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UnityPoint Health · 1 day ago

Manager Patient Experience

Dubuque, IA

Part-time

Onsite

Mid Level

3+ years exp

UnityPoint Health is committed to delivering exceptional experiences for patients and families. The Manager, Patient Experience leads the patient experience strategy, collaborates with various departments, and drives improvement through data insights and best practices.

Health CareHospitalMedical

Responsibilities

Lead and mentor a team of experience professionals, fostering professional growth and collaboration

Provide oversight and/or closely collaborate with key departments such as Patient Experience, Patient Relations, Language Services, Volunteer Services and Spiritual Care

Design and implement a strategic framework for improving the patient and family experience across care settings, in alignment with system standards

Provide direction, supervision, and support to team members. Delegates accountability and responsibility appropriately to leadership team

Ensure effective recruitment, selection, supervision and retention of direct reports and departments reporting to Director

Embed patient experience principles and best practices into leadership development, hiring, onboarding and daily operations

Manage departmental budget and resources to effectively align with organizational goals

Establishe efficient, ongoing monitoring systems including capital, operating expenses, staffing, productivity, equipment, tests, procedures/policies, information system, and fiscal requirements

Conduct annual performance appraisals for assigned team members

Develop and maintain communication to establish regular and consistent communication with team embers, leaders and key stakeholders

Share concerns and/or escalate issues to leadership and key stakeholders as appropriate

Employ system thinking in decision making, directs resolution of complex problems and provides consultation and advice

Oversee daily operations to ensure delivery of high-quality services and support. Provides ongoing monitoring and oversight to annually assess effectiveness of department and organizational outcomes

Develop, review, and ensure departmental policies and procedures and job descriptions are current

Analyze and interpret data from patient experience surveys, complaints and grievances, and external sources

Design and deliver dashboards, reports and presentations for leadership and team members

Set performance targets and support departments in creating action plans tied to key drivers and opportunities for improvement

Ensure compliance with CMS, DNV and other regulatory requirements related to complaints, grievances and patient rights

Lead experience coaching for leaders, providers and team members to support development

Facilitate training programs on service-related competencies

Recognize and elevate best practices; design programs to celebrate staff who demonstrate exceptional experience behaviors

Engage Patient & Family Advisory Councils (PFACs)

Elevate the voice of the patient across the organization to inform decision-making, service design, organizational priorities and education

Participate in quality and patient experience committees

Proactively engage patients and team members through leader rounding

Qualification

Healthcare AdministrationPatient ExperienceCertified Patient Experience ProfessionalData AnalysisCustomer ServiceTraining FacilitationLeadershipCommunication

Required

Bachelor's Degree in healthcare administration, social work, nursing, communication or related field

3 years of healthcare and/or customer service experience

Must obtain Certified Patient Experience Professional (CPXP) within 2 years of hire date

Preferred

Prefer someone with 1 year of patient experience, patient relations, language services, volunteer services, process improvement or complaint resolution experience