Job Description

The Senior Manager, Patient Experience works in collaboration with Director of Patient Experience and Advocacy and under the direction of the Senior Director of Quality and CWMC Leadership to establish standards and targets to drive cultural change and improvement practices that enhances the overall patient and family experience.

In collaboration with the Director of Patient Experience and Advocacy works closely with VP of Operations, CNO, Service Line Directors, Unit Directors and clinical staff to develop strategies and implement initiatives to improve overall outcomes in patient experience and satisfaction.

The Sr Manager of PX will work collaboratively with the clinical team members, physicians, administrators, and others to support clinical and non-clinical areas in consulting, planning, development, implementation and evaluation of a comprehensive patient and family experience improvement strategy for Crestwood Medical Center. Additionally, they will work with clinical areas and the leadership team to ensure that the organization is in a constant state of readiness while implementing patient experience tactics, improvements, behaviors and best practices to improve the overall patient experience.

Responsibilities

Additional Skills/Abilities

• Demonstrates effective performance improvement and/or project manager
• Excellent interpersonal skills and ability to facilitate, consult, research and educate at all
• Understands and has the ability to translate and interpret patient survey data as a tool to enhancing the patient experience.
• Proven experience in behavioral coaching and
• Demonstrated leadership skills and the ability to coach, mentor, educate, motivate employee teams and counsel effectively.
• Effective in building relationships and gaining credibility throughout the health
• Proven process improvement
• Strong analytical skills are required to dissect information and data obtained from CAHPS and patient satisfaction surveys with the ability to effectively communicate results to all staff and develop process improvement strategies for nursing units and organizationally are a must.
• Good stand-up and solid presentation skills are
• Must be comfortable before large groups and effective in communicating information and new
• Ability to effectively speak publicly to frontline, physician & executive levels a
• Knowledge and expertise in superior/quality patient service, patient safety, and patient/family centered care, CAHPS and evidence-based best practices.

Written and oral communication skills, demonstrated computer proficiency, particularly in Microsoft Word, Excel, PowerPoint & Outlook, Survey Vendor database, and strong organizational skills.

Qualifications

Education Required

Bachelors degree in Communication, Biology, Public Health or Healthcare degree

Experience

Minimum of 3-5 years in patient experience, safety, quality and/or culture change.