Easter Seals Jobs

Description

Summary:

The Manager of Patient Experience performs a wide variety of duties to ensure that patient satisfaction is promoted, patients� needs are addressed, staff is educated in customer service and, through the hospital�s Performance Improvement process, opportunities for improvement in customer satisfaction are identified and addressed.**

Responsibilities:

• Oversees day-to-day operations within span of control, resolving problems as necessary, and ensuring that operations are efficient, compliant, safe, and of the highest possible quality. Optimizes management structures and workflows within span of control to continually improve quality and efficiency.

• Develops policies and procedures to support interventions and goals in collaboration with the hospital President and NDH Board in meeting these goals. Collaborates with physicians, management and staff to identify trends in performance best practices and barriers to success.

• Leads and monitors targeted patient experience initiatives. Collaborates and coach�s hospital leaders, department managers, and frontline staff to implement evidence-based strategies to improve the patient experience.

• Synthesizes patient experience performance and feedback from a variety of sources to assist with analysis and program development for a successful program. Responsible for measuring overall patient experience team progress and effectiveness at various hospital leadership committees.

• Develops and implements a strategic plan to create and maintain a culture of customer service. Exhibits problem-solving skills in both routine and emergency situations. Consistently demonstrates patient experience skills by placing patient perception concerns first.

• Coordinates employee, individual team and department recognition of patient experience excellence through use of internal recognition programs.

• Creates and develops programs and teaching plans which meet the staff needs in relation to patient experience. Educates all hospital orienteers to Report of Concern process and Patient Bill of Rights in a monthly house-wide orientation. Evaluates success of the programs in meeting objectives of Patient Experience education.

• Establishes and maintains patient complaint tracking system which supports the Performance Improvement Program and hospital leadership in compliance with CMS, TJC and NYS DOH regulations.

• Logs into Patient Call Manager (PCM) daily to access patient list, reviews patient discharge in Cerner to determine any specialized question groups, performs discharge call-back according to PSM script/specialty and answers patient questions regarding discharge instructions/plan and escalates issues/concerns to appropriate departments.

• Rounds daily to all inpatient units for discharge list, reviews patient discharge in Cerner to determine and schedule follow-up appointments, documents appointments in Cerner and reviews appointments with patient�s Primary Care Nurse.

• Comply with all Nuvance Health and affiliate policies and ensure compliance with all applicable law and regulation.

• Maintains contemporary professional knowledge and education.

• Demonstrates regular, reliable and predictable attendance.

• Manages NDH Volunteer Coordinator.

• Performs other duties as required.

• Maintains and Models Nuvance Health Values.

Other Information:

• *Action and Results-Oriented: *Ability to establish key goals, drive and track results among multiple decision-makers and stakeholders and meet deadlines in a fast-moving environment. *

• Political Savvy and Diplomacy:

• Ability to maneuver through complex, politically charged situations and understand the dynamics and culture of the organization.

• Ability to anticipate problems and negotiate solutions with peers and senior leadership and other key stakeholders.

• Ability to Build Relationships Through Integrity and Trust:

• Ability to quickly gain the trust and respect of others, drive collaboration, build a teamwork environment, search for the win/win scenarios.

• Influencing Skills: Ability to lead an organization using influence, rather than possessing direct authority of others, being sensitive, yet direct in both verbal and written communications.

• Managing Complexity: Ability to lead and drive results in a complex organization, achieving alignment between often conflicting priorities, initiatives and people.

*Education and Experience Requirements: *

**

• Bachelor's Degree required. Master's Degree preferred

• 2 years of experience in a customer service focused role required (leadership experience preferred)

• NYS Registered Nurse license preferred

• Guiding objective improvements in reliability in complex service or product delivery environs that directly impacts internal and external experience. Experience in influencing diverse segments of previous organization without formal oversight and evidence of a pivot into sustainability and iterative work. Prior roles could include director/ manager / coordinator of customer loyalty, employee engagement, organizational learning or direct operational oversight where culture change resulted in objective outcomes improvement.**

• Organizational development, psychology, social work, nursing, nursing professional development, anthropology, engineering, sociology, or related education and/or experience that deepen understanding of culture change and change management are highly valued.**

**

Minimum Knowledge, Skills and Abilities Requirements:

• Knowledge of Excel, Word and database applications.

• Knowledge of how to work successfully within a matrixed reporting environment.

Working Conditions:

Manual: Little or no manual skills/motor coord & finger dexterity

Occupational: Little or no potential for occupational risk

Physical Effort: Medium to Heavy effort. May exert up to 35 lbs. force

Physical Environment: Generally pleasant working conditions

Company: Putnam Hospital Center

Org Unit: 1095

Department: PT Relations Programs

Exempt: Yes

Salary Range: $40.43 - $75.10 Hourly

We are an equal opportunity employer

Qualified applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other classification protected under applicable Federal, State or Local law.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation or our business. If you believe you require such assistance to complete this form or to participate in an interview, please contact Human Resources at 203-739-7330 (for reasonable accommodation requests only). Please provide all information requested to ensure that you are considered for current or future opportunities.