Patient Experience Program Manager

Patient Experience Manager

This position is responsible for monitoring the hospital patient experience scores and implementing initiatives to improve the overall hospital patient experience. Responsible for driving and fostering a culture of patient and family centered care. This position serves as the primary liaison between and among staff and leadership at all levels and patients. Inspires, directs, and guides employees, physicians and volunteers to provide the best care in support of achieving the best experience for the patient.

Minimum Qualifications :

Education, Certification, and / or Licensure : 1. Bachelor's Degree.

Experience : 1. Three (3) years of experience in patient experience, performance improvement or project management.

Core Duties and Responsibilities : The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

1. Champions an organizational culture of patient and family centered care and leads efforts to achieve an exceptional patient experience.

2. Responsible for obtaining and analyzing, patient experience data and trends to improve patient experience, patient engagement and to build relationships and loyalty with our patients.

3. Reviews and analyzes patient experience feedback and works with department leaders and their staff to achieve improve performance and implement best practices.

4. Assists in identifying, developing, implementing and monitoring of quality activities related to core focus areas of patient experience, patient safety, high reliability, quality assurance, and clinical quality improvement on relevant campuses.

5. Develops performance improvement initiatives throughout the institution and supports strategic initiatives.

6. Works in collaboration with the interdisciplinary health care team to support resource utilization and quality improvement.

7. Participates in performance Improvement activities that measurably advance the provision of patient-centered and safe care and that create an exceptional patient (and family) experience.

8. Works collaboratively with all leaders to further enhance individual ownership of patient and family centered care culture.

9. Coaches and counsels to correct identified performance deficiencies, developing plans which establish goals, provides follow-up.

10. Serves as the primary liaison between and among staff and leadership at all levels and patients.

11. May provide leadership and facilitation for the Camden Angels. Acts as a liaison with contractor in onboarding new staff, completes scheduling of Angels staff, and monitors performance while working in clinical areas.

Physical Requirements : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping are necessary body movements utilized in performing duties through the work shift.

Working Environment : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Cognizant of environmental factors, infection control issues and maintains a safe environment.

Skills and Abilities :

1. Excellent written and verbal communication skills.

2. Ability to respond to emergency situations in a calm, professional manner.

3. Proficient in Microsoft Office and database management.

4. Interest and experience in team building, emotional intelligence, and ability to apply leadership skills to a variety of situations.