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Patient Experience Manager

Leadership/Management

SHORE MEMORIAL HOSPITAL

QUALITY ASSURANCE

Full Time

Day Shift

days

Bachelor's Degree
Certification Required or Eligible
2 years of experience required

Job Summary: Responsible for the development, planning and oversight of patient care experience function and all related programs, strategies, initiatives, policies and procedures. Leads the patient care experience function for the hospital and drives its success. Responsible to review and communicate HCAHPS metrics. Will serve as a resource to leadership to develop, implement, promote and evaluate all inpatient and outpatient patient experience activity. Manages all efforts to ensure the highest patient, employee, and leadership satisfaction on the patient care experience. Communicates and coordinates patient and family meetings with staff/MDs. Ensures patient rounding is completed consistently. Works closely with leadership to help problem solve customer experience concerns.

Patient Advocates, Chaplains, and Volunteers report to the Patient Experience Manager. Provides day to day coaching and mentoring of team members. Must demonstrate strong problem solving skills, a positive attitude, self-starter and excellent attention to detail. Responsible for support, training, education, coordination and management of all aspects of the volunteers and Chaplain services.

Responsible to create, coordinate, manage all aspects of the PFAC (Patient Family Advisory Council). Performs other duties as assigned.

Education: College degree is preferred. High school graduate required. Prefer advanced business and support skills. Preferably a degree or certification in business management.

Certification: Patient Advocacy Program Certification preferred, required within one year of employment.   

Experience: Two to five years customer satisfaction/complaint resolution required. Experience with hospital or other volunteer groups highly preferred. Experience with aging population preferred.