STATEMENT OF VALUES:

Cooper Green Mercy strives to be THE choice for health care in our community. We honor this commitment by embracing our core values of:

• Kindness,

• Inclusion,

• Cleanliness, and

• Attention to Detail.

GENERAL SUMMARY

The Manager of Patient Experience is responsible for developing, implementing, and leading patient experience projects and activities for Cooper Green Mercy Health. This role will develop and implement systems to improve the ambulatory patient experience and engagement. With direction from Group Practice and Operational leadership, this position supports, coordinates, and executes initiatives to enhance the Cooper Green strategy to become a top performing health system for patient experience and engagement. The Mgr-Patient Experience serves as a content expert and leader for patient experience and engagement.

KEY RESPONSIBILITIES

• Serves as a subject matter expert for Cooper Green Mercy Health Patient Experience.
• Creates strategy and implements plans to improve the Cooper Green Mercy Health experience.
• Works collaboratively with organizational leaders, staff, and physicians to assist in implementation efforts.
• Identifies industry-wide best practices related Patient Experience improvement efforts.
• Analyzes and interprets patient experience data to identify trends, successes, and opportunities for improvement.
• Assists in tracking patient experience projects and activities for Cooper Green Mercy Health.
• Coordinates and supports patient experience improvement teams and committees.
• Rounds on patients and teams to learn patient experience best practices and opportunities for improvement.
• Creates patient experience journey maps and patient experience blueprints.
• Assists with teaching and training teams on patient experience tools, tactics, and strategies.
• Oversees the Patient Experience Team.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

Required:

·Bachelor's degree in Healthcare Administration, Business Administration, Nursing, Public Health, Communications, or a related field required.

·Master's degree in Healthcare Administration (MHA), Business Administration (MBA), Nursing, or a related field preferred.

·Minimum of 5 years of progressive healthcare experience, with at least 2 years of leadership or management experience in patient experience, customer service, healthcare operations, quality, or a related area.

·Experience leading patient experience initiatives, service excellence programs, or patient satisfaction improvement efforts.

·Knowledge of patient satisfaction measurement tools and survey methodologies

·Knowledge of healthcare regulations and standards related to patient rights, grievances, and customer service.

·Demonstrated ability to analyze data, identify trends, and implement performance improvement initiatives.

·Strong leadership, communication, conflict resolution, and relationship management skills.

·Proficiency with Microsoft Office applications, reporting tools, and healthcare information systems.

Preferred:

·A Board-Certified Patient Advocate (BPCA) certification is preferred.

·Ability to interpret notes written in an electronic health record system.

·Certified Patient Experience Professional (CPXP) certification.

·Experience in a multi-site healthcare system.

·Experience with Lean, Six Sigma, or other performance improvement methodologies.

·Experience managing departmental budgets and strategic initiatives.

WORK ENVIRONMENT

This role will be on-site, in an office setting. While this role will sometimes take place in an office setting, which requires sitting, there will also be times where walking, bending, stooping, pushing, pulling, and lifting up to 50 lbs.

SALARY RANGE

$73944.00-$120161.60 annually