The Patient Experience Manager acts as the champion to promote a culture of service excellence, compassion and accountability to embrace and deliver an exemplary patient, clinician and visitor experience that positively impacts outcomes. This leader is an integral member of the leadership team and is focused on developing patient and family centered care/patient experience best practice and strategies. May be responsible for oversight of Patient Relations and greeters. Responsible for insuring employee education and training to meet performance objectives. Understand the patient experience data analytics and able to communicate the impact and plan for improvement. Education: Bachelors required, Masters preferred. Experience: Five years' experience in an organization focused on improving quality, safety or service/customer experience/patient relations required. Certification & Licensures: Registered Nurse preferred, BLS Certification (Basic Life Support) - American Heart ‘Healthcare Provider’ (HCP) - AHA approved required. Qualifications include excellent communication skills, commitment to service and professionalism, coaching ability, ability to work off shifts and weekends, role model for patient communication tools, ability to provide patient experience metrics, negotiation and interpersonal skills, content expert for orientation and leader foundation classes, ability to track and trend results, ability to travel up to 10%, ability to work closely with Leadership to drive patient experience strategy, ability to facilitate large group meetings, knowledge of patient experience measurement components, and proven results in change management. FLSA Classification: Exempt. Grade: 312. Physical Demands: 3 A Administration.
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