Senior Manager Patient Experience - Providence Anchorage

Provides vision, oversight, direction, and delivery of all activities relating to experience of all customers including survey methods, reporting processes, follow-up procedures, and systems for reward and accountability around customer experience measures. Responsible for the Providence Customer Service Line, triage of all patient/family complaints, working with PHSA staff to resolve complaints, and follow-up communication with patient/family.  Works with Risk Management and Quality Improvement closely in all phases of complaint management including trending and tracking of complaints to identify processes to improve.  Oversees Service Excellence Coordinator, and Valet at services as appropriate for facilities within the Alaska Region. Utilize GE CAP/WORK-OUT facilitator skills to accomplish effective meetings and workouts to improve the overall level of Service Excellence within Providence. 

Providence caregivers are not simply valued – they’re invaluable. Join our team at Providence Alaska Medical Center and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

Position is full time, 1.0 FTE, Day shift, Monday-Friday, core business hours, 40 hours per week; occasional after-hours support per business needs. Located onsite at Providence Alaska Medical Center in Anchorage, AK!

Apply today! Applicants that meet qualifications will receive an invite with additional screening questions from our HireVue system!

 

Required Qualifications: 

• Bachelor's Degree.
• 5 years progressive experience in customer service management, patient relations or related area, preferably in a health care environment.
• 1 year at the manager or program manager level. 

Why Join Providence? 

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

The Providence family of organizations has a vision of health for a better world. As such, we are called to care wisely for our communities, resources, and earth. Our organizations strive to become carbon negative by 2030.

Accepting a new position at another facility that is part of the Providence family of organizations may change your current benefits. Changes in benefits, including paid time-off, happen for various reasons. These reasons can include changes of Legal Employer, FTE, Union, location, time-off plan policies, availability of health and welfare benefit plan offerings, and other various reasons.

At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Providence offers a comprehensive benefits package including a retirement 401(k) Savings Plan with employer matching, health care benefits (medical, dental, vision), life insurance, disability insurance, time off benefits (paid parental leave, vacations, holidays, health issues), voluntary benefits, well-being resources and much more. Learn more at providence.jobs/benefits.