MGR PATIENT EXPERIENCE I PATIENT AND FAMILY EXPERIENCE

Kettering Health Main Kettering Full-Time Days

Job Requirements:

•  Master ‘s degree in education, business, healthcare administration or related field
•  Bachelor of Science in Nursing Preferred
• Certified Patient Experience Professional (CPXP) Preferred
• 7+ years’ experience in hospital setting, leading / collaborating with teams, delivering training and implementing customer service initiativesProven track record of successfully managing and improving patient satisfaction scores
• Communication: verbal / written communication needs to be clear and concise when communicating with patients, medical staff, hospital administrators, leaders, staff and volunteers
• Empathy: demonstrate the ability to understand another person’s feelings and perspective
• Strategic Thinking: ability to plan and execute to achieve a goal
• Problem-solving: identify and resolve issues
• Data Analytics: use data to identify insights and drive improvement
• Influence: inspire change and accountability
• Collaboration: partner with leaders, physicians, staff and volunteers
• Technology: utilize software tools to track scores and measure the impact of changes on patient outcomes
• Interpersonal and Leadership: build strong relationships and rapport with colleagues
• Proficient in Microsoft Office

Job Responsibilities:

• Champions and promotes KH’s values, mission, and culture with enthusiasm and sincerity
  • Oversees and manages the daily operations of the patient experience department
  • Supports and demonstrates a culture of caring and service excellence as evidenced by rounding, words of affirmation, and serving as an advocate for the patient and family
  • Conducts regular coaching observations of best practice initiatives (bedside report, purposeful rounds, leader visits)
  • Leads regular cadence of patient experience review sessions with departmental leaders, communicating patient experience scores and collaborating with leaders / staff on strategies for improvement
  • Collects and analyzes data related to the patient experience
  • Identifies opportunities for improvement in the patient experience
  • Implements changes to improve the experience of care
  • Evaluates the effectiveness of changes made to the patient experience
  • Serves as a resource to staff on issues related to the patient experience
  • Attends meetings and conferences related to the patient experience
  • Keeps informed on best practices in the field
  • Manages time effectively in completing responsibilities
  • Presents a professional appearance in accordance with policy
  • Demonstrates awareness of and adherence to the organization’s policies regarding patient confidentiality, corporate integrity, and privacy
  • Develops and utilizes formal and informal methods to seek patient and family feedback. Assists Vice President of Patient Services in identifying members and facilitating Patient and Family Advisory Councils
  • Presents at network orientation and campus orientation
  • Work with Network team to implement process for gathering “patient stories”
  • Practices proper telephone etiquette, elevator courtesy, walk others to their destination, promote atmosphere for a healing environment
  • Demonstrates ability to communicate effectively with patients, families, and all levels of leadership
  • Provides orientation and education on Press Ganey platform and reports
  • Recognizes and rewards department performance and staff behaviors promoting a positive impact on the patient and family experience
  • Facilitates the Daisy and Sunflower Awards

Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.