Patient Experience Manager

• Partners collaboratively with all levels of hospital leadership to plan, develop and act as a resource for programs and processes to ensure the highest patient & family engagement, and employee engagement in the patient experience. Oversees project goals and outcomes and effectively communicates with team, sponsors, and executive leadership.
• Works with senior leadership team and system patient experience team to develop annual plan to ensure short and long-term objectives are met to improve the patient experience initiatives to meet hospital goals.
• Monitors national trends and develops hospital priorities.
• Collects, tracks, and analyzes data to identify trends and opportunities for optimizing services outcomes.
• Effectively develops teaching and training materials for learners as needed.
• Acts as internal liaison to survey vendor and UH Quality Institute in regards to Patient Experience.
• Collaborate with patient advocacy staff to ensure regulatory compliance and employment of national best practices, and integration of complaint and grievance data into quality improvement initiatives.
• Acts as staff liaison for Patient and Family Advisory Council.
• Leads team of patient experience liaisons who provide additional support to bedside caregivers to help drive patient experience initiatives.

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

• Bachelor's Degree (Required) and
• Master's Degree (Preferred)
• Registered Nurse (Preferred)

• 5+ years of professional and relevant experience, inclusive of 3 years demonstrated management experience (Required)

• Proficiency in PC (Word, Excel, Outlook, PowerPoint), office equipment, clinical equipment (Required proficiency)
• Excellence in time management, multi-tasking and interpersonal skills are a must. (Required proficiency)
• Critical thinking skills, decisive judgment and ability to communicate effectively and work collaboratively. (Required proficiency)

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely 20 lbs
• Carrying Rarely 20 lbs
• Pushing Rarely 20 lbs
• Pulling Rarely 20 lbs
• Climbing Rarely 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

• 10%

Lake Health