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Patient Experience Manager

4 months ago

Woodbridge, United States Sentara Health Full time

Sentara Northern VA Medical Center is seeking a

Patient Experience Manager. *Full Time Day Shift Located in Woodbridge, VA* Lead the organization's understanding of the voice of the patient through analytics, interpretation, presentation, and actionable information. Interfaces measurement partner data (e.g. Press Ganey) from surveys, complaints and grievances, rounding observations, and other inputs to build the most holistic understanding of patient perceptions. Trains and develops leaders and team members in experience process and behavioral best practices. Leads Patient Advisory Council(s). Creates and deploys Hospital Action Plan in collaboration with hospital leaders (clinical and non-clinical). Serves as Project Manager for Hospital Action Plan (metrics updates, goal reporting, action plan timeline updates, etc.). Project Manager Experience/Skillset preferred. Experience Intelligence Support Experience data analytics, data visualization (e.g. Goal Reports and data storytelling), Comment Analysis, and building reports that are "pushed" for used for decision-making and action by leaders. High-functioning skills in ethnography (people-watching, process watch). Best Practice support and coaching Research and prioritization of practices. Training and development (classroom, micro learning, simulations). Accountability systems (audits, feedback models, tracking). Required or Preferred KSAs: Data Visualization (e.g.,Excel, Tableau) Training and Development / Teaching skills Press Ganey (or similar measurement partner) portal expertise Fluency in classic solutions for patient experience (e.g., Nursing Bundle, AIDET, etc.) and non-clinical personnel focused solutions Micro-learning application competence Process Improvement/Project Management experience preferred Patient Experience certification preferred Social Anthropology fundamentals (ethnography, journey flow mapping) To encompass but not limit: Patient Experience Patient Relations Spiritual Care Language Services Volunteers

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