Job Description

Manager of Patient Experience

Full Time Days

$10,000 Bonus and Relocation Assistance Available

Facility Cape Fear Valley Medical Center

Location Fayetteville, North Carolina

Department Patient Experience

Work Shift Days (United States of America)

Summary Designs, develops, and presents coaching programs and provides consultative support to increase operational effectiveness to improve customer satisfaction. Implements coaching models to improve staff communication skills with patients. Serves as a role model and coach to nursing, operations (ancillary and support departments), managers, external vendors, and employees. Participates in goal setting for department level, entity, and regional patient satisfaction, communicates goals, and assists in the development of action plans and timelines for completion. Participates in the design and implementation of training events and projects to promote customer satisfaction. Serves as a key player in the establishment of organizational targets and monitors best practices in the industry. Directs needs assessment processes and consults or facilitates with individuals or groups to assure high quality outcomes. Responsible for the coordination of all activities associated with the Service Excellence process.

Major Job Functions

• Develop and maintain the health systems ongoing customer relations program and institute changes that enhance Service Excellence in processes, procedures, policies, and accountability within the organization.
• Collaborate with executive leadership in establishing expectations for clinical staff to help improve patient satisfaction.
• Identify target areas for improvement, consult with leadership in the development of action plans, monitor successes, communicate results, and serve as a change agent within the organization.
• Create relevant outcome measures, evaluate outcomes of assigned initiatives or interventions, and communicate results, in collaboration with department Managers and/or executive leadership.
• Build and maintain effective working relationships with patients, physicians, employees, and visitors in a friendly and cordial manner, in person or on the telephone, thus promoting a positive service image.
• Round with patients to understand their health care experience.
• Understand, analyze, and communicate patient experience survey data identifying trends, areas for improvement, and share best practices for optimal outcomes.
• Observe staff in actual patient interactions teaching and assessing evidenced based best practices for patient experience by communicating and providing real-time coaching on principles to promote exceptional care for our patients.
• Communicate with appropriate department leaders about patient compliments, complaints and any other feedback requiring additional follow-up.
• Observe interior and exterior atmosphere for patient comfort, accessibility, safety, cleanliness, dcor, updated signage, posters, and promotional materials needing to be replaced or repaired.
• Support and assist leaders in the development and monitoring of action plans that will result in improved patient experience.
• Develop orientation programs for staff on Service Excellence training.
• Monitor patient satisfaction best practices within healthcare industry and serve as organizational resource for related information.
• Analyze and utilize patient experience quantitative and qualitative feedback and metrics from a variety of sources (patient comments, focus groups, advisory councils, complaints information, direct observation, manager/staff perspectives) to formulate recommendations for improving metrics and improving the patient experience.
• Other duties as assigned.

Minimum Qualifications

• Bachelors degree in nursing or healthcare related field required.
• Master's degree in nursing or healthcare related field preferred.
• Current licensure as a Registered Nurse in North Carolina or compact state licensure required if nursing degree.
• 2 years teaching/training patient experience principles required.

Knowledge, Skills, and Abilities Required

• Knowledge of adult learning principles, curriculum, and program development.
• High proficiency in Word, Excel, Outlook, and Power Point.
• Working knowledge of Patient Call Manager, Responder 5 Call Bell System & EPIC applications preferred.
• Ability to work independently and manage workflows in a fast paced and highly confidential environment.
• Excellent organizational skills and attention to detail.
• Advanced knowledge of nurse leader rounding, hourly rounding, employee rounding and bedside shift reporting.
• Good listening skills with the ability to de?escalate tense situations, persuasive in resolving conflict.
• Knowledge of HCAHPS and Domain questions (Hospital Consumer Assessment of Healthcare Providers and Systems).
• Ability to discuss patients' clinical, socio-economic, and financial issues with physicians and patients.

Physical Requirements

• Frequent moderate lifting, pulling, pushing, and carrying.
• Frequent walking, standing, stooping, and reaching.
• Must be able to travel throughout the hospital campus and offsite properties as needed.

Cape Fear Valley Health System is an Equal Opportunity Employer M/F/Disability/Veteran/Sexual Orientation/Gender Identity.

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