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Patient Experience Manager
2 months ago
We are seeking a highly skilled and experienced Patient Experience Manager to join our team at the Alaska Native Tribal Health Consortium. As a key member of our organization, you will be responsible for managing the day-to-day operations of our Patient Experience Office and patient relations programs.
Key Responsibilities- Manage Patient Experience staff and shuttle drivers through thoughtful leadership and employee engagement.
- Develop and implement strategies to improve employee satisfaction and engagement.
- Develop staff skills and performance training plans; counsel and coach staff; and manage corrective actions and performance evaluations.
- Define program goals, maintain appropriate staffing, ensure best practice knowledge and training, and manage budget, expenses, and applicable contracts.
- Evaluate the quality and effectiveness of customer service, analyzing internal and external data and information to identify opportunities for improving service.
- Implement best practices in customer satisfaction and concern management.
- Identify problems and issues related to service quality and patient safety; research solutions; propose course of action to resolve problems.
- Manage and coordinate patient relations activities with other departments in the hospital to assure prompt and remedial action to patient complaints and concerns.
- Manage complex patient issues and problems.
- Model superior active listening to ascertain core issues of dissatisfaction, communicating key areas requiring follow up to appropriate parties within the organization.
- Manage RLDatix feedback system and responsible for managing accurate documentation and timely management of patient issues.
- Ensure careful monitoring status of review and resolution of all stated concerns and ensures full compliance with all federal and state regulations related to the patient complaint and grievance process.
- Identify trends in concerns and notifies appropriate parties when patterns develop.
- Responsible for completing internal and external written and oral reports professionally and in a timely manner.
- Ensure adherence with regulatory requirements for providing interpreter services and manages interpreting program including contract management.
- Promote and encourage staff understanding and adherence to ANMC patients' rights and responsibilities.
- Participate in divisional planning and organizational committees as assigned.
- Build and maintain vital internal working relationships with inpatient and specialty clinic leadership; regional liaisons; ANTHC Compliance, Legal and Quality departments; as well as external relationships with Southcentral Foundation Quality Assurance Department and clinical administrators; Tribal Health Organization patient experience counterparts and ANMC-based advocates/navigators.
- Bachelor's degree in business administration, health administration, communications, or related field.
- Progressively responsible professional/exempt related work experience, education, or training may be substituted on a year-for-year basis for college education.
- Non-supervisory – Five (5) years of experience in a healthcare setting or relevant professional experience with proven understanding of patient experience and customer service best practices.
- Supervisory – Three (3) years of experience involving employee supervision.
- Preferred experience in the Alaska Tribal Health System. Familiarity with The Joint Commission, CMS, HIPAA regulations, hospital compliance, and patient rights and responsibilities.
- Preferred certification as a Certified Patient Experience Professional (CPXP) or equivalent.
The language of this job posting is English (en-US).
