20d ago

Manager Patient Experience

EngineeringFullstack Developer

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Quick Summary

Overview

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Technical Tools

EngineeringFullstack Developer

About the Role

~1 min read

The Manager of Patient Centered Services provides leadership and oversight for the overall operations of Patient Experience and Patient Advocacy Programs. Responsible for oversight of policies and practices related to Patients’ Rights and Responsibilities to assure compliance with The Joint Commission, CMS and other regulatory requirements. Responsible for organization-wide oversight of the grievance process to assure all regulatory requirements are met. Collaborates with departments across the organization to promote and effect changes to enhance the level of service provided, both proactively and based on understanding of causes of grievances. Identifies opportunities and implements patient centered practices. Provides education and training for individuals at all levels of the organization to implement and advance practices to promote service excellence and an optimal patient experience.

Requirements

~1 min read

1. Bachelor’s degree in healthcare, nursing, business, or related field.

1. Master’s degree in healthcare, nursing, business, or related field preferred.

1. Five (5) years of Healthcare experience.

1. Experience with Project management.

2. Experience providing education and training.

3. Five (5) years of Leadership experience.

Responsibilities

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1. Excellent communication skills, both verbal and written.

2. Demonstrated ability to lead others and achieve results..

3. Ability to work well with all levels of the organization in promoting patient advocacy and addressing issues related patient complaints/grievances to assure resolution and reduce future occurrences.

4. Demonstrated ability to provide group facilitation and inter-group problem solving skills.

5. Experienced and skilled with conflict resolution.

6. Skilled in education and training with ability to engage others.

7. Ability to serve as a role model and champion of patient centeredness and service excellence.

8. Possesses computer skills for aggregation and analysis of data with ability to create professional presentations.

9. Skilled at building relationships and promoting engagement to advance goals.

Monitor and analyze patient experience metrics (e.g. HCAPS, Press Ganey) and collaborate with leadership to develop action plans for improvement.

Facilitate staff training and development on service excellence standards.

Lead the Patient & Family Advisory Council (PFAC).

Partner with clinical and non-clinical teams to implement evidence-based practices to improve patient experience.

Additional training and/or certification in patient experience desired.

United States of America (Exempt)

405 UH Quality Management

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.