Manager

• Responsible for overall supervision of all aspects of the Patient Experience improvement effort at assigned site including coordination of training, development and project management related to service culture change.
• Design and provide all training, coaching and mentoring processes while building and maintaining strong working relationships with site leaders, physicians, clinical and non-clinical management team members and employees in all departments.
• Works in concert with other Patient Experience Division team members in promoting and evaluating progress within the assigned entity and with other entities as requested. (40%)
• Collaborate and support the Service Experience Specialist and all efforts related to management of complaints and grievances as well as implementation of service recovery improvement efforts. (20%)
• Provides leadership with monitoring and translation and/or utilization of patient satisfaction data as well as regular reporting at the entity for leadership, nursing quality teams and workgroups. (10%)
• Responsible for ongoing meetings and education. (10%)
• Maintains updated strategic plan for assigned facility and unit or department based improvement plans and reports progress to the patient experience team. Shares best practice tactics and tools while problem solving assistance to all team members. (20%)

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