Senior Manager, Patient & Customer Experience

Patient And Customer Experience Manager

Manages, plans, and organizes the staff and activities of Patient and Customer Experience, and other related services to enhance the overall patient and family experience.

Job Responsibility

Role models Culture of C.A.R.E. and organizational values.

Maintains strong communication with patients, families and team members.

Provides leadership to Patient & Customer Experience team members and supervisors by communicating and guiding toward achieving department objectives.

Develops, communicates, and builds consensus for goals in alignment with the health system.

Develops, plans, implements and evaluates Patient and Customer Experience programs, initiatives and other related services; develops and implements hospital wide policies and procedures for management of and response to patient care concerns.

Engages leadership and team members and implements practices to improve communication, efficiency and patient/family centered experience. Prepares, leads and educates patient experience-based education and performance improvement for short and long-range goals.

Advocates for patients and their families alongside the interdisciplinary care team; manages concerns/complaints as per policy and procedure.

Collaborates/Coordinates with local and system Patient & Family Partnership Council(s).

Performs service recovery and escalates to leadership, as appropriate.

Collaborates with other departments (Volunteer Services, Pastoral Care, Social Work, etc) to deliver a broad scope of patient experience programs; tracks concerns and issues.

Analyzes trends, data, processes and knowledge to ensure Patient Experience objectives are aligned with the organizational objectives; provides performance improvement recommendations for short as well as long range goals to senior leadership.

Allocates funds and monitors staffing and other expenses to ensure operation within budget; serves as educator for patient rights and service excellence.

Builds and maintains productive intra-departmental work relationships to optimize operations.

Demonstrates strong understanding of patient experience metrics, data and performance outcomes; prepares analyses of patient survey data including comment reports.

Ensures operating compliance with government and agency regulations.

Selects, develops, manages and evaluates direct reports.

Provides direction and guidance to exempt specialist, supervisory, and/or middle management personnel who exercise significant latitude and independence in their assignments.

Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

Bachelor's Degree required, or equivalent combination of education and related experience.

6-10 years of relevant experience and 5-7 years of leadership / management experience, required.

• Master's degree (MBA, MHA, MPH or related) preferred
• Prior people management experience preferred
• Experience with Patient Experience, Patient Relations, or Customer Experience as a dedicated function highly preferred
• Experience with survey analytics, Voice of the Patient/Customer, service recovery, journey mapping, change management, and coaching teams through improvement work highly preferred
• Strong process and performance improvement background, comfortable analyzing data, identifying trends, getting to the root cause of an issue, and understanding what is happening operationally highly preferred
• The ability to partner with teams to translate those insights into action, measure the impact, and adjust when something isn't working highly preferred. Experience leading or mentoring interdisciplinary stakeholders in patient experience initiatives
• Demonstrated experience in program development and implementation

*Additional Salary Detail

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).