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Patient Engagement Manager
3 months ago
PRIMARY DUTIES
1. Monitoring Patient Feedback: Leveraging various software platforms, collect, analyze, and interpret patient feedback through surveys, outcomes measures, and other tools to identify areas for improvement. Consults with an provides metrics to marketing team for public dissemination.
2. Maintains dashboards to report patient feedback and provide benchmarking reports and facilities transition to reporting in the business intelligence platform when ready.
3. Acts as the IS administrator for the patient engagement software platform.
4. Collaborate with cross-functional teams to develop and implement patient-centric strategies that align with the organization's mission and values.
a. Highlights positive patient experience in operations communication forums or care center meetings.
b. Manages negative patient comments/survey responses and works with care center leaders to address.
c. Provides support as needed to Director of Compliance for investigation of patient complaints
5. Implementing Quality Improvement Initiatives: As requested by practice or physician leaders, work closely with healthcare providers and staff to implement quality improvement initiatives aimed at enhancing patient satisfaction and outcomes.
6. Training and Education: Collaborate with Human Resources to develop and deliver training programs for staff members to enhance their communication and interpersonal skills when interacting with patients.
7. Promoting a Culture of Patient-Centered Care: Foster a culture within the organization that prioritizes patient-centered care and empathy towards patients and their families.
8. Collaborating with Leadership: Collaborate with executive leadership to develop and implement strategic initiatives that enhance the overall patient experience and drive organizational success.
9. Patient Complaints: As requested by the CAO, COO or Compliance Director assist in investigation of patient complaints and concerns.
10. This role will provide cross- functional support to the clinical quality and outcomes analyst.
MINIMUM QUALIFICATIONS
Education:
Bachelor's degree in Healthcare Administration, Business Management, or related field (Master's degree preferred)
Experience:
Minimum 5 years' experience working in healthcare or other industry with a focus on patient experience.
Demonstrated skills in data analytics and visualization
Familiar with surgical specialties and procedures and experience working with EMRs, healthcare data, registries preferred.
Must have strong interpersonal skills, project management, and presentation skills.
Strong Microsoft Excel, Power Point, Outlook and Word skills; Visual Analytics skills in Tableau or Qlik preferred.
COMPETENCIES
Motivating/Leading
· Skilled leader with a collaborative style who influences change and builds consensus for ideas and recommendations that move teams forward.
· Compassion for colleagues and subordinates and able to sustain collegiality and team orientation in a high performance culture.
· Excellent judgment, understands what s/he does not know and what questions to ask to reach well informed decisions that minimize risk.
· Maintains focus on Mission and core values
Communications
· Listens with sensitivity and openness
· Actively seeks constructive feedback and remains open and receptive to it
· Anticipates the information needs of others
· Capable communicator who is able to articulate ideas, thoughts and questions clearly and appropriately.
Customer Service
· Takes personal responsibility for customer satisfaction and service excellence, anticipating the needs of our customers and keeping abreast of current trends that impact our service to them.
· Consistently goes out of the way to listen, understand, and support the needs of others in a sensitive manner
Quality
· Performs challenging tasks efficiently and effectively
· Anticipates problems and takes corrective action prior to completing the task
· Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance
Planning
· Demonstrated planning and project management skills
· Proven ability to anticipate and respond proactively in a dynamic environment
· Proven ability to establish and articulate strategic priorities and objectives
Problem Solving
· Passionate and proactive about solving problems, adding value and delivering superior results.
Collaboration
· Demonstrated management skills and ability to work effectively to build relationships with colleagues, customers, and executive management through positive interaction
Flexibility and response to change/Dealing with ambiguity
· Proven ability to organize multiple projects, schedules, demands and to meet shifting priorities.
· Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment.
KEY RELATIONSHIPS
· Executive Team, ASC Directors, Practice Managers, Surgeons, and Central Office team members
This position description is intended to describe the essential functions, general content, and qualifications of this position. It is not an exhaustive statement of all duties and responsibilities performed in this position. Other duties may be assigned as needed
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