at NorthShore University Health System in Chicago, Illinois, United States
Job Description
JOB SUMMARY
The Patient Experience Manager is responsible for: leading, analyzing, reporting, and evaluating targeted patient experience improvement initiatives; participating in the development and implementation of projects related to system-wide patient/guest experience initiatives; collaborating with and instructing leadership, physicians, department directors/managers, and staff to implement strategies ensuring optimal patient experience outcomes; resolution of complaints to identify opportunities for improving patient/guest experience; participating in the development of programs and services that address specific aspects of the patient experience.
Patient Experience
Provide Patient Experience departmental & organization wide leadership for Patient Experience strategy development & day to day operations of department business functions
Fosters and embeds a culture of patient and family centered care and outstanding customer service. Cultivates a culture of compassion and an organizational commitment for exemplary experiences for all staff, patients and family members.
Collaborate with leadership, to identify and mitigate barriers as identified through patient complaints. Participate in the development of programs and services that address specific aspects of the patient experience.
Analyze patient satisfaction metrics and other quantitative and qualitative performance analytics to track and monitor performance trends, identify opportunities for improvement
Develop and implement recommended action plans to improve the patient experience, monitor progress on measures of success against goals, and communicate with stakeholders
Ensure DE&I and health equity strategies are manifested in ongoing Patient Experience initiatives, policies and procedures
Measures and monitors the outcomes of all initiatives and influences leadership agendas to prioritize and focus on patient experience outcomes. Promotes a culture of accountability with regard to achievement of targets and robust sustained implementation of agreed upon best practices and tactics. Support organizational committees to drive patient experience initiatives and ensure organizational alignment.
Maintains up-to-date knowledge of organizational & patient population climates to effectively coordinate executive rounds related to high priority patient and employee experience needs.
Acts as internal consultant related to improvement projects and training & development needs related to patient experience in arenas such as employee orientations & onboarding process.
Provides leadership and direction for the organization's Patient and Family Advisory Councils (PFACs). Supports growth of PFACs and increased diversity membership. Facilitates patient and family involvement in key initiatives across UCM.
Maintains industry expertise, acting as consultant for senior leaders on best practices related to patient experience
Patient Complaints & Grievances
Manages complaints and grievances to maintain HFAP, IDPH and CMS patient rights standards related to complaint and grievance process, to ensure standard of performance for quality experience and ensuring proper closure of events.
Collaborate with department leaders to communicate with patients/others to resolve complaints and grievances within timeframes and escalates issues when appropriate.
Promotes positive customer relations by attentive listening, empathetic responses in a courteous, friendly, and professional manner.
Participates in patient rounds for proactive response to potential complaints and offers service recovery as appropriate.
Deals discreetly with large amount of sensitive, confidential information concerning patient health issues, professional conduct and performance of departmental staff, ensuring compliance with all HIPAA regulations.QUALIFICATIONS/BASIC JOB REQUIREMENTS:
Bachelor's degree in nursing or relevant clinical area, healthcare/business administration or related field is required. Master's degree is preferred.
Five (5) years professional experience in a healthcare management or leadership role in customer service, process improvement, patient satisfaction, health administration, patient relations or related rote
Possess strong knowledge and understanding of the organization's mission, vision, values, and culture, with an emphasis on diversity, equity and inclusion
Advanced facilitation skills coupled with exceptional listening skills; strong oral and written communication skills; demonstrated competency in presentations, classroom and small group instruction
Project management experience and consulting skills and experience working collaboratively in a diverse work group
Proficient knowledge of computer applications i.e; Office, Word and Excel.
Experience working & communicating with... For full info follow application link.
EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.
