with regulatory agencies, including CMS and JCAHO.
- Improve regional patient satisfaction performance by promoting and monitoring progress and highlighting marketing success.
- Maintain awareness of patient satisfaction updates and industry conditions, both within and outside the accounts and districts.
- Work closely with on-site management to reach operational goals.
- Participate in monthly conference calls with Patient Experience Managers and operations management to communicate updates and trends and identify opportunities for recognition.
- Participate in Patient Experience Department learning sessions, including monthly educational webinars.
- Recognize employees when programs are successfully implemented.
- Prepare and implement development and training plans for patient satisfaction success.
- Prepare patient satisfaction reports for management as needed.
- Manage other Patient Experience Managers.
Benefits
- Medical, dental, and vision insurance
- Life insurance and AD&D
- Disability insurance
- Retirement plan
- Flexible time off
- Holiday time off (varies by site/state)
- Associate shopping program
- Health and wellness programs
- Discount marketplace
- Identity theft protection
- Pet insurance
- Commuter benefits
- Employee assistance program
- Flexible spending accounts (FSAs)
- Paid parental leave
- Personal leave
- Potential paid and/or unpaid time off in accordance with applicable federal, state, and local laws
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
