Job Description

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Day Shift - 7.5 Hours (United States of America)

A Patient Experience Manager is responsible for enhancing patient satisfaction and ensuring a positive healthcare experience through strategic initiatives and effective communication. Manages the Patient Relations Department while reporting directly to the VP of Quality. Systematically assesses concerns of patients and visitors. Uses assessment data to identify problems and facilitate the resolution of problems. Directs patient rights efforts that are mandated by law. Develops and implements best practice standards to follow up on concerns and complaints brought forward by consumers both internal and external.

Completes qualitative assessments throughout the entire organization to maintain a continuous pulse of the experiences of the patients and their caregivers. Partners with members of management and the front-line staff to enhance the environment of healing. Oversee regulatory aspects of the Patient Relations Department to ensure all standards are maintained. Elevates the level of performance and tracks key performance indicators to ensure that all patient relation and experience goals are achieved. Comfortable in addressing healthcare regulations both internally in relation to the organization and externally with accrediting organizations. There is an oversight of departmental operations and personnel function in assisting the Vice President of Quality. Can assist in periods of high patient volume or other departmental need as assigned by the VP of Quality or AVP of Quality.

Job Description Summary

Key Responsibilities

• Develop and Implement Strategies: Create and execute strategies to improve patient satisfaction scores across all touchpoints in the patient journey, from initial contact through post-care follow-up.
• Monitor Feedback: Collect, measure, and analyze patient, family, and staff feedback to identify areas for improvement in service delivery.
• Training and Development: Coordinate role-based training programs to enhance patient interaction skills among healthcare staff.
• Patient Advocacy: Act as a liaison between patients and healthcare providers, ensuring that patient needs and preferences are communicated effectively.
• Conduct Surveys and Focus Groups: Oversee the management of patient experience surveys and facilitate focus groups to gather direct input on patient needs and experiences.
• Policy Development: Lead the development of policies and procedures that support a patient-first culture within the organization.
• Special Projects: Spearhead initiatives aimed at addressing specific patient experience issues, such as improving wayfinding or reducing wait times.

Required Qualifications

Education: A Bachelor's Degree in Healthcare Science, Business, or Communication from an accredited college/university

Experience: Generally, 5 years of experience in a related area is required, with 1-3 years of supervisory experience preferred. Experience in healthcare management or patient experience roles is highly beneficial.

• Able to work with diverse clinical, ancillary and administrative leaders and front-line staff teams to achieve the goals of the department and organization.
• Experience with project coordination, facilitation and leadership.
• Prior Patient Experience required.

Preferred certifications

• MBA-HC, MBA, MHA or MPA
• CPXP Designation
• Certificate in Patient Experience
• Certificate in Patient Advocacy

Skills and Competencies

Communication Skills: Strong verbal and written communication skills are essential for interacting with patients and healthcare staff.

Analytical Skills: Ability to analyze patient feedback and data to inform service enhancements.

Empathy and Compassion: A deep understanding of patient needs and the ability to foster a supportive environment.

Leadership: Proven leadership skills to manage teams and drive initiatives that enhance patient experience.

Salary Range: $90,000 - $110,000 / annualized

Schedule: Monday - Friday 8:30am - 5pm

Employment Non-Discrimination: Richmond University Medical Center is committed to equality of opportunity in all aspects of employment and provides full and equal employment opportunities to all employees and potential employees without regard to race, color, national origin, religion, gender identity, sex, sexual orientation, pregnancy, childbirth and related medical conditions and needs including lactation accommodations, physical or mental disability, age, immigration or citizenship status, veteran or active military status, genetic information, or any other legally protected status.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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