Manager - Patient Experience - Baton Rouge

Ochsner Health; Baton Rouge (LA); On-site; USD 65,000 - 90,000; Full time

Job summary

Ochsner Health in Baton Rouge seeks a patient experience and training leader to guide leaders across the organization in developing and delivering training programs. You will plan, organize, and improve training functions and partner with leaders to build a sustainable culture that promotes accountability and top‑quality patient outcomes.

This role requires a bachelor’s degree in communications, sociology, or psychology and at least three years in patient relations or customer service.

Qualifications

• Bachelor’s degree in communications, sociology, psychology or related field required.
• Experience in patient relations or customer service preferred.
• Ability to work with leaders to improve patient experiences.

Responsibilities

• Review and audit patient contacts in database to ensure regulatory compliance.
• Participate in regulatory surveys and perform gap analysis of patient rights.
• Collaborate with teams to implement action plans and monitor compliance.
• Advise patient relations team and leadership on resolving issues.
• Oversee grievance management involving potential litigation.
• Arrange patient meetings with providers and administrators.
• Communicate with patients, families, providers, and administrators.
• Represent the organization at conferences to enhance reputation and patient satisfaction.
• Analyze and report patient relations data to departments and committees.
• Educate staff on patient relations best practices.

Skills

Computer skills

Verbal & written comms

Interpersonal skills

Empathy & judgment

Analytical thinking

Flexible schedule

Education

Bachelor’s degree in communications, sociology, psychology or related field

Job description

Exceptional care starts with exceptional people.

For us, this is more than a job– it’s a calling. It’s waking up each day, looking for ways to make a difference with a compassionate, inclusive and talented team. Ochsner empowers you to discover your passion, reach your potential, and Pursue Your Purpose. Exceptional care starts with exceptional people and teams. Together we are leading the way.

This job provides guidance to leaders within the organization regarding patient experience and employee engagement. Responsibilities include managing, planning, and organizing all training program functions including program development, training development and individual guidance. Partners with and serves his or her respective leaders to help build a sustainable culture that promotes accountability, fosters innovation, and consistently delivers a great patient experience and best quality outcomes over time. The ultimate goal is to empower leaders through evidence-based tools (to be measured through accountability metrics such as HCAHPS and employee engagement scores). May manage numerous projects aimed at improving the patient experience.

Education

Required -Bachelor’s degree in communications, sociology, psychology or related field.

Work Experience

Required -3 years experience in direct patient relations or customer service.

Knowledge Skills and Abilities (KSAs)

• Proficiency in using computers, software, and web-based applications.
• Effective verbal and written communication skills and ability to present information clearly and professionally to varying levels of individuals throughout the patient care process.
• Excellent interpersonal skills.
• Ability to be empathetic, patient and possess good judgment.
• Strong analytical and problem-solving skills.
• Ability to work a flexible schedule (e.g. 24/7, weekend, holiday, on call availability).

Job Duties

• Reviews and audits patient contacts in database (Feedback Monitor Pro) to maintain compliance with all applicable regulatory guidelines.
• Participates in all regulatory surveys, as appropriate and performs ongoing gap analysis of patient right regulations.
• Works with appropriate teams to initiate action plans to resolve any discrepancies and monitors action plans for compliance.
• Acts as an advisor for the patient relations team, department staffand leadership in resolving patient relations issues.
• Oversees management of grievances involving threat of litigation.
• Arranges patient meetings with providers and administrators as needed.
• Supervises communication with patients, families, providers and administrators for patient relations departments.
• Represents the organization in a professional and positive manner at conferences and meetings to enhance both the organization’s reputation and patient satisfaction and participates in professional organizations for patient experience enhancement.
• Analyzes and reports out on patient relations data to various department and committee meetings.
• Educates and trains staff on any best practices, as it relates to patient relations.
• Performs other related duties as required.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.

This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns.

The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Physical and Environmental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid.
There is no occupational risk for exposure to communicable diseases

Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste. The risk level of exposure may increase depending on the essential job duties of the role.

Ochsner is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any legally protected class, including protected veterans and individuals with disabilities.