Manager, Patient Experience

Be inspired. Be rewarded. Belong. At Emory Healthcare.

At Emory Healthcare we fuel your professional journey with better benefits valuable resources ongoing mentorship and leadership programs for all types of jobs and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1

• Student Loan Repayment Assistance & Reimbursement Programs

• Family-focused benefits

• Wellness incentives

• Ongoing mentorship development and leadership programs

• And more

JOB DESCRIPTION:

• Provides an in-depth proactive consultation/direction to managers staff and physicians for patient experience service improvement and customer service training.
• Manages patient administrative liaisons focused on improving patient flow into and out of emergency department and inpatient care areas enhancing patient experience and boosting employee and provider satisfaction.
• Plans develops coordinates and monitors effectiveness of Pledge Training of existing and new staff.
• Facilitates conflict resolution ensuring FAIR & JUST CULTURE and consistent handling of patient concerns; coordinates improvement initiatives resulting in enhanced organization/systems image.
• Provides coaching on service recovery patient experience best practices employee communications reward and recognition service data retrieval and analysis.
• Plans develops and coordinates hospital-wide patient experience meetings to analyze patient satisfaction trends provide creative solutions to exceed expectations and serve as resource for sustainable improvement.
• Develops strategic short and long term goals and objectives for overall patient experience program.
• Analyzes program strengths weaknesses opportunities and constraints and develops appropriate action plans.
• Establishes standards for all services related to improving patient experience.
• Resolves human resource-related issues determines staffing needs interviews and hires staff.
• Provides on-going performance feedback addresses problems oversees orientation and training of staff verifies competency and identifies and suggests ways to develop skills.
• Participates on committees or ad hoc task forces as requested.
• Utilizes integrates and interprets HCAHPS and all patient satisfaction data to assist organization in its improvement efforts and promote optimal patient outcomes.
• Data analysis and research to identify trends and opportunities to facilitate optimal patient experience strategy including employee/physician engagement surveys.
• Analyze and identify customer service results-oriented improvement needs of individual departments.
• Coordinates organizational leadership rounding and assists with reviewing completed reports.
• Establishes and maintains working relationships with all levels of organization.
• Works collaboratively with leadership to develop strategic patient experience initiatives.
• Develops and implements educational programs for staff physicians and department leaders.
• Provides immediate feedback shadowing auditing and coaching to the care team to assist in delivering high touch patient-family centered care.
• Identifies needs for organizational wide learning communication complaint prevention/resolution mystery shopper benchmarking patient experience best practices and patient satisfaction data reports.
• Works with manager to formulate a plan for professional development.
• Attends educational in-services as appropriate.
• Participates in professional activities and organizations to maintain knowledge of current trends practices and developments.
• Performs other duties as assigned.
  
  

MINIMUM QUALIFICATIONS:

• Bachelors degree in Health Services Administration or related field required.
• Five years of relevant health care experience required.
• Customer service experience preferred.
  
  

PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs 34-66% of the workday (frequently); 01-10 lbs 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking Occasional sitting Close eye work (computers typing reading writing) Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock Floor Surfaces Hot/Cold Temperatures Indoor/Outdoor conditions Latex Lighting Patient care/handling injuries Radiation Shift work Travel may be required. Use of personal protective equipment including respirators environmental conditions may vary depending on assigned work area and work tasks.

Emory is an equal opportunity employer and qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcares Human Resources at . Please note that one weeks advance notice is preferred.