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Kettering Health · 1 day ago

Mgr Patient Experience I Patient and Family Experience

Kettering, OH

Full-time

Onsite

Senior Level

7+ years exp

Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. They are seeking a Manager of Patient Experience to oversee and manage the daily operations of the patient experience department, ensuring a culture of caring and service excellence while improving patient satisfaction scores.

FitnessHealth CareHospitalMedical

H1B Sponsor Likely

Responsibilities

Champions and promotes KH’s values, mission, and culture with enthusiasm and sincerity

Oversees and manages the daily operations of the patient experience department

Supports and demonstrates a culture of caring and service excellence as evidenced by rounding, words of affirmation, and serving as an advocate for the patient and family

Conducts regular coaching observations of best practice initiatives (bedside report, purposeful rounds, leader visits)

Leads regular cadence of patient experience review sessions with departmental leaders, communicating patient experience scores and collaborating with leaders / staff on strategies for improvement

Collects and analyzes data related to the patient experience

Identifies opportunities for improvement in the patient experience

Implements changes to improve the experience of care

Evaluates the effectiveness of changes made to the patient experience

Serves as a resource to staff on issues related to the patient experience

Attends meetings and conferences related to the patient experience

Keeps informed on best practices in the field

Manages time effectively in completing responsibilities

Presents a professional appearance in accordance with policy

Demonstrates awareness of and adherence to the organization’s policies regarding patient confidentiality, corporate integrity, and privacy

Develops and utilizes formal and informal methods to seek patient and family feedback. Assists Vice President of Patient Services in identifying members and facilitating Patient and Family Advisory Councils

Presents at network orientation and campus orientation

Work with Network team to implement process for gathering 'patient stories'

Practices proper telephone etiquette, elevator courtesy, walk others to their destination, promote atmosphere for a healing environment

Demonstrates ability to communicate effectively with patients, families, and all levels of leadership

Provides orientation and education on Press Ganey platform and reports

Recognizes and rewards department performance and staff behaviors promoting a positive impact on the patient and family experience

Facilitates the Daisy and Sunflower Awards

Qualification

Certified Patient Experience ProfessionalData AnalyticsStrategic ThinkingMaster's degree7+ years hospital experienceCollaborationEmpathyInfluenceProficient in Microsoft OfficeTechnologyCommunicationProblem-solvingInterpersonalLeadership

Required

Master's degree in education, business, healthcare administration or related field

7+ years' experience in hospital setting, leading / collaborating with teams, delivering training and implementing customer service initiatives

Proven track record of successfully managing and improving patient satisfaction scores

Communication: verbal / written communication needs to be clear and concise when communicating with patients, medical staff, hospital administrators, leaders, staff and volunteers

Empathy: demonstrate the ability to understand another person's feelings and perspective

Strategic Thinking: ability to plan and execute to achieve a goal

Problem-solving: identify and resolve issues

Data Analytics: use data to identify insights and drive improvement

Influence: inspire change and accountability

Collaboration: partner with leaders, physicians, staff and volunteers

Technology: utilize software tools to track scores and measure the impact of changes on patient outcomes

Interpersonal and Leadership: build strong relationships and rapport with colleagues

Proficient in Microsoft Office

Preferred

Bachelor of Science in Nursing

Certified Patient Experience Professional (CPXP)

Company

Kettering Health

Glassdoor3.9

Kettering Health is a healthcare company that provides faith-based community care to patients.

Founded in 1964

Dayton, Ohio, USA

10001+ employees

http://ketteringhealth.org

H1B Sponsorship

Kettering Health has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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2021 (1)