Manager of Patient Experience

1 week ago

Cleveland, Ohio, United States Cleveland Clinic Full time


Oversees the administration, management, execution, promotion, and integration of patient experience initiatives within the Cleveland Clinic health system's local entities. This role involves coordinating and managing activities, events, and programs tailored to the patient experience objectives of health system entities, addressing gaps and opportunities, sharing best practices, and contributing to system-wide patient experience goals.

Works under the guidance of the Office of Patient Experience or Regional Hospital.

Key Responsibilities:
Collaborates with entity leadership, including physicians, nursing staff, and administration, to spearhead patient experience (PE) initiatives.

Continuously assesses and evaluates the efficiency and effectiveness of entity PE activities; identifies areas for enhancement and formulates action plans; contributes to the design, development, implementation, and sustainability of healthcare system PE initiatives.

Partners with the data intelligence team to ensure accurate, timely, and meaningful reporting of patient experience data, serving as or collaborating with the entity PE data champion.

Leads the entity-level PE framework through committees and collaborates with entity leadership to prioritize PE initiatives.
Educates caregivers at all levels about PE, acting as a subject matter expert.

Serves as a liaison for patient experience activities across the Cleveland Clinic health system, ensuring timely communication of initiatives between local entities and the Office of Patient Experience while maintaining alignment with health system goals.

Other duties as assigned.

Facilitates diverse and/or complex patient experience training programs for caregivers and management, emphasizing training trainers. Leads the development and provides insights for the delivery and implementation of patient experience education and training across the organization. Curriculum Development/Driving Improvement - meeting H.E.A.R.T.


Educational Requirements:
Bachelor's Degree in Business Administration, Healthcare Administration, Nursing, or a related field is required; a Master's Degree is preferred.
Strong written and verbal communication skills, along with excellent organizational and time management abilities, are essential.

Certifications:

Complexity of Work:
This role requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision. The ability to thrive in a high-pressure environment is essential.

Work Experience:

A minimum of 6 years of related and progressively responsible experience in a healthcare setting, or 4 years of healthcare experience combined with additional experience in customer service or project management. Strong communication and customer service skills are necessary, along with demonstrated knowledge of group facilitation, team building, teaching skills, project management, and analysis.

Must be capable of working independently, exercising good judgment and discretion in decision-making, and possess excellent problem-solving skills.


Physical Requirements:
Typical physical demands include a high degree of dexterity for producing materials on a PC or word processor; normal or corrected vision, extensive sitting, frequent walking, and occasional lifting or carrying of 5 to 15 pounds.

Personal Protective Equipment:
Adheres to standard precautions using personal protective equipment as required.

Compensation Range:
Minimum hourly: $33.46
Maximum hourly: $51.03. The displayed pay range reflects the anticipated range for new hires. Actual compensation will be determined based on factors such as work history, experience, skill set, and education. This does not include the value of Cleveland Clinic's benefits package, which encompasses healthcare, dental, vision, and retirement benefits.

  • Safety Quality Patient Experience Manager

    6 days ago

    Cleveland, Ohio, United States Cleveland Clinic Full time

    About the RoleCleveland Clinic is seeking a highly skilled Safety Quality Patient Experience Manager to join our team. As a key member of our organization, you will be responsible for directing safety, quality, and experience work within assigned scope of responsibility.Key ResponsibilitiesCoordinates and implements improvement initiatives to enhance patient...

  • Director of Patient Experience

    1 week ago

    Cleveland, Ohio, United States Cleveland Clinic Full time

    Oversees the administration, supervision, execution, promotion, and integration of patient experience initiatives within the Cleveland Clinic health system; coordinates and manages activities, events, and programs tailored to the patient experience objectives of the health system; identifies and addresses gaps and opportunities; shares best practices; and...

  • Patient Experience Coordinator

    4 days ago

    Cleveland, Ohio, United States Aspen Dental Full time

    About Aspen DentalAspen Dental is a world-class dental service organization that puts patients first. We offer a unique opportunity to work with a dynamic team and make a positive impact on people's lives.Job SummaryWe are seeking a highly skilled and compassionate Patient Experience Coordinator to join our team. As a Patient Experience Coordinator, you will...

  • Patient Care Improvement Manager

    1 week ago

    Cleveland, Ohio, United States Cleveland Clinic Full time

    Oversees the administration, management, execution, promotion, and integration of patient engagement initiatives within the Cleveland Clinic health system's local entities. This role coordinates and manages activities, events, and programs aimed at achieving the patient experience objectives of the health system; addresses gaps and opportunities; identifies...

  • Patient Accounts Specialist

    2 weeks ago

    Cleveland, Ohio, United States Hospice of the Western Reserve Full time

    Position OverviewContribute to Meaningful CareAt Hospice of The Western Reserve, we honor the intrinsic value of every individual. Our mission is to alleviate suffering, enhance comfort, and support quality of life while providing compassionate end-of-life care.OUR VALUESWe recognize that our achievements are rooted in our most valuable resource: OUR TEAM...

  • Client Experience Manager

    1 month ago

    Cleveland, Ohio, United States MCPc Full time

    Company DescriptionMCPC is a global endpoint management company focused on improving performance, security and sustainability for our clients. MCPC has a purpose, a strategy, and a set of values that animate everything we do. We provide a wide range of services to our clients including Managed Security, Technology Logistics, IT Talent Solutions and IT Asset...

  • Patient Accounts Specialist

    2 weeks ago

    Cleveland, Ohio, United States Hospice of the Western Reserve Full time

    Position OverviewContribute to Our MissionAt Hospice of The Western Reserve, we honor the unique value of every individual. Our commitment is to alleviate suffering, enhance comfort, and support quality of life while providing compassionate end-of-life care.OUR VALUESOur achievements are rooted in our most valuable asset: OUR TEAM MEMBERSWe embody our core...

  • Patient Accounts Specialist

    1 week ago

    Cleveland, Ohio, United States Hospice of the Western Reserve Full time

    Position OverviewContribute to Meaningful CareAt Hospice of The Western Reserve, we honor the unique value of every individual. Our mission is to alleviate suffering, enhance comfort, and promote quality of life while supporting effective grieving processes.OUR COMMITMENTWe recognize that our achievements are rooted in our most valuable resource: OUR TEAM...

  • Director of Patient Engagement

    1 week ago

    Cleveland, Ohio, United States Cleveland Clinic Full time

    Oversees the administration, management, execution, promotion, and integration of patient engagement initiatives within the Cleveland Clinic health system's local entities. This role coordinates and manages activities, events, and programs tailored to the patient experience objectives of health system entities; addresses gaps and opportunities; identifies...

  • Patient Access Representative

    2 days ago

    Cleveland, Ohio, United States Cleveland Clinic Full time

    About the RoleCleveland Clinic is seeking a highly skilled and customer-focused Patient Access Representative to join our team. As a Patient Access Representative, you will play a critical role in ensuring that our patients receive exceptional service and care from the moment they arrive at our facility.Key ResponsibilitiesProvide Exceptional Customer...

  • Healthcare Patient Liaison

    2 weeks ago

    Cleveland, Ohio, United States SPR Therapeutics Inc Full time

    SUMMARYThe primary role of the Patient Care Support Specialist is to deliver assistance to patients before and during their treatment with SPRINT, in partnership with the Sales Team as directed by the Director of Sales Training and Patient Support. This position is crucial in fostering exemplary customer service and patient assistance.PRIMARY...

  • Patient Care Technician

    3 weeks ago

    Cleveland, Ohio, United States Tennova Healthcare-Cleveland Full time

    POSITION PURPOSEThe Patient Care Technicians (PCT), under supervision of the Nurse Manager and the nursing supervisor is responsible for the nursing care of the patients in the emergency department and is responsible for the direction of patient care. The PCT delivers care based on patient needs appropriate for the infant, pediatric, adolescent, adults, and...

  • Patient Care Advocate

    2 weeks ago

    Cleveland, Ohio, United States Care Alliance Health Center Full time

    Care Alliance Health Centers is seeking a dedicated Patient Care Coordinator to join our team and make a real difference in the lives of our patients. As a Patient Care Coordinator, you will play a vital role in ensuring our patients receive comprehensive and coordinated care. You will work closely with patients to understand their needs, develop...

  • Patient Care Coordinator

    2 weeks ago

    Cleveland, Ohio, United States Cleveland Clinic Full time

    Join Our Team at Cleveland ClinicAt Cleveland Clinic, we are dedicated to advancing healthcare and enhancing the patient experience. We believe that every team member plays a crucial role in delivering exceptional care. Position OverviewAs a Patient Service Specialist, you will be integral in providing outstanding service to our patients and visitors...

  • Traveling RN

    6 days ago

    Cleveland, Ohio, United States eTeam Inc Full time

    Job DetailseTeam Inc is seeking a skilled travel nurse to join their team in a Progressive Care Unit (PCU) setting.Job RequirementsSpecialty: PCU - Progressive Care UnitDiscipline: Registered Nurse (RN)Experience: Minimum 18 months recent Cardiac Stepdown experienceShift: 12 hoursEmployment Type: TravelKey Responsibilities:Provide high-quality patient care...

  • Patient Care Coordinator

    2 weeks ago

    Cleveland, Ohio, United States Cleveland Clinic Full time

    Join the Cleveland Clinic FamilyBecome a vital part of the Cleveland Clinic team, where you will collaborate with dedicated professionals to deliver patient-centered healthcare. Cleveland Clinic is recognized as one of the leading healthcare institutions in the nation.As a Patient Service Specialist at Cleveland Clinic's Lyndhurst Family Physicians, you will...

  • Patient Service Representative

    1 day ago

    Cleveland, Ohio, United States Cleveland Clinic Full time

    About the RoleCleveland Clinic is seeking a highly skilled Patient Service Specialist to join our team. As a Patient Service Specialist, you will play a critical role in delivering exceptional patient experiences and ensuring seamless operations in our ambulatory settings.Key ResponsibilitiesProvide proactive and patient-centered support to patients and...

  • Patient Assessment Coordinator

    3 days ago

    Cleveland, Ohio, United States CommuniCare Family of Companies Full time

    Job SummaryCommuniCare Family of Companies is seeking a highly skilled Patient Assessment Coordinator to join our team. As a key member of our admissions team, you will be responsible for identifying patients for potential admission into our skilled nursing and rehabilitation centers.Key ResponsibilitiesPerform comprehensive clinical assessments to determine...

  • Patient Care Coordinator

    6 days ago

    Cleveland, Ohio, United States Hamilton Health Care System Full time

    Job Summary:The ER Nurse, under the supervision of the Nurse Manager and the nursing supervisor, is responsible for the nursing care of the patients in the emergency department and is responsible for the direction of patient care. The RN delivers care based on patient needs appropriate for the infant, pediatric, adolescent, adult, and geriatric patients.Key...

  • Patient Services Associate

    2 weeks ago

    Cleveland, Ohio, United States Cleveland Clinic Full time

    Join Cleveland Clinic's Lutheran Hospital, where innovation in research and surgical practices is at the forefront, cutting-edge technology is utilized, and patient care is held to the highest standards. Located in a vibrant area, you will appreciate the diverse options for shopping and dining, as well as the convenience of nearby sporting events and the...