Job Description

Patient Experience Manager - Full Time First Shift Apply locations Winchester, VA Winchester Medical Center time type Full time posted on Posted 4 Days Ago job requisition id JR103692 Department CUSTOMER SERVICES & PAT EXPER - 108308 Worker Sub Type Regular Work Shift First Shift (United States of America) Pay Grade: 312 Job Description The Patient Experience Manager acts as the champion to promote a culture of service excellence, compassion, and accountability to embrace and deliver an exemplary patient, clinician, and visitor experience that positively impacts outcomes. This leader is an integral member of the leadership team and is focused on developing patient and family-centered care/patient experience best practices and strategies. May be responsible for oversight of Patient Relations and greeters. Responsible for ensuring employee education and training to meet performance objectives. Understand the patient experience data analytics and able to communicate the impact and plan for improvement. Education Bachelors required; Masters preferred. Experience Five years' experience in an organization focused on improving quality, safety, or service/customer experience/patient relations required. Certification & Licensures Registered Nurse preferred; BLS Certification (Basic Life Support) - American Heart ‘Healthcare Provider’ (HCP) - AHA approved required. New hires must have American Heart Association (AHA) appropriate certification prior to completion of orientation. Qualifications Excellent verbal, telephone, and written communication skills required. Ability to demonstrate a commitment to service, organization values, and professionalism through appropriate conduct and demeanor at all times required. Ability to coach leaders, associates, and physicians to improve the patient and associate performance required. Ability to round with leaders throughout the week on patients and associates, teaching, observing, coaching, and improving the patient experience required. Ability to work off shifts and weekends as needed required. Ability to serve as a role model for the Must Have Tool's to include AIDET, patient communication boards, Key word at Key Times, Rounding for Outcomes, Employee, Patient, Internal customer and Senior leader rounding, Thank you notes, Bedside Shift Report, Hourly Rounding, Discharge Calls and No pass zone required. Ability to provide a scorecard with patient experience metrics for the organization required. Exceptional negotiation and interpersonal skills to support, coach, guide, and positively influence all levels of management/staff to achieve desired results required. Ability to serve as a content expert and resource to help teach orientation and leader foundation classes required. Ability to track and trend results from designated experience measurement vendors required. Ability to travel up to 10% of the time required. Ability to work closely with Leadership to drive the strategy for patient experience required. Ability to facilitate large group meetings, service teams, and patient advisory meetings required. Knowledge of patient experience measurement components, e.g. NRC, Gallup, etc. required. Proven results in change management required. FLSA Classification Exempt Grade 312 Physical Demands 3 A Administration Benefits At Valley Health, we believe everyone is a caregiver, and our goal is to create an environment where our caregivers thrive physically, financially, and emotionally. In addition to a competitive salary, our most popular benefits for full-time employees include: A Zero-Deductible Health Plan Dental and vision insurance Generous Paid Time Off Tuition Assistance Retirement Savings Match A Robust Employee Assistance Program to help with many aspects of emotional wellbeing Membership to Healthy U: An Incentive-Based Wellness Program Valley Health also offers a health savings account & flexible spending account for childcare, life insurance, short-term and long-term disability, and professional development. In addition, several perks come with working for the largest employer in the region, such as discounts to on-campus dining, and more. To see the full scale of what we offer, visit valleyhealthbenefits.com. Thanks for your interest in working on our team! #J-18808-Ljbffr

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