Manager Patient Experience/Service Excellence

Marion, IN, United States

Job Summary

Has leadership responsibility for establishing and achieving system-wide adoption of a program for service excellence within MGH. This service excellence program will be designed to improve the experience of the patients, families, medical staff and employees. Responsible for designing, implementing, monitoring and assessing the outcomes of MGH various service excellence initiatives. Works closely with the Human Resources Department in overseeing the non-traditional aspects of the human resource functions of MGH such as designing and implement our strategies for staff engagement and implementing our organizational development program. Works closely with third party patient, employee and medical staff survey vendor(s). Maximizes every opportunity to be involved in quality, safety, service and risk management efforts bringing into focus the patient at all times.Important Practice Areas Include:

Patient/Consumer Experience, Patient Relations & Measurement Tools

Organizational Change Management

Best Service Practices and Protocols

Workforce Engagement and Performance

Surveys, Metrics and Standards

Data Analysis and Interpretative Skill

The Patient Experience/Service Excellence Manager's responsibilities include: Oversight and responsibility for enhancing and continually improving the overall experience of patients and families throughout MGH.

Clearly defines the optimal Patient Experience, including the behavioral changes necessary to achieve cultural transformation throughout the entire organization.

Instills a culture of service excellence, hospitality, ownership and results across the enterprise. Documents and communicates throughout the organization the shared vision for experience improvements.

Develops the framework and protocols in which all Patient Experience initiatives will be deployed across MGH.

Develops service, educational, and training programs throughout MGH relating to the patient experience.

Strategically develops, refines and improves performance metrics and measurement methods using standardized and customized tools.

Consistently measures results.

Utilizes coaching, best practices, and collaboration to improve service excellence throughout the system.

Works to ensure alignment of people, processes, and systems across MGH.

Identifies and presents key issues impacting the Patient/Family experience for Board and Executive leadership discussion and decision making which will include findings, barriers to success and progress toward results.

Serves as the subject matter expert for service excellence, maintaining an active understanding of current thinking and innovative interventions/programs regarding the patient experience both locally, nationally, and internationally.

Monitors national HCAHPS and patient experience trends and federal requirements.

Identifies how top performing hospitals identify and maintain success.

Creates and monitors service standards for patient relations.

Coaches leaders and staff for improved results and execution of best practices and chosen strategies.

Negotiates with vendors regarding the patient satisfaction measurement process and is the primary contract owner for patient satisfaction survey tools.

Oversees patient and family complaint and grievance resolution process, in accordance with ISDH and CMS guidelines.

Serves as the 1557 compliance coordinator for section 1557 of the Affordable Care Act.

Creates and monitors operating and capital budgets.

Minimum Job Requirements Associate's Degree in Nursing, Medicine, Organization Development, Public Health, Health Administration, Business or related field and ten (10) years related healthcare experience or

Bachelor's Degree in Nursing, Medicine, Organization Development, Public Health, Health Administration, Business or related field and five (5) years of related healthcare experience.

Preferred Job Requirements Master's Degree in Nursing, Medicine, Organization Development, Public Health, Health Administration, Business or related field and three (3) years of related healthcare experience with progressive levels of responsibility.

A documented track record of implementing and accomplishing customer service improvements in healthcare organizations or system.

Coaching and teaching experience.

Experience developing curriculum, training and education programs including needs assessment; and program design, delivery and evaluation.

Skills / Knowledge / Abilities Knowledge of : various HCAHPS surveys , patient satisfaction survey tools, and consumer research, and complaint/grievance management.

Data analysis and interpretation skills are needed to lead the service improvement effort and to create the credibility needed for interaction with Hospital leaders and faculty.

Strong leadership, communication, team building, computer, and interpersonal skills to ensure successful outcomes when working with staff, physicians, management, applicants, and regulatory agencies.

Ability to influence an entire enterprise workforce.

Able to articulate challenges and to be proactive and aggressive in thinking about new ways to do things and create enthusiasm for new initiatives.

Able to lead and facilitate meetings across the enterprise and across diverse audiences.

Able to elicit commitment from stakeholders and team members.

Able to problem solve, multi-task in a fast-paced setting and work well in a team environment.

Able to negotiate effective working relationships and develop positive resolution to conflict.

Highly developed computer skills to include proficiency with Microsoft Office and the ability to learn and proficiently perform computer applications related to department operations and job function.

Able to be discreet and protect the integrity of any confidential matter or information encountered during the performance of job duties.

Working Conditions Typical office environment with prolonged sitting and occasional standing and walking.

Work subject to interruptions and occasional high stress levels.

Works with highly confidential information which may be proprietary or protected health information.

Ability to work hours significantly beyond the normal work week.

Attends special functions and meetings at various locations within the hospital and community.

Occasional overnight stays.

Physical and Mental Activities, Tools and Equipment Uses computer and standard office equipment.

Detailed data gathering, reporting, and problem resolution requiring intense concentration and analytical thought.

Demonstrate high level of mental and emotional tolerance and even-temperament when dealing with people.

Lifting, pushing, pulling, walking sitting, reaching, bending, kneeling or stooping to perform duties in a safe manner.

Equal Opportunity and Affirmative Action Employer: Minority/Female/Veteran/Disability.

Marion Health is a smoke-free environment.