Patient Experience Manager

at NorthShore University Health System in Evanston, Illinois, United States

Job Description

Position: Patient Experience Manager
Location: Evanston Hospital
Full Time
Hours: Monday-Friday, 8:00 am - 4:30 pm
Required Travel:

What you will need:
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 staff at all levels of the organization

Position Overview:
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
(When essential) 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.
Benefits:
Career Pathways to Promote Professional Growth and Development
Various Medical, Dental, and Vision options,
Tuition Reimbursement
Free Parking at designated locations
Wellness Program Savings Plan
Health Savings Account Options
Retirement Options with Company Match
Paid Time Off and Holiday Pay
Community Involvement Opportunities
Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals - Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) - all recognized as Magnet hospitals for nursing excellence. For more information, visit www.endeavorhealth.org.

When you work for Endeavor Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.

Please explore our website (www.endeavorhealth.org) to better understand how Endeavor Health delivers on its mission to "help everyone in our communities be their best".

Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.

EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.