Patient Experience Manager Exempt

MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS 

Job Summary:

Accountable for Service performance of Hollywood Presbyterian Medical Center (HPMC). Responsible for the strategic development, monitoring and communication of service programs within HPMC. In conjunction with Administrators and leaders, develops and implements quality standards to determine the most cost-effective, efficient levels of patient care. In conjunction with physician leaders, develops and implements quality and targets to optimize clinical, service outcomes. Ensures that policies, practices, and procedures comply with administrative, legal and regulatory requirements of HPMC as well as governmental and accrediting agencies.

• Develops and implements operational improvement initiatives related to service and patient satisfaction.
• Conducts detailed analyses for barriers to high service performance; works with department leaders to develop effective action plans.
• Facilitates identification of and transfer of successful practices in service across departments.
• Monitors and assesses service trends internally, as well as the external Southern California market.
• Makes thoughtful recommendations to develop and/or adjust current strategy to meet the changing business environment.
• Sets service targets based on benchmarks to increase HPMC’s competitive edge.
• Coaches, manages and develops training materials to build a culture of extraordinary customer service.
• Establishes effective professional business relationships with all levels of management.
• Collaborates with and actively coaches senior leadership, medical staff, and department leadership to develop and implement strategies to improve survey findings.   Champions development and implementation of patient satisfaction initiatives based on evidence-based practices, best practices and monitors effectiveness by carefully analyzing patient satisfaction survey results for cause and effect.  Makes formal presentations to various senior level and medical staff audiences.
• In close collaboration with leadership and departments, brings forth data and top box analysis and identifies, develops and implements key metrics to measure performance and areas of opportunity that drive the hospital to set goals.
• Manages and leads an interdisciplinary meeting by setting clear goals and expectations and tracking progress of the same.  As chairperson, duties include:  set agenda, ensure documentation of meeting discussion, coordinate meeting materials, structure and facility discussion.
• Consistently demonstrates the ability to establish appropriate departmental priorities.
• Effectively maintains all required records for the department; demonstrating good organizational skills.
• Supervises the resolution of patient complaints concerning services received; reports regularly on possible areas for improvement based on patient feedback information.
• Advises clinical staff regarding patient care to ensure patient's needs are met and hospital policy is followed.
• Interacts professionally with patient/family to increase patient/family satisfaction and/or de-escalate potential litigious occurrences related to patient/family perception.
• Works with hospital staff, medical staff and/or committees regarding real or potential service issue situations.
• Collects and disseminates patient satisfaction data through patient feedback, the patient satisfaction survey and HCAHPS survey.
• Provides consultation and recommendations on customer service and meeting patient needs and expectations, and educating others concerning these issues. Serves as a consultant to other departments to improve patient satisfaction results.
• Summarizes patient experience data for appropriate evaluation and trend analysis.
• Demonstrates appropriate and current documentation practices related to patient experience.
• Trains and educates senior leadership, medical staff, directors, managers, and frontline staff on use of satisfaction survey reporting system.
• Coordinates performance improvement and patient experience information as needed for administrative activities, credentialing and hospital insurers.
• Collaborates on the review, evaluation and action recommendations related to risk related matters pertaining to patients and visitors.
• Maintains accountability for compliance with external agency requirements related to patient satisfaction, including CMS HCAHPS survey requirements.
• Partners with our community chaplains, interpretive service vendors, and patient experience vendors to provide excellent services to patients, staff, and visitors
• All other duties as assigned

JOB QUALIFICATIONS

Minimum Education

• Bachelor’s Degree

Minimum Work Experience and Qualifications

• Five years recent experience in similar position in acute healthcare setting.
• Highly developed organizational skills.
• Demonstrates familiarity with Microsoft Office Software, as well as Outlook.
• Ability to communicate effectively verbally and in writing.

Preferred Work Experience and Qualifications

• Certified Patient Experience Professional Certification
• Experience in implementing a robust Patient Experience Program that yields positive results

Required Licensure, Certification, Registration or Designation

• Must obtain CPXP Certified Patient Experience Professional within 2 years of hire
• Current Los Angeles County Fire Card (or must be obtained within 30 days of employment)
• Assault Response Competency (ARC) required (within 30 days of hire)