Patient Experience Administrator

Mary Free Bed Summary

We have the great privilege of helping patients and families re-build their lives. It’s extraordinarily meaningful work and the reason we greet the day with optimism and anticipation.

When patients Ask for Mary, they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them.

This is true of every employee, from support staff and leadership, to clinicians and care providers.

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs.

With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes.

The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care.

Mission Statement

Restoring hope and freedom through rehabilitation.

Employment Value Proposition

At Mary Free Bed, we take pride in our values-based culture :

• Diversity, Equity, and Inclusion. Our Commitment to providing an inclusive environment for patients, families, staff, and community, through embracing Diversity, Equity, and Inclusion T.O.G.E.T.H.E.R.
• Focus on Patient Care. A selfless drive to serve and heal connects all MFB employees.
• Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.
• Family Culture. We offer the stability of a large organization while nurturing the family / team atmosphere of a small organization.
• Trust in Each Other. Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.
• A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.

Summary

The Patient Experience Administrator is responsible for overseeing and enhancing the overall patient experience across all of Mary Free Bed.

This leader will work collaboratively with system leaders to standardize MFB’s customer service standards, provide learning opportunities and consultation needed to successfully resolve patient concerns, and create a venue to share ideas, examples, and best practices as it relates to patient experience.

This role involves developing and implementing strategies to improve the patient experience by providing social / recreational / therapeutic activities outside of scheduled therapies, addressing / resolving patient concerns, and fostering a culture of respect, empathy, and patient and family centered care.

The Patient Experience Administrator will work closely with clinical and non-clinical teams to ensure that every interaction contributes positively to the patient's journey towards hope and freedom.

Essential Job Responsibilities

Strategy Development : Design and implement a comprehensive patient experience strategy that aligns with the organization's mission, vision, and values and abides by standards and regulations outlined by external agencies including the Centers for Medicare and Medicaid Services, The Joint Commission, and CARF.

This leader will collaborate with other leaders to set measurable goals for patient satisfaction and regularly monitor progress.

Patient Events and Activities : In collaboration with other departments, including volunteer services, pastoral care and recreational therapy, creates a meaningful series of events and activities for patients and families that reinforce rehabilitation goals while also enhancing the patient experience at a Mary Free Bed location.

A specific focus will be expanding activities for patients and family members outside of scheduled therapies, including, but not limited to, evenings and weekends.

Engagement : Collaborates with others within the Quality, Risk and Performance Improvement Department to serve as a point of contact for patient feedback and concerns.

Creates an open and honest communication process between MFB and patients / families to ensure that patients / families are included and engaged in the care process and their voices / concerns are heard.

Maintains dignity and respect for all patients as they share their concerns.

Quality Improvement : Analyzes patient feedback data, including surveys, focus groups, and other feedback mechanisms, to identify areas for improvement.

Collaborates with healthcare providers and staff to develop improvement projects that enhance the patient experience.

Training and Development : In collaboration with other leaders, conducts training sessions for leaders, providers, and staff on patient-centered care, effective communication, crucial / difficult conversations, customer service, and empathy.

Hardwires Mary Free Bed processes, structures, and responses related to patient experience. Develops educational opportunities, resources, and tools to support staff in delivering exceptional patient experiences.

Collaboration : Works closely with clinical teams, administration, patient family advisory councils (PFAC) and support services to ensure a seamless and positive patient journey.

Partners with marketing and communication teams to promote patient experience initiatives internally and externally.

Compliance and Standards : Ensure that patient experience initiatives comply with relevant healthcare regulations and standards, including, but not limited to, the Patient’s Rights and Responsibilities, Non-Discrimination Act, American with Disabilities Act, and Affordable Care Act.

Able to maintain appropriate documentation related to patient rights and responsibilities, including compliance logs for complaints and grievances, and participate in all CMS / Joint Commission / CARF surveys.

Maintain up-to-date knowledge of industry trends and best practices in patient experience.

• Reporting and Analytics : Regularly reports on patient experience metrics to senior leadership. Use data-driven insights to recommend changes and improvements to policies and procedures.
• May be required to travel to system sites on occasion.
• Embrace Diversity, Equity and Inclusion, by :

Treating everyone with dignity and respect

Opening more doors to opportunities for underrepresented cultures

Growing talent and people

Evaluating and eliminating disparities

Taking action against injustices, bias and racism

Honoring our differences and how to collaborate

Educating staff, patients and the communities we care for

Restoring Hope and Freedom, together

Essential Job Qualifications

• Bachelor’s degree in healthcare administration, business, or a related field.
• Minimum of 3-5 years of experience in a patient experience, customer service, or quality improvement role within the healthcare industry.
• Valid driver’s license with no restrictions.
• Strong understanding of healthcare delivery systems and patient care processes.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to analyze data and translate insights into actionable strategies. - Demonstrated ability to lead and influence cross-functional teams.
• Empathy : Ability to understand and share the feelings of patients and their families.
• Communication : Strong verbal and written communication skills, with the ability to engage effectively with diverse audiences.
• Leadership : Ability to inspire and lead teams to achieve patient experience goals.
• Problem-Solving : Strong analytical skills with the ability to identify issues and develop effective solutions.
• Attention to Detail : Meticulous in reviewing feedback and ensuring every patient interaction is positive.
• Customer Service Responsibilities : Demonstrate excellent customer service and standards of behavior as well as encourage, coaches and monitors the same in team members.

This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.

Preferred Job Qualifications

• Master’s degree.
• Registered nurse, physical / occupational therapist, SLP or other clinical training.
• Certification or formal education on Communication, Crucial / difficult conversation, and / or customer service
• Experience with system wide education.

Physical Requirements for Essential Job Qualification

Levels :

• None (No specific requirements)
• Occasionally (Less than 1 / 3)
• Frequently (1 / 3 to 2 / 3)
• Majority (More than 2 / 3)

Remain in a stationary position :

Traverse or move around work location : Frequently

Use keyboard : Frequently

Operate or use department specific equipment :

Ascend / Descend equipment or ladder :

Position self to accomplish the Essential Functions of the role : Frequently

Receive and communicate information and ideas for understanding : Frequently

Transport, position, and / or exert force :

Up to 10 pounds :

Up to 25 pounds : Frequently

Up to 50 pounds : Up to 75 pounds :

Up to 75 pounds :

More than 100 pounds :

Other weight : Up to pounds

Other :

The above statements are intended to describe the general nature and level of work being performed by employees in this classification.

If you require a reasonable accommodation to perform the essential functions of this position, you must request accommodation in writing, within 182 days after you know or should know of the need for accommodation.

Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability, or other legally protected characteristic.

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