Patient Experience Manager

Reporting to the Chief Administrative Officer, the Patient Experience Manager will collaborate with medical, operations and other departments of St. John’s Community Health. The Patient Experience Manager will serve as a liaison between the patient/family and St. John’s to resolve concerns and complaints and in providing information, support, and interpretation of clinic policies and procedures. The position demonstrates exemplary service to patients and professionalism at all times, while demonstrating characteristics that support a psychologically-safe environment. 

Benefits:

• Free Medical, Dental & Vision
• 13 Paid Holidays PTO
• 403 (B) retirement match
• Life Insurance, EAP
• Tuition Reimbursement
• Flexible Spending Account
• Continued workforce development & training
• Succession plans & growth within

Qualifications: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:        

• Bachelor’s degree in health care administration, public health, or related field, required. 
• Master of Health Care Administration, Public Health, preferred.
• Minimum three years of progressively responsible and related experience in health care setting required, preferably in Federally Qualified Health Centers (FQHC’s).
• Experience in managing multiple tasks, projects, priorities, or limited resources.
• Ability to collect and analyze quantitative and qualitative data. 
• Experience in Electronic Health Record system, preferably eClinicalWorks (eCW).
• Ability to collect and audit data, synthesize information, and generate reports.
• Working knowledge of healthcare risk management models, patient satisfaction, and patient grievances, and member services (health plan, managed care, or medical group/IPA).
• Understanding HIPAA regulatory compliance and patient safety practices.
• Sensitivity to needs of culturally and linguistically diverse patient and employee populations. 
• Ability to accept travel assignments to local SJCH clinics in the Los Angeles area to perform duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Under general direction from the CAO, functions independently within guidelines and with limited supervision.

• Responds to concerns received via phone, in person and in writing. 
• Coordinates prompt, sensitive, and professional resolution to each concern, tracking and monitoring actions taken by those involved in investigating the complaint. 
• Collaborates with Clinic Managers, clinical support staff/LVN/RN, Referral/Medical Records, clinicians, Case Management, Programs, or related department teams to investigate and mitigate complaints and grievances, ensuring all regulatory guidelines are followed. 
• Serves as a liaison between providers, St. John’s staff, and patients/families to facilitate two-way communication, support, and information. 
• Responds to difficult situations with patients/families across the continuum of care using de-escalation techniques to resolve concerns. 
• Assesses and escalates more serious concerns to the Office of the CAO or related departments to follow up and resolve. 
• Effectively coaches staff to reinforce the importance of resolving concerns at the point of care.
• Coordinates, facilitates and administers patient satisfaction surveys and focus groups.
• Appropriately tracks and monitors concerns in the electronic event reporting system. 
• Produces actionable reports on patient experience and presents to the executive team or appropriate department heads with recommendations.
• Works closely with the CAO on reporting patient experience outcomes, using data and continuous improvement methodologies to identify gaps and areas for improvement.   
• Provides training and education to management and staff in proactively closing performance gaps to improve care delivery across the continuum of care.
• Attends and participates in the monthly Risk Management meetings, staff meetings, training, team building activities, and other internal and external meetings as directed.
• Travel required between clinics in Los Angeles and the Inland Empire.

St. John’s Community Health is an Equal Employment Opportunity Employer