What are the responsibilities and job description for the Manager-Service Excellence - Patient Experience position at The University of Mississippi Medical Center?
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Important Applications Instructions:
Please complete this application in entirety by providing all of your work experience, education and certifications/
license. You will be unable to edit/add/change your application once it is submitted.
Job Requisition ID:
R00040512
Job Category:
Professional and Technical
Organization:
Patient Experience
Location/s:
Main Campus Jackson
Job Title:
Manager-Service Excellence - Patient Experience
Job Summary:
Responsible for implementing and overseeing service excellence activities that influence cultural behaviors, organizational climate, and patient experiences throughout UMMC. Works with the Office of Patient Experience Director and multidisciplinary cross-functional stakeholders to achieve a standardized approach to patient and family-centered care throughout the organization. Leads organizational efforts for service excellence and training, manages guest services teams, and various programs and services as a comprehensive health system patient experience leader. Incorporates data, external and internal stakeholder feedback, research science, and evidence-based practice into actionable, sustained quality improvement and services.
Education & Experience
Bachelor’s degree in Nursing, Clinical Discipline, or related field. Three (3) years of work experience in healthcare operations and two (2) years of clinical leadership experience.
Certifications, Licenses, or Registration Required: N/A
Preferred Qualifications: Experience with patient satisfaction data in the development of initiatives to improve patient and family experiences and satisfaction.
Knowledge, Skills & Abilities
Self-directed confidence, strong interpersonal skills, high emotional intelligence, social awareness, ability to handle complexity and disruption, compassion, analytical skills, strategic management skills, ability to design and execute deliverables and problem solve independently, functions well with teams and various organizational leaders and frontline staff, ability to remain objective in critical environments, high integrity, strong teaching skills.
Responsibilities:
- Creates, implements, and oversees evidenced-based service excellence processes, education, and teams in partnership with various stakeholders in clinical and administrative or support service roles to enhance the experiences of patients and guests of UMMC.
- Influences change and drives excellence by demonstrating strong, self-directed initiative and ability to navigate ambiguity and manage performance improvement focused on operationalizing patient and family-centered care initiatives.
- Integrates the work of patient advisors and Office of Patient Experience teams and services with institutional initiatives.
- Manages CMS and Joint Commission regulatory standards for UMMC’s health system in collaboration with Office of Patient Experience leaders and internal stakeholders.
- Directs and motivates direct reports and other staff through training and expertise. Earns respect and confidence by taking ownership, facilitating through relationship building, and leading change initiatives.
- Organizes tasks with excellent ability to implement and execute through strong time-management, technical, public speaking, project management, and negotiation skills.
- Gains organizational expertise to understand and support the overall operations of the Office of Patient Experience and performs all other duties as needs present.
- The duties listed are general in nature and are examples of the duties and responsibilities performed and are not meant to be construed as exclusive or all-inclusive.
Physical and Environmental Demands
Requires frequent exposure to unpleasant or disagreeable physical environment such as high noise level and exposure to heat and cold, occasional handling or working with potentially dangerous equipment, constant exposure to biohazardous conditions such as risk of radiation exposure, blood borne pathogens, fumes or airborne particles, and/or toxic or caustic chemicals which mandate attention to safety considerations, frequent working hours significantly beyond regularly scheduled hours, frequent travelling to offsite locations, frequent activities subject to significant volume changes of a seasonal/clinical nature, constant work produced subject to precise measures of quantity and quality, occasional bending, occasional lifting and carrying up to 50 pounds, occasional crawling, occasional crouching/stooping, occasional driving, occasional kneeling, occasional pushing/pulling, occasional reaching, frequent sitting, constant standing, frequent twisting, and constant walking. (occasional-up to 20%, frequent-from 21% to 50%, constant-51% or more)
Requires frequent exposure to unpleasant or disagreeable physical environment such as high noise level and exposure to heat and cold, occasional handling or working with potentially dangerous equipment, constant exposure to biohazardous conditions such as risk of radiation exposure, blood borne pathogens, fumes or airborne particles, and/or toxic or caustic chemicals which mandate attention to safety considerations, frequent working hours significantly beyond regularly scheduled hours, frequent travelling to offsite locations, frequent activities subject to significant volume changes of a seasonal/clinical nature, constant work produced subject to precise measures of quantity and quality, occasional bending, occasional lifting and carrying up to 50 pounds, occasional crawling, occasional crouching/stooping, occasional driving, occasional kneeling, occasional pushing/pulling, occasional reaching, frequent sitting, constant standing, frequent twisting, and constant walking. (occasional-up to 20%, frequent-from 21% to 50%, constant-51% or more)
Time Type:
Full time
FLSA Designation/Job Exempt:
Yes
Pay Class:
Salary
FTE %:
100
Work Shift:
Day
Benefits Eligibility:
Grant Funded:
No
Job Posting Date:
01/16/2025
Job Closing Date (open until filled if no date specified):
