Patient Experience Manager

Department:

10187 Atrium Health Pineville - Patient Experience

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Mon-Fri 40hr/week. Some remote work flexibility.

The ideal candidate would have experience with patient facing responsibilities; including: daily rounding, and follow up with patients, families and visitors.

Pay Range

$40.30 - $60.45

Major Responsibilities:

• Manages the implementation, execution and sustainment of evidence-based, best practices to improve the team member, physician and patient/family experience.
• Provides individual coaching to build skill and validate competency for both individual leaders and caregivers on the use of evidence-based prescriptive tools, tactics and techniques.
• Interfaces with site and patient service area leadership teams and other key leaders to help drive individual, site, and patient service area performance to achieve organizational goals and objectives.
• Develops 90-day coaching plans to support site performance improvement plans as part of the Advocate Aurora Patient Experience Strategy. Supports development of 90-day patient experience improvement action plans for site or market-based patient experience teams, in collaboration with site and/or entity stakeholders.
• Utilizes an evidence-based framework, behaviors and practices to enhance a highly reliable culture of service and operational excellence that leads to improvements in all Key Result Areas.
• Prepares and presents both oral and written Patient Experience reports/presentations on the progress of designated sites and/or patient service area’s performance related to targets and goals.
• In collaboration with leaders, coordinates operational improvement projects which support patient experience, applying appropriate quality improvement and project management principles, quality measures/tools such as PDSA (Plan-Do-Study-Act), strategic implementation, Lean and Six Sigma and other proven problem-solving tools and techniques.
• Coordinates, supports, facilitates patient experience and related education programs.
• Promotes the priority of improving patient experience by being visible throughout the patient service area, facilitating work teams and fostering relationships with leaders, physicians and team members to support the implementation of targeted plans.
• Responsible for understanding and adhering to the Aurora Health Care Code of Excellence and for ensuring personal actions, and the actions of employees supervised, comply with the policies, regulations and laws that affect Aurora's business.

Licensure, Registration, And/Or Certification Required:

• None Required.

Education Required:

• Bachelor's Degree in Health Care Administration, or
• Bachelor's Degree in Business or related field.

Experience Required:

• Typically requires 7 years of experience in patient/customer relations and performance improvement strategies to improve the patient/customer experience. Experience in curriculum design, group facilitation and training, implementation of large scale transformation /change initiatives, management, organizational development, or human resource consulting, performance improvement, or health care management

Knowledge, Skills & Abilities Required:

• Demonstrated ability to work and function in a complex environment.
• Strong leadership and management skills, with the ability to successfully manage a diverse team across multiple geographic areas.
• Strong coaching and consultative skills.
• Expertise in organizational change and better practice assessment/research and adoption.
• Ability to develop and maintain a high level of expertise and professional development in the concepts, practice and evolution of patient experience by serving as a subject matter expert.
• Ability to manage multiple projects, effectively manage time and meet multiple deadlines with excellent project management skills and a strong attention to detail.
• Demonstrated expertise in patient experience data analysis, report preparation with the ability to deliver effective professional presentations to various stakeholder groups to help motivate improvement.
• In-depth knowledge of CAHPS and other patient experience surveys in the public domain.
• Excellent communication skills and the ability to influence leaders, physicians and caregivers. Advanced knowledge of and passion for patient and family-centered care as well as multi-cultural diversity.
• Proficient with Microsoft Office (Word, Excel, PowerPoint, Access) or similar products.

Physical Requirements And Working Conditions:

• This position requires some travel so there will be exposure to weather and road conditions.
• Operates all equipment necessary to perform the job.
• Exposed to a normal office environment.

Our Commitment To You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits And More

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.