Sr. Manager, Patient Experience

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The Division of Ambulatory Services is currently seeking a full time Sr. Manager, UHealth Patient Experience to work at Doral Medical Center. The Sr. Manager supports the development and execution of strategic and tactical plans to provide a consistent and exceptional experience for patients, families, guests, and staff. The incumbent works to proactively advance the employee and patient experience, using best practices and innovative approaches from healthcare and industry. This role maximizes data analytics and patient engagement tools, creates proactive strategies and programs to strengthen employee/team dynamics and proactively manages the patient experience. Collaborates with internal/external stakeholders to ensure alignment with organizational strategies.

Core Job Functions:

Collaborates with clinical, administrative, and operational leadership to recommend and implement initiatives that continually promote improvements that impact patient/employee experience. Simplifies the understanding of the patient experience data and garners support and implementation of best practices. Gathers feedback through interaction with patients and employees and utilizes information gathered to spearhead improvements. Works closely with internal and external parties to manage and facilitate high visibility processes and projects, which enhance patient satisfaction and focus on the patient's overall experience and navigation. Monitors facility-wide practices that enhance patient experiences and reports patient satisfaction data. Creates an environment of continuous performance improvement to optimize patient engagement in all settings. Leads patient experience training for new hires during orientation and coordinates relevant trainings for staff. Manage employee recognition while helping foster a continuous culture of recognition. Timely service recovery efforts (both in person and when necessary, via phone/e-mail for post-departure events) addressing of complaint and grievances, including integration of data into quality improvement initiatives Proactively addresses patient experience opportunities, including development and implementation of initiatives that emphasize outstanding service and compassion, ensuring the consistent delivery of patient centered care and a positive experience of pilot initiatives. Represents the voice of the patient and collaborates with senior leaders, medical staff, and front-line staff to ensure that the patient experience is at the highest degree of service. Develops and implements initiatives centered on best practice standards, patient rating, feedback reporting, customer service and communication skills training, and policies and procedures. Understands the needs of our patients and families through multiple sources. Serves as facility contact and subject matter expert for patient experience data and improvement. Utilizes all patient engagement tools for providing analytical support that aid in key business decisions. Collaborates with departmental clients to present data analysis in an orderly meaningful, simple way. Collaborates with other Departments, Human Resources, Organizational Development, Risk, and Quality & Safety.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, as necessary.

Core Qualifications:

Education:

Bachelor's degree in relevant field.

Master's Degree in Business Administration, Health Services Administration or related field preferred.

Experience:

Minimum 5 years of relevant experience preferred with leadership experience.

Knowledge, Skills, and Attitudes:

• Ability to communicate effectively in both oral and written form.

• Ability to maintain effective interpersonal relationships.

• Ability to manage a budget and work within the constraints of that budget.

• Ability to direct, manage, implement, and evaluate department operations.

• Ability to effectively plan, delegate and/or supervise the work of others.

• Proficiency in computer software (i.e., Microsoft Office).

Department Addendum

Department Specific Functions:

Responsible for all business and administrative functions for ambulatory practices located at the UHealth at Doral Medical Center. Onsite 5 days a week at UHealth at Doral Medical Center. Supports leadership at UHealth at Doral Medical Center, attends meetings and addresses any operational issues. Manages multiple complex projects as directed by the leadership. Supports the likelihood to recommend metric and works collaboratively to implement best-practices. Works closely with internal and external parties to manage and facilitate high visibility processes and projects. Oversight of all projects, tools or programs involving Patient Experience improvement projects at UHealth at Doral Medical Center. Ensures compliance with all regulatory and accrediting agencies requirements. Collaborating with other department leaders to define, prioritize, and develop projects. Process improvement with a focus on streamlining our processes. Create PowerPoints, dashboards, reports as directed. Create and organize high-level meetings including agenda, minutes, and handouts. Supports staff growth, mentorship, reward, and recognition.

Department Specific Qualifications:

Education:

• Master's Degree in Business Administration, Health Services Administration or related field preferred.

Certification and Licensing:

• Lean/Six Sigma Training skills preferred

Knowledge, Skills, and Attitudes:

• Excellent interpersonal skills with aptitude for physician relations.

• Excellent analytical skills.

• Ability to problem solve and provide conflict resolution.

• Good written and oral communication skills with ability to tailor communication to multiple levels within the organization.

• Business Acumen.

• Understanding of the overall healthcare delivery model and program offerings both internally and within the marketplace.

• Knowledge of hospital operations

• Completes assignments requiring the collection, and organization of data; may provide analysis

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.