PATIENT EXPERIENCE MANAGER - FULL TIME FIRST SHIFT

Department

CUSTOMER SERVICES & PAT EXPER - 108308

Worker Sub Type

Regular

Work Shift

First Shift (United States of America)

Pay Grade

Job Description

The Patient Experience Manager acts as the champion to promote a culture of service excellence, compassion and accountability to embrace and deliver an exemplary patient, clinician and visitor experience that positively impacts outcomes. This leader is an integral member of the leadership team and is focused on developing patient and family centered care / patient experience best practice and strategies. May be responsible for oversight of Patient Relations and greeters. Responsible for insuring employee education and training to meet performance objectives. Understand the patient experience data analytics and able to communicate the impact and plan for improvement.

Education

Bachelors required

Masters preferred

Experience

Five years' experience in an organization focused on improving quality, safety or service / customer experience / patient relations required

Certification & Licensures

Registered Nurse preferred

BLS Certification (Basic Life Support) - American Heart 'Healthcare Provider' (HCP) - AHA approved required

• New hires must have American Heart Association (AHA) appropriate certification prior to completion of orientation.

Qualifications

Excellent verbal, telephone and written communication skills required

Ability to demonstrate a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times required

Ability to coach leaders, associates and physicians to improve the patient and associate performance required

Ability to round with leaders throughout the week on patients and associates, with leaders, teaching, observing, coaching and improving the patient experience required

Ability to work off shifts and weekends as needed required

Ability to serve as a role model for the Must Have Tool's to include AIDET, patient communication boards, Key word at Key Times, Rounding for Outcomes Employee , Patient, Internal customer and Senior leader rounding, Thank you notes, Bedside Shift Report, Hourly Rounding, Discharge Calls and No pass zone required

Ability to provide a scorecard with patient experience metrics for the organization required

Exceptional negotiation and interpersonal skills to support, coach, guide and positively influence all levels of management / staff to achieve desired results required

Ability to serve as a content expert and resource to help teach orientation and leader foundation classes required

Ability to track and trend results from designated experience measurement vendors required

Ability to travel up to 10% of the time required

Ability to work closely with Leadership to drive the strategy for patient experience required

Ability to facilitate large group meetings, service teams, and patient advisory meetings required

Knowledge of patient experience measurement components, e.g. NRC, Gallup, etc. required

Proven results in change management required

FLSA Classification

Exempt

Grade

Physical Demands

3 A Administration

Benefits

At Valley Health, we believe everyone is a caregiver, and our goal is to create an environment where our caregivers thrive physically, financially, and emotionally. In addition to a competitive salary, our most popular benefits for full-time employees include :

Valley Health also offers a health savings account & flexible spending account for childcare, life insurance, short-term and long-term disability, and professional development. In addition, several perks come with working for the largest employer in the region, such as discounts to on-campus dining, and more.

To see the full scale of what we offer, visit valleyhealthbenefits.com.