Manager Patient Experience

Job Summary: The Patient Experience Manager serves as a liaison between patients, families, providers, and clinical staff and is responsible for promoting safe, efficient, and quality care delivery. The individual in this position will serve as the point of contact for complaints, grievances, and concerns. Additionally, the Patient Experience Manager will assist in providing relevant support, education, and training across the organization related to the patient experience.

The Patient Experience Manager assists in the development and communication of goals and assists in the development of coaching models, action plans and timelines for completion.  Participates in the design and implementation of training events and projects to promote and improve customer communication and satisfaction. Directs needs assessment processes, depending on assignment, and consults or facilitates with individuals or groups to assure high quality outcomes.

Responsibilities:

1. Serves as internal resource for managers in the use of the online patient satisfaction survey data tool and related data analysis.

2. Manage contact with patients, providers, and staff regarding patient rights, complaints/grievances, and service recovery.

3. Communicate, mediate, investigate, and document resolution of patient and visitor complaints/grievances in a compassionate, timely and satisfactory manner consistent with CMS standards/guidelines.

4. Support clinical leaders (physicians, APRNS, PAs, Clinical Nurse Managers and others) in completion of appropriate and timely response and resolution of patient quality of care complaints and grievances.

5. Maintain a record of quality of care complaints/grievances received from patients and visitors, including documentation of appropriate and timely response and resolution.

Qualifications

Required:

• Associate Degree in healthcare related field
• Licensed as a Registered Nurse to practice nursing in Michigan, or licensure/certification in related health field
• A minimum of 3 years customer service related or clinical experience
• BLS Certification

Preferred:  

• Bachelor’s Degree in Nursing or related health care field
• Previous process improvement and customer service experience
• Clinical experience