Manager, Patient Experience

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Overview

Patient Experience encompasses the range of interactions patients have with the health care system, including care from health plans, doctors, nurses, staff in hospitals, physician practices, and other health care facilities.

The Patient Experience Manager will assist the Department Head in collecting, tracking and analyzing service excellence trends for optimizing service outcomes. The Manager will assist in communicating hospital wide progress on services and patient relation initiatives to all relevant team members.

Responsibilities

• Has oversight of all One Brooklyn Health sites and Patient Experience Representatives daily rounding
• Assist Department Head in preparation of high level reports, submit department reports and demonstrate interpersonal and communication skills, both verbal and written, for all hospital groups; board members, medical staff, hospital associates, patients, families, and the community.
• Responsible for reviewing Patient Experience Representatives Complaints and Grievances in Access database and proofing all Grievance letters
• Prepares quarterly Grievance Committee report
• Manage daily work flow of Patient Experience Supervisors and Representatives.
• Coach, mentor, provides feedback to improve service excellence from Patient Experience Representatives
• Manager will assist in collecting, tracking and analyzing data of HCAHPS from vendor database
• Assist Department Head to create educational programs promoting patient centered care
• Actively participate on interdisciplinary team rounding
• Assist with management follow-up and communication related to patient complaints / grievances / concerns
• Responsible for monitoring lunch schedules, vacation time and sick calls
• Will assist overseeing department and are not limited to additional responsibilities.
• Expected to cross-train and / or attend meetings throughout all OBHS locations.
• All other duties as requested.

Qualifications

Education :

Experience

Knowledge And Skills

Physical Requirements

One Brooklyn Health is an equal opportunity employer, it is our policy to provide equal opportunity to all employees and applicants for employment without regard to race, color, religion, national origin, marital status, military status, age, gender, sexual orientation, disability or handicap or other characteristics protected by applicable federal, state, or local laws.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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