What are the responsibilities and job description for the Manager, Patient Experience position at Saint Francis Health System?
Full Time
Days
Job Summary: The Manager, Patient Experience manages Saint Francis Health System's patient and family experience and satisfaction through the identification, development, and implementation of improvement initiatives and strategies. The Manager, Patient Experience works with the health system's leadership and other department leaders to develop and implement these initiatives and strategies and improve performance on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) and other patient surveys while supporting the goals and mission of the health system.
Minimum Education: Bachelor's Degree required, preferably in a healthcare-related field. Master's Degree preferred.
Licensure, Registration and/or Certification: None.
Work Experience: Minimum of 8 years of related experience with a strong preference for clinical experience in a hospital environment.
Knowledge, Skills and Abilities: Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders to creatively solve problems, guide and influence people. Ability to utilize strong coaching/consultative skills to provide guidance and resources in the achievement of service excellence goals. Excellent communication and presentation skills, communicating in an open, honest and objective manner. Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills with a strong attention to detail. Knowledge of HCAHPS, Clinician and Group Survey - Hospital Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS), and other such patient experience survey instruments. Strong computer literacy and software experience including Microsoft Office. Ability to stay informed of current education trends, literature, system goals, business strategies and quality standards.
Essential Functions and Responsibilities: Serves as a liaison and content expert for patient experience committee meetings for each health system entity; collaborates with senior leadership, facility leaders, and teams to develop and lead the implementation of service excellence improvement activities across the health system. Manages the patient experience staff, including ensuring excellent performance of in-services, targeted coaching, training, and education as well as data and reports generated by the department. Builds reporting mechanisms and paths of communication to advise and engage critical and key partners in identifying, developing and implementing targeted improvement initiatives. Builds metrics to determine success of improvement initiatives. Leads the analysis and utilization of patient satisfaction score/experience feedback and metrics from a variety of sources (patient surveys/comments, focus groups, advisory councils, complaint information, direct observation, manager/staff perspectives) to formulate recommendations for improving scores and improving the patient experience. Ensures appropriate employee and department recognition of patient experience excellence through use of internal recognition programs and development of informal approaches to team and associate recognition. Collaborates with the quality department leadership in the identification, development, and implementation of evolutionary processes relating to the improving the SHFS patient and family experience and satisfaction. Oversees the development and ongoing operation of patient advisory councils for each entity.
Decision Making: The carrying out of non-routine procedures under constantly changing conditions, in conformance with general instructions from supervisor.
Working Relationships: Direct Supervision of others - Number of people supervised: 7 Prepares and gives performance evaluations. Works directly with patients and/or customers. Works with internal and/or external customers via telephone or face to face interaction. Works with other healthcare professionals and staff. Works frequently with individuals at Director level or above.
Special Job Dimensions: None.
Minimum Education: Bachelor's Degree required, preferably in a healthcare-related field. Master's Degree preferred.
Licensure, Registration and/or Certification: None.
Work Experience: Minimum of 8 years of related experience with a strong preference for clinical experience in a hospital environment.
Knowledge, Skills and Abilities: Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders to creatively solve problems, guide and influence people. Ability to utilize strong coaching/consultative skills to provide guidance and resources in the achievement of service excellence goals. Excellent communication and presentation skills, communicating in an open, honest and objective manner. Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills with a strong attention to detail. Knowledge of HCAHPS, Clinician and Group Survey - Hospital Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS), and other such patient experience survey instruments. Strong computer literacy and software experience including Microsoft Office. Ability to stay informed of current education trends, literature, system goals, business strategies and quality standards.
Essential Functions and Responsibilities: Serves as a liaison and content expert for patient experience committee meetings for each health system entity; collaborates with senior leadership, facility leaders, and teams to develop and lead the implementation of service excellence improvement activities across the health system. Manages the patient experience staff, including ensuring excellent performance of in-services, targeted coaching, training, and education as well as data and reports generated by the department. Builds reporting mechanisms and paths of communication to advise and engage critical and key partners in identifying, developing and implementing targeted improvement initiatives. Builds metrics to determine success of improvement initiatives. Leads the analysis and utilization of patient satisfaction score/experience feedback and metrics from a variety of sources (patient surveys/comments, focus groups, advisory councils, complaint information, direct observation, manager/staff perspectives) to formulate recommendations for improving scores and improving the patient experience. Ensures appropriate employee and department recognition of patient experience excellence through use of internal recognition programs and development of informal approaches to team and associate recognition. Collaborates with the quality department leadership in the identification, development, and implementation of evolutionary processes relating to the improving the SHFS patient and family experience and satisfaction. Oversees the development and ongoing operation of patient advisory councils for each entity.
Decision Making: The carrying out of non-routine procedures under constantly changing conditions, in conformance with general instructions from supervisor.
Working Relationships: Direct Supervision of others - Number of people supervised: 7 Prepares and gives performance evaluations. Works directly with patients and/or customers. Works with internal and/or external customers via telephone or face to face interaction. Works with other healthcare professionals and staff. Works frequently with individuals at Director level or above.
Special Job Dimensions: None.
Supplemental Information: This document generally describes the essential functions of the job and the physical demands required to perform the job. This compilation of essential functions and physical demands is not all inclusive nor does it prohibit the assignment of additional duties.
Quality Attainment/Outcomes Measurements - Yale Campus
Location:
Tulsa, Oklahoma 74136
EOE Protected Veterans/Disability
