PATIENT EXPERIENCE OFFICE MANAGER

Compensation Disclaimer

Compensation for this role is based on a number of factors, including but not limited to experience, education, and other business and organizational considerations.

Department: Patient Experience Office

FTE: 1.00
Full Time
Shift: Days

Position Summary:
The Patient Experience Manager is directly responsible for, coordinating and executing the implementation of the UNM Health System’s patient experience strategic plan. This includes strategies, initiatives and standards to continually enhance the care experience of our patients and families to promote loyalty to the system.

Responsibilities to include:
1. Provide strategic direction and leadership to accomplish results in all patient experience areas by development of programs, methods and initiatives to influence employee engagement and well-being

2. Consult and work closely with organizational leadership, administration, department leaders, patient experience stakeholders and staff to implement programs relating to patient experience goals. 3. Provide coaching, consulting and training on evidence based best practices to employees and physicians at all levels of the organization

3. Operationalize patient experience tactics and best practices including but not limited to AIDET, Commit to Sit, Patient and Family Journey Mapping, Leader Rounding, Bedside Shift Report, etc

4. Work in partnership within all entities across the Health System to share and educate on the concepts of patient and family engagement, quality and safety, patient experience and patient relations

5. Able to demonstrate excellent communication and presentation skills along with the ability to influence the work of teams. Ensure adherence to Hospitals and departmental policies and procedures. No patient care assignment

6. Working knowledge of CAHPS and other patient experience surveys/metrics and CMS guidelines regarding the recording and utilization of patient experience results

Detailed responsibilities:
* MANAGE - Manage large scope, highly complex projects, diverse workgroups, data gathering and reporting with organization-wide visibility and impact; demonstrate ability to function independently using strong time management and organizational skills
* SERVICE RECOVERY - Seek innovative cost effective methods of dealing with patient services including coordination and implementation of service recovery systems
* ADMINISTRATION - Perform various administrative functions such as monitoring expenditures and preparing reports and correspondence; may participate in a variety of research projects to develop service plans; may propose changes to program policies and procedures
* DEVELOPMENT - Enhance professional growth and development through participation in educational programs, reading current literature, attending in-services, meetings and workshops
* LEADERSHIP - Provide system-wide leadership, effective management and education in the area of mapping patient experience; act as resource to the organization in relation to evidence-based practices as related to patient experience; work as internal consultant to develop and guide the progress of patient experience initiatives; provide direction and counsel to executive leaders in the area of patient and employee engagement and service excellence; works with and is able to act as a team facilitator and demonstrate project management skills
* RESOURCE - Functions as CAHPS (Hospital, Outpatient and Clinical Group) subject matter expert of patient experience related data, resources, survey administration and information
* TRAINING – Conducts engaging training classes, real-time learning labs, validation labs as needed in support of key initiatives; design and develop implementation plans, accountability and training resources to meet the needs of effective deployment of best practice in patient care and CAHPS throughout the organization; in collaboration with Human Resources, orients new leaders to Leading to Excellence standards for patient, family, employee and physician satisfaction
* DIRECTION - Work with departments to identify and design opportunities for system-wide improvement to drive excellence. Provide strategic direction and oversight for patient experience improvement initiatives throughout the health system. Develop targeted coaching plans and improvement goals to improve results; partners with any external consultants related to patient experience and service excellence or employee/physician engagement and is able to demonstrate collaboration
* CONSULTANT - Consult with unit directors and managers to establish processes resulting in improved outcomes and to identify areas for improvement. Evaluate departments to assist in identification of compliance with strategies of patient care, service excellence, and CAHPS strategies. Provide feedback and direction for identification and promotion of behaviors consistent with improved patient satisfaction outcomes
* CONSULTANT - Consult with internal and external customers on data quality issues. Participate in departmental task forces and committees related to data management
* LIAISON - Coach on the survey process and results. Function as a liaison and resource to other departments, create and maintain performance improvement dashboards; provides direct feedback to management regarding implementation of process changes to achieve and sustain patient experience best practices; identifies resistance to barriers to change and addresses issues appropriately
* GOALS - Support the tracking and trending of service related outcomes, identify opportunities for improvement, recommend and implement solutions to achieve improved patient experience performance goals and patient/staff engagement; direct and oversee effectiveness of teams to meet established patient experience goals. Aid in the development and achievement of department goals and objectives that are consistent with the mission and vision
* EVALUATE - Evaluate results to identify opportunities for improvement in customer satisfaction and patient experience. Provide recommendations, action plans, and timelines for improvement. Collaborate with leaders to review results and develop division strategies for improvement in employee performance; assess employee engagement and physician satisfaction as related to patient experience; establishes patient experience/engagement scorecard, employee engagement scorecard by facility, and reports quarterly to senior leadership

Qualifications

Education:
Essential:
* Master's Degree
Education specialization:
Essential:
* Related Discipline

Experience:
Essential:
3 years directly related experience Proficient in the use of Microsoft Office and database applications Advanced analytical, communication and problem-solving skills

Nonessential:
5 years healthcare experience 1-3 years’ experience leading teams in hospital/healthcare environment Performance Improvement methodologies, tools, systems including LEAN Methodology and IHI Model for Improvement Bilingual English, Spanish

Credentials:
Essential:
* Not Applicable/Not Required
Nonessential:
* Certified Patient Experiece Professional

Physical Conditions:
Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Working conditions:
Essential:
* No or min hazard, physical risk, office environment
* Subject to an annual contract and performance appraisal