System Patient Manager

Working as the System Patient Experience Manager, you are responsible for managing, coordinating, and directing all patient experience activities in collaboration with unit leadership in order to improve patient satisfaction scores including management of other Patient Experience Managers.

• Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for respective unit.
• Maintains and supports client satisfaction at a level that ensures account retention.
• Administers required client/customer surveys and responds in a timely and effective manner.
• Monitors and ensures compliance, progression, and follow-up of any patient satisfaction initiatives.
• Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs.
• Participates and adds value to hospital committees as necessary (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc.).
• Ensures compliance with all regulatory agencies (CMS, JCAHO).
• Increases regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success.
• Maintains an awareness of the patient satisfaction updates and industry conditions including internal and external to the accounts and districts.
• Works closely with on-site management team to reach operational goals.
• Participates on monthly conference calls with fellow Patient Experience Managers and operations management to communicate patient experience updates, current trends, and identify opportunities to reward and recognize.
• Participates in all PE Department learning sessions including monthly educational webinars.
• Provides recognition for employee when programs are implemented with success.
• Prepares and implements development and training plans for patient satisfaction success.
• Composes patient satisfaction reports as needed to management.

• HS diploma/GED or equivalent combination of education and experience; 4 year degree preferred.
• 2-3 years in-servicing experience in customer service training.
• Hospitality and healthcare experience preferred.
• 3-4 years experience in service-oriented operations.
• Good coaching and on the job training skills required.
• Excellent organizational skills and ability to multi-task essential.
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook.
• Exhibits initiative, responsibility, flexibility and leadership.
• Possesses a thorough knowledge of contract administration and office procedures.