Manager Patient Experience CHS - Clinical Quality

Job Requirements

POSITION SUMMARY

The Manager, Patient Experience under the direction of the Director of Quality and Safety, leads patient experience measurement, improvement, and service recovery initiatives across the Health First Integrated Delivery Network's (IDN) Community Health Services (CHS) division. The Manager, Clinical Quality partners with clinical and operational leadership teams to translate patient feedback into actionable advancements, driving the promotion of a culture of service excellence.

PRIMARY ACCOUNTABILITIES

1. Leads patient experience improvement initiatives across CHS, utilizing feedback, data, and toolkits.
2. Oversees, analyzes, and reports on patient feedback metrics, monitoring trends for complaints, grievances, and experience feedback, translating feedback into actionable insights and plans for improvement.
3. Partners with clinical and operational leadership teams to lead and support experience-based action planning.
4. Identifies and coordinates service recovery initiatives in partnership with clinical and operational teams, and in partnership with quality and safety teams to align patient experience improvements,
5. Manages and supports the coordination and facilitation of quality committees, workstreams, and performance improvement initiatives, in conjunction with quality leadership.
6. Partners with safety, clinical education, and clinical quality leadership teams to drive integrated improvement across CHS in workflow processes.
7. Serves as a resource for CHS leaders and Associates, delivering guidance and consultation on service excellence and de-escalation improvement opportunities and strategies.
8. Supports wellness and engagement related activities, and the development and implementation of customer service standards and education across CHS.
9. Tracks performance improvement plans, ensuring to drive sustained improvement across all CHS patient experience improvement initiatives.

LEADERSHIP ACCOUNTABILITIES

1. Define and communicate a clear, compelling vision for the team that effectively ties into the mission and vision of Health First, and inspirationally lead the team to achieve that vision.
2. Provide leadership, motivation, coaching, feedback and support to foster and strengthen growth and development of an effective, high performing team.
3. Lead change through effective communication, explaining the connection and value to the organization, creating stronger buy-in and urgency, while understanding impact to the team to obtain commitment.
4. Demonstrate openness to hearing diverse ideas and thoughts; create a sense of inclusivity; and encourage collaboration across teams to help break down silos to meet the team's and organization's goals.
5. Recruit, select, grow, and retain highly engaged, high performing diverse and inclusive associates.
6. Contribute to and support the strategic direction, and demonstrate financial acumen, for areas of responsibility and organization.

Work Experience

MINIMUM QUALIFICATIONS

• Education: Bachelor's degree in Business or Healthcare Administration, Organizational Development, or a relevant field.
• Work Experience: Two (2) years' experience in consulting, coaching evidence-based practices, in patient experience in a healthcare setting.
• Licensure: None
• Certification: None
• Skills/Knowledge/Abilities:
• Proficient in Microsoft Office -- Teams, Outlook, Word, PowerPoint, Excel, and Adobe Acrobat.
• Demonstrated ability to improve and sustain patient experience scores.
• Strong coaching, consultative, and strategic-thinking skills to provide guidance and resources in the achievement of strategic service excellence goals.
• Knowledge of organizational change, strategy and best practice assessment/research and adoption related to patient experience.
• Excellent communication and presentation skills - written and oral; communicating in an open, honest and objective manner.
• Interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders.
• Effectively manage time, operate as a self-starter by being proactive and assertive.
• Demonstrated knowledge and understanding in patient satisfaction data analysis, report preparation with the ability to deliver effective professional presentations to various groups in order to help motivate and inspire improvement.
• Requires knowledge of CAHPS, and other patient experience surveys in the public domain that impact public reporting and value-based reimbursement.
• Ability to travel to various facility locations across CHS and IDN.

PREFERRED QUALIFICATIONS

• Education: Master's degree in Business or Healthcare Administration (MBA/MHA).
• Work Experience: Three (3) years' progressive experience in consulting, coaching evidence-based practices, in patient experience in a healthcare setting.
• Certification: Certified Patient Experience Professional (CPXP).
• Skills/Knowledge/Abilities:

PHYSICAL REQUIREMENTS

• Majority of time involves sitting or standing; occasional walking, bending, and stooping.
• Long periods of computer time or at workstation.
• Light work that may include lifting or moving objects up to 20 pounds with or without assistance.
• May be exposed to inside environments with varied temperatures, air quality, lighting and/or low to moderate noise.
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks.
• Workspace may vary from open to confined.
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle.

Benefits

ABOUT HEALTH FIRST

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together,


we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our


associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.

Schedule : Full-Time

Shift Times : 800am_500pm

Paygrade : PG-PG-PG-PG-PG-PG-PG-PG-PG-43