SHS MANAGER PATIENT RELATIONS & EXPERIENCE

GENERAL SUMMARY/BASIC PURPOSE OF JOB:

The Manager Patient Relation & Patient Experience will own the implementation of a patient experience strategy that supports the organization's mission, values, and goals. This role will oversee initiatives and projects to nurture and support a patient centric culture across clinical, support, and administrative functions. The duties of this role are but not limited to collecting, measuring, and analyzing patient'sfamily, and staff sentiment data and feedback to identify areas for improvement along with coordinating role-based training to enhance each patient interaction.

REPORTING RELATIONSHIPS:

• Reports to: Director Quality, Regulatory & Patient Safety
• Provides Supervision to: Specialist, however headcount is subject to change

ESSENTIAL FUNCTIONS AND DUTIES

• Provides service recovery to compliments, root causing complaints, and notifies the proper leadership.
• Participates in departmental and enterprise-wide performance improvement initiatives to enhance the overall patient/guest experience.
• Conducts routine waiting room rounding patients, family members, guests and caregivers to assess their experience.
• Collaborates with Interpreter Services to assist with patient experience rounding and identifies innovate ways for promoting a diverse and cultural experience for patients/guest that speak another language.
• Proactively identifies trends in patient concerns/issues and participates in improvement initiatives to enhance patient experiences.
• Prepares reports, presentations, and summaries for senior leadership as required.
• Participates in support role during any on-site survey activity.
• Chairs and leads the Policy Committee.
• Conducts investigation of complaints or problems and takes necessary corrective action.
• Ensures compliance with regulatory and accreditation.
• Performs other duties as assigned.

WORKPLACE CONDITIONS

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; and talk or hear.
• The employee frequently is required to walk and stoop, kneel, crouch.
• The employee is occasionally required to stand.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT:

• General office environment and the noise level in the work environment is usually moderate.

BLOOD-BORNE PATHOGEN EXPOSURE CATEGORY

• Category 1 Job usually involves contact with patients or patient's specimens. Exposure to blood, body fluids, non-intact skin or tissue specimens, is possible
• Category 2 Job may expose incumbent occasionally or in emergency situations to blood, body fluids, non-intact skin or tissue specimens
• Category 3X Job does not involve exposure to blood, body fluids, non-intact skin or tissue specimens. Incumbent does not perform or help in emergency medical care or first aid as a part of his/her job.

MINIMUM EDUCATION:

• Bachelor's Degree in Healthcare Related Field required; Master's Degree preferred

MINIMUM WORK EXPERIENCE:

• Minimum three years of patient relations/patient experience within a healthcare setting

KNOWLEDGE & SKILLS:

• Proficient computer skills with extensive experience using various software application such as MS Excel, Word, Access, PowerPoint; Crystal; reporting software; High-level skill in the use of complex data in business/value development and the ability to analyze data and draw meaningful
• Excellent oral, written, "platform" and interpersonal communication skills. Ability to work independently
• In-depth knowledge of patient experience strategies and principles
• Proficiency in data collection and analysis
• Strong project management skills