Senior Patient Experience Manager/Registered Nurse

The Senior Patient Experience Manager will have oversight and support multiple sites. You will be responsible for managing locations, coordinating, and directing all patient experience activities in collaboration with unit leadership in order to improve patient satisfaction scores.

You will also monitor all matters relating to account patient satisfaction initiatives in order to assure highest client and customer satisfaction levels and account retention, strong employee relations, achievement of financial goals, and future business growth plans.

G REAT FIT FOR A REGISTERED NURSE!!!

Key Responsibilities :

Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance

Maintains and supports client satisfaction at a level that ensures account retention

Assists in developing, customizing, and / or monitoring a department / unit patient satisfaction action plan to meet each account’s needs

Increases regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success

Conducts frequent on-site audits of high incentive / high risk accounts to confirm implementation of Compass One patient satisfaction strategies

Connects with National Director, Patient Experience and the other Regional Patient Experience Managers regularly to discuss obstacles, national trends, national efforts, region goals, and progress

Assist with Sales VP and / or Sales Directors in the bid and selling process as required

Visit selected priority accounts on a regular basis to ensure that a sharing and exchange of ideas and experiences occurs

Assists in the HR planning process to support implementation of strategies and tactics including proper staffing levels

Interviews and assists in the selection of on-site Patient Experience leaders

Works with on-site management team to develop the region's patient satisfaction plan for customer service initiatives and ensures its successful implementation

Coaches and evaluates on-site Patient Experience Managers; provides continuous feedback on performance and applies appropriate developmental tools to assist in their individual growth

Preferred Qualifications :

Multi-unit experience

Bachelor’s Degree in healthcare administration, hospitality, hotel and restaurant, and / or business or equivalent combination of education and experience

5-7 years experience in nursing with service-oriented operations; hospitality and / or healthcare experience preferred - REGISTERED NURSE would be ideal

Leading patient experience initiatives strongly desirable

Good coaching and on the job training skills required

Excellent organizational skills and ability to multi-task essential

Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook

Exhibits initiative, responsibility, flexibility and leadership

Fiscal and budgetary skills