Patient Experience Manager
3 weeks ago
If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.
The Patient Experience department has an exciting opportunity for a full-time Patient Experience Manager to work on-site on the UHealth campus. The Patient Experience Manager evaluates, administers, and manages all business and administrative matters, including budget, operations, programs, and personnel administration for the Ambulatory satellites. This position also provides financial analysis and strategic planning and manages budgetary controls in partnership with various levels of management.
CORE FUCNTIONS
- Manages, implements, coordinates, plans, and evaluates the business operations for the department/division, which may include performance, and managerial reporting, decision, and process improvement. Drives and fosters a culture of patient and family centered care by enhancing the patient experience across the organization.
- Develops innovative strategies that strengthen the culture and improve patient satisfaction scores within the department.
- Leads, mentors, and guides, a team of professionals focused on supporting projects, initiatives, and improvement efforts to ensure the organization meets patient experience goals.
- Partners with executive and operational leadership teams to ensure organizational strategies are aligned and help implement initiatives across service lines to enrich the patient and family experience throughout the continuum of care.
- Monitors contractual obligations and ensures consistency with the departmental budget, goals, and programmatic initiatives.
- Evaluates existing internal controls and approval processes and make recommendations on how to improve operational efficiency.
- Implements department human resources actions, including hiring, terminations, salary, etc.
- Recruits, trains, and prepares performance reports for staff.
- Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.
- Ensures employees are trained on controls within the function and on University policy and procedures.
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
- Bachelor's degree in relevant field
- Minimum 5 years of relevant 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.
DEPARTMENT ADDENDUM
- Work Schedule: Three 12-hour shifts, including weekends.
- Act as a backup to the Director of Concierge Services.
- Serve as the representative of UHealth Tower leadership, actively assisting HPP patients and adeptly managing any concerns or grievances they may present.
- Build and maintain relationships with HPP Patients
- Coordinate special requests and ensure all HPP patient needs are met.
- Develop and implement HPP programs and initiatives.
- Collaborate with other departments to ensure seamless HPP experiences.
- Conduct hospital in-patient visitations to ensure a positive patient experience. Address any service issues with the pertinent internal staff members and/or departments.
- Monitor the monthly patient experience survey, conduct data analysis, identify trends, conduct service recovery, and assist with communications.
- Oversee the weekend operations for UHealth Tower Patient Experience, including Customer Services Representative and Specialists.
- Demonstrates leadership skills and is a role model and team player for staff and professionals. Acts as a resource for any departmental staff or managers regarding information about complaints, grievances, interpreters, and concierge services.
- Coordinates and conducts thorough, objective investigations and prepares appropriate written and/or verbal responses to patients and/or families according to federal regulations and hospital policy.
- When appropriate, meet with patients and families, participate in family meetings, and address concerns in real time.
- Collects accurate documentation of confidential and all other pertinent information within the feedback module database used by the department.
- Collaborate with UHealth Tower leaders and service lines to contribute toward team goals and strategies; identify process and system improvement opportunities.
Any appropriate combination of relevant education, experience and/or certifications may be considered.
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.
Job Status:
Full timeEmployee Type:
StaffPay Grade:
H11-
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