Manager Patient Experience - Patient Relations at CHRISTUS Spohn Health System

Summary:

The Manager Patient Experience serves as a system champion to promote a consistent, enterprise-wide culture of service excellence, compassion and accountability across all CHRISTUS Health which embraces and delivers an exemplary patient, Associate and visitor experience that positively impacts outcomes. This Manager is an integral member of the system Patient and Associate Experience leadership team and is focused on developing patient and family-centered care as well as developing and implementing patient experience strategy, best practices and related training.

Responsibilities:

• Supports senior executive leadership in the development of system strategy for Patient and Associate Experience
• Provides oversight of key Patient and Associate Experience metrics including the development of annual goal and key performance indicators for patient experience and associate experience
• Provides Patient Experience results for key system reports, such as the scorecard and yearly review documents
• Manages contractual relationships with designated experience measurement vendors, such as Press Ganey
• Provides oversight of system-level operations for patient and Associate surveying and reporting of data
• Serves as a content expert and resource to help lead, facilitate and/or teach
• Serves as the liaison to international markets on related matters
• Plans and coordinates a year-round schedule of training meetings to engage leaders, Associates, and physicians in improvement of the patient and Associate performance in clinical and administrative settings, as well as the system office
• Reasonable for ensuring Associate education and training meet patient performance objectives
• Works closely with cross-functional departments leading efforts to improve patient and associate experience
• Develops training materials, presentations and other deliverables, as needed
• Other duties, as assigned

Requirements:

A. Education/Skills

• Bachelor's degree required.

B. Experience

• 3 years of education, customer service, or process improvement experience required.
• Experience in leading and managing multi-functional teams to improve processes.
• Experience in using both qualitative and quantitative consumer information to drive customer satisfaction.
• Experience in healthcare setting required.

C. Licenses, Registrations, or Certifications

• Certified Professional in Patient Experience (CPXP) preferred.

Work Schedule:

Varies

Work Type:

Full Time

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