Patient Experience Manager

Job Description

Description

A Brief Overview

This position will support adult and pediatric patient experience activities across the designated area.

What You Will Do

• Partners collaboratively with all levels of hospital leadership to plan, develop and act as a resource for programs and processes to ensure the highest patient & family engagement, and employee engagement in the patient experience. Oversees project goals and outcomes and effectively communicates with team, sponsors, and executive leadership.
• Works with senior leadership team and system patient experience team to develop annual plan to ensure short and long-term objectives are met to improve the patient experience initiatives to meet hospital goals.
• Monitors national trends and develops hospital priorities.
• Collects, tracks, and analyzes data to identify trends and opportunities for optimizing services outcomes.
• Effectively develops teaching and training materials for learners as needed.
• Acts as internal liaison to survey vendor and UH Quality Institute in regards to Patient Experience.
• Collaborate with patient advocacy staff to ensure regulatory compliance and employment of national best practices, and integration of complaint and grievance data into quality improvement initiatives.
• Acts as staff liaison for Patient and Family Advisory Council.
• Leads team of patient experience liaisons who provide additional support to bedside caregivers to help drive patient experience initiatives.

Additional Responsibilities

Qualifications

Education

Work Experience

Knowledge, Skills, & Abilities

Physical Demands

Travel Requirements