Manager Patient Experience

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The Manager of Patient Centered Services provides leadership and oversight for the overall operations of Patient Experience and Patient Advocacy Programs. Responsible for oversight of policies and practices related to Patients’ Rights and Responsibilities to assure compliance with The Joint Commission, CMS and other regulatory requirements. Responsible for organization-wide oversight of the grievance process to assure all regulatory requirements are met. Collaborates with departments across the organization to promote and effect changes to enhance the level of service provided, both proactively and based on understanding of causes of grievances. Identifies opportunities and implements patient centered practices. Provides education and training for individuals at all levels of the organization to implement and advance practices to promote service excellence and an optimal patient experience.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Bachelor’s degree in healthcare, nursing, business, or related field.

EXPERIENCE:

1. Five (5) years of Healthcare experience.

PREFERRED QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1.  Master’s degree in healthcare, nursing, business, or related field preferred.

EXPERIENCE:

1. Experience with Project management.

2. Experience providing education and training.

3. Five (5) years of Leadership experience.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be constructed as an all-inclusive list of all responsibilities and duties.  Other duties may be assigned.

1. Provides leadership and oversight of daily operations for the Guest Relations Department and Patient Advocate. 

2. Plans, Develops, Implements, and evaluates services as well as personnel selection, mentoring, performance appraisals,  and interdepartmental and intradepartmental activities including policy and procedure development, process improvement, customer relations, service, quality, and departmental goals

3. May oversee Patient Rights and Responsibilities standards across the organization to assure practices are in place to meet all accrediting bodies and regulatory agencies. 

4. Provides proactive approach to patient relations and patient advocacy through rounding and patient visits to proactively mitigate issues and promote an excellent experience.

5. Oversees the grievance process to assure all CMS, TJC, state and other regulatory requirements are met.

6. Provides group facilitation and inter-group problem solving techniques to understand causes of patient grievances and other service breakdowns and facilitates actions to reduce future occurrences and improve patient experience. 

7. Provides education and training on improving practices to enhance the patient experience, including communication with patients and patient centered practices.

8. Identifies opportunities to enhance service and leads patient experience improvement initiatives, providing project management for customer and patient improvement initiatives. 

9. Conducts guest shopping and observations of patient centered practices.

10. Assures adequate and useful data is provided for trending and analysis related to patient grievances.

11. Prepares or assists with preparing annual department non-salary expense budget, FTE budget and capital expense budget.  Assures fiscal responsibility of the department.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Cognizant of environmental factors, infection control issues and maintains a safe environment.

SKILLS AND ABILITIES:

1. Excellent communication skills, both verbal and written.

2. Demonstrated ability to lead others and achieve results..

3. Ability to work well with all levels of the organization in promoting patient advocacy and addressing issues related patient complaints/grievances to assure resolution and reduce future occurrences.

4. Demonstrated ability to provide group facilitation and inter-group problem solving skills.

5. Experienced and skilled with conflict resolution.

6. Skilled in education and training with ability to engage others.

7. Ability to serve as a role model and champion of patient centeredness and service excellence.

8. Possesses computer skills for aggregation and analysis of data with ability to create professional presentations.

9. Skilled at building relationships and promoting engagement to advance goals.

Additional Job Description:

Monitor and analyze patient experience metrics (e.g. HCAPS, Press Ganey) and collaborate with leadership to develop action plans for improvement.

Facilitate staff training and development on service excellence standards.

Lead the Patient & Family Advisory Council (PFAC).

Partner with clinical and non-clinical teams to implement evidence-based practices to improve patient experience.

Additional training and/or certification in patient experience desired.

Scheduled Weekly Hours:

40

Shift:

Exempt/Non-Exempt:

United States of America (Exempt)

Company:

BMC Berkeley Medical Center

Cost Center:

405 UH Quality Management

Address:

2500 Hospital DriveMartinsburgWest Virginia

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.