Patient Experience Manager

1 week ago


Woodbridge, Virginia, United States Sentara Full time
Job Summary

As a Patient Experience Manager at Sentara Northern VA Medical Center, you will lead the organization's understanding of the voice of the patient through analytics, interpretation, presentation, and actionable information. You will interface measurement partner data from surveys, complaints, and grievances, rounding observations, and other inputs to build the most holistic understanding of patient perceptions.

Key Responsibilities
  • Train and develop leaders and team members in experience process and behavioral best practices.
  • Lead Patient Advisory Council(s) and create and deploy Hospital Action Plan in collaboration with hospital leaders.
  • Serve as Project Manager for Hospital Action Plan, managing metrics updates, goal reporting, action plan timeline updates, and other related tasks.
  • Develop and implement data analytics, data visualization, comment analysis, and report-building skills to support decision-making and action by leaders.
  • Conduct ethnography and process watch to identify best practices and areas for improvement.
  • Research and prioritize practices, and develop training and development programs to support team members.
  • Manage accountability systems, including audits, feedback models, and tracking.
Requirements
  • Bachelor's degree in business or related field.
  • Previous management experience preferred.
  • Experience designing, facilitating, and developing materials for training.
  • Travel to other sites.
Benefits

Sentara offers an attractive array of full-time benefits, including medical, dental, vision, paid time off, sick leave, tuition reimbursement, a 401(k)/403(b) with matching funds, 401(a), performance plus bonus, career advancement opportunities, work perks, and more.

Our success is supported by a family-friendly culture that encourages community involvement and creates unlimited opportunities for development and growth.

Be a part of an excellent healthcare organization that cares about our people, quality, patient safety, service, and integrity. Join a team that has a mission to improve health every day and a vision to be the healthcare choice of the communities we serve.



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