Patient Exp Program Mgr

Northern Light Health Home Office |US:

ME:

Bangor | Quality/Risk Management | Full Time

Salary range-  USD

The compensation range listed reflects the range Northern Light Health anticipates relying on in setting the wages for the position. The range may not necessarily include all additional compensation elements available, such as differentials, incentive programs and benefits.

Northern Light Health

Position is located:Acadia

Work Type:Full Time

Work Schedule:8:00 AM to 4:30 PM

Salary Range : $ 29.68 - $45.55

Exempt:
Yes

Summary
:

The Patient Experience Program Manager is passionately focused on the constant improvement of the patient experience at Northern Light Acadia and Eastern Maine Medical Center. They are responsible for implementing a variety of methods of continuous listening to the patient voice and the employee voice and translates those messages into actionable plans of improvement. Position works collaboratively with the NLH System Patient Experience team, local member leadership team, employee engagement, quality, safety, performance improvement teams and the human resource department.

Position works to integrate patient experience improvement efforts into existing departmental work and everyday efforts. The Patient Experience Program Manager is responsible for maintaining a culture of positive communication and cooperation between physicians, advance practice practitioners, nursing, and other staff to ensure achievement of shared objectives.

The position will have dual reporting with NLH Manager, Patient Experience, and local Quality Directors.

Responsibilities
:

• Provides leadership and executes strategy in achieving our Northern Light Health promise. Supports and directs the adoption of measurable principles of excellence in service and patient experience.
• Executes evidence-based initiatives and proven practices aligned with the NL Brand, Quality and Service goals.
• Serves as the main resource and advisor to the local leadership team in identification, assessment, and implementation of patient experience initiatives to meet goals and will be an expert resource for the executive leadership team. A deep knowledge as it relates to patient experience sensitive indicators is required.
• Collaborates with Employee Engagement Specialist in ongoing analysis of key engagement trends and develops new process to continually enhance our culture.
• Collects timely data to support initiatives through focus groups, surveys, town halls and one-on-one conversations, evaluates and applies the data to support decisions.
• Works directly with Hospital, Medical Group leaders, teams and employees to implement patient experience initiatives within the hospital, medical practices, emergency department and ambulatory surgery areas.
• Maintains effective communication between senior leadership, physician groups, managers, and staff. Works one on one with leaders for specific concerns to tailor solutions to fit department considerations, strengths, and weaknesses.
• Delivers organization education programming for patient experience.
• Maintains a patient and family advisory group as an active listening strategy for our patients.
• Engages employees in positive reinforcement of desired behaviors and treatment.
• Other Duties.

Other Information
:

Competencies and Skills

• Achieves Results:
  Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.
• Demonstrates Emotional Intelligence:
  Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.
• Develops Self and Others:
  
  Takes responsibility for engaging in professional self-development activities and programs. Strives to gain insight into their own values, strengths and weaknesses, interests and ambitions and takes action in order to enhance competencies and skills when possible. As a leader, encourages and guides employees…