Manager Patient Experience

Job ID: J118275
Company: West Penn Allegheny Health System
Location: Erie, PA, United States
Facility: Saint Vincent Hospital
Full/Part Time: Full time
Job Type: Regular
Posted at: Feb 27, 2018

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Description

GENERAL OVERVIEW:

Responsible for the design and implementation of the overall entity strategy for improving the Patient
Experience while assuring completion of the AHN system Patient Experience Division goals and objectives. Acts as site lead for all Patient Experience efforts and success.

ESSENTIAL RESPONSIBILITIES:

  • Responsible for overall supervision of all aspects of the Patient Experience improvement effort at assigned site including coordination of training, development and project management related to service culture change. Design and provide all training, coaching and mentoring processes while building and maintaining strong working relationships with site leaders, physicians, clinical and non-clinical management team members and employees in all departments. Works in concert with other Patient Experience Division team members in promoting and evaluation progress within the assigned entity and with other entities as requested. (40%)
  • Directly responsible for the work and success of the Service Recovery Specialist and all efforts related to management of complaints and grievances as well as implementation of service recovery improvement efforts. (20%)
  • Provides leadership with monitoring and translation and/or utilization of patient satisfaction data as well as regular reporting at the entity for leadership, nursing quality teams and workgroups. (10%)
  • Responsible for mentorship of patient experience team and ongoing service excellence, meetings, and education. (10%)
  • Maintains updated strategic plan for assigned facility and unit or department based improvement plans and reports progress to the patient experience team. Shares best practice tactics and tools while problem solving assistance to all team members. (20%)

QUALIFICATIONS:

Minimum

  • Bachelor's degree in education, nursing, counseling, social work or another related field.
  • 5-7 years’ experience in a healthcare related position.
  • Leadership experience with proven teaching, training and program management expertise.
  • Clinical experience.
  • Demonstrated success with leading large scale projects and culture change.

Preferred

  • Master's degree.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
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For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

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