Patient Experience Manager
3 months ago
Patient Experience Manager
Broadmoor Campus
Position Summary / Career Interest:
The Ambulatory Patient Experience Manager is vital role for the ambulatory division focused on identifying new opportunities to enhance patient experience recognition program, analyzing patient experience data across many ambulatory survey tools and identification of new solutions which could be crucial for ongoing development of a well-defined ambulatory patient experience program at The University of Kansas Health System. By leveraging the Patient and Family Advisory Committees to understand and consistently improve our ambulatory patients' journey, the manager is responsible to facilitating topics of interest for larger ambulatory programs) to work closely to support many leaders across the enterprise. This manager is responsible for oversight and management of Patient Experience Coordinator(s) within the Ambulatory Quality department.
Responsibilities and Essential Job Functions
- The Patient Experience Manager is accountable for managing the patient experience coordinators, provides coaching/mentorship to patient experience liaisons and supports other roles as identified.
- The Patient Experience Manager is responsible for providing support to the ambulatory departments by delivering patient experience performance tools, best practices and monitor results which support continuous quality improvement work efforts within the ambulatory departments.
- The Patient Experience Manager understands the various patient experience initiatives and programs in which the ambulatory departments participate and guides team members to work to achieve set goals with those programs.
- Chairs Patient Experience Liaison committee and assist with the liaison role support/development across ambulatory division of the health system.
- Research, recognize and support implementation of best practices and processes to monitoring service recovery follow-up across ambulatory division.
- Develop educational opportunities for internal department patient experience improvement and explore new survey tools/methodologies to enhance customer feedback and experience.
- Enhance capabilities for trending data on a regular basis and/or based on specific question at hand.
- Explore ways to leverage other data elements outside of the survey responses to identify opportunities for enhancing patient experience.
- Monitor national and local survey trends by engaging with professional patient experience resources to understand how top performing organizations achieve and maintain success or percentile rank goals.
- Develop plan for communication/marketing of patient experience information, education, and employee recognition.
- Create performance improvement tools to audit clinic performance related to workflows, customer service, and patient safety.
- Provide support by mentoring Patient Experience Coordinator to facilitate clinic specific PFAC meetings.
- Determine and provide support for creation of ambulatory PFAC events across ambulatory locations as need is identified.
- Collaborate with health system patient experience/patient relations in identifying service recovery follow-up and identify opportunities to help reduce future events as identified
- Participate as a consultant in ambulatory projects focused on patient experience. patient-experience focused quality improvement projects related clinic workflows and customer service
- Explore, recommend and manage ongoing development of patient experience recognition programs for the ambulatory division.
- Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
- These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.
- Bachelors Degree Nursing, Healthcare Administration or other
- High School Graduate
- Master's Degree
- 3 or more years supervisory experience
- Previous experience in healthcare
- Demonstrated success in leading teams, facilitating team action plans toward goals, managing deadlines and key milestone dates, creating tactical plans to accomplish multiple aligned and coordinated tasks that achieve project management objectives and deadlines.
- Ability to coach and mentor leaders, clinicians and/or non- clinical staff for patient experience process improvement.
- Experience in coaching, group facilitation, program management in a health care related environment.
- Comfort using and learning new technology
- Critical thinker with proven analytical skills and evaluation of operational processes to identify the challenges and solutions to improve ambulatory patient experience.
- Ability to adapt quickly to changing needs/timelines without loss of momentum
- Strong customer service focus
- Builds rapport quickly and effectively cross-functionally
- Ability to take initiative and work independently with minimal supervision in a semi-structured environment
Time Type:
Full time
Job Requisition ID:
R-35578
We are an equal employment opportunity employer without regard to a person's race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.
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