Manager Patient Experience - Patient Relations

CHRISTUS Health; San Marcos (TX); Hybrid; USD 80,000 - 110,000; Full time

Job summary

CHRISTUS Health in Texas is seeking a Manager of Patient Experience to drive patient-centered initiatives across the hospital. You will lead data-driven improvements, analyze surveys and grievances, and collaborate with diverse departments to enhance care delivery and patient satisfaction.

The role requires a Bachelor's degree and at least three years of related experience in healthcare or process improvement, with strong communication and leadership skills.

Qualifications

• Bachelor's degree required.
• 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.

Responsibilities

• Meets expectations of the applicable OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders.
• Manages the hospital program to achieve excellent patient experience in all areas; utilizes improvement programs and analyzes surveys, complaints, and grievances to achieve outcomes.
• Collaborates with departments to implement initiatives designed to improve patient experience through behavior change, process improvement, or environmental factors.
• Accountable for measurable improvements in patient experience satisfaction measures and CHRISTUS targets.
• Liaises with staff on problem investigation, resolution, response, and prevention from data derived from surveys, complaints, and grievances.
• Provides education to staff on complaint management, patient rights, and customer service.
• Leads multi-disciplinary teams to manage patient experience initiatives.

Skills

Customer service

Process improvement

Communication skills

Education

Bachelor's degree

Job description

Summary:

In a High-Reliability Organization, the Manager of Patient Experience is responsible for the implementation of initiatives to drive behavior change, process improvement and environment changes based on patient experience data, to optimize care delivery, and achieve best-in-class patient satisfaction. The Manager will utilize data from patient engagement surveys, complaints, and grievances to implement process improvement in the hospital to meet national metric benchmarks for patient experience in the hospital.

Responsibilities:

• Meets expectations of the applicable OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders.
• Manages the overall hospital program to achieve excellent patient experience in all areas; utilizes improvement programs based on identified patient experience needs; analyzes and interprets surveys’ works with directors, managers, and front line Associates to achieve desired outcomes; reports regularly at departmental meetings, hospital and medical staff committees and service lines.
• Works in collaboration with departments in developing and implementing initiatives designed to improve the patient experience either through behavior change, process improvement, or environmental factors.
• Accountable for making measurable improvements in patient experience satisfaction measures and achievement of CHRISTUS targets and goals with respect to patient opinion and services.
• Collaborates with administrative, medical, nursing, ancillary, and legal/risk management staff on problem investigation, resolution, response, and prevention from data derived from surveys, complaints, and grievances.
• Serves as the liaison for patient complaints and grievances and manages the program to meet the regulatory requirements for complaints and grievances documentation and response for the hospital.
• Provide education to staff on complaint management, patient rights, and customer service.
• Resource for leadership in the hospital for patient satisfaction surveys, complaints, and grievances for process improvement around the patients’ and families' experience.
• Leads and participates in multi-disciplinary teams to manage initiatives related to the patients' experience.
• Demonstrates organizational agility to keep patient experience initiatives moving forward.
• Facilitates patient experience with hospital and unit-based action plans.
• Presents to various audiences ranging from patient experience modules for Associates to presentations for hospital leadership.
• Works with evidence-based and HRO performance improvement techniques to proactively implement systems (people, processes, and technology) to enhance the customer’s experience.
• Must have excellent communication skills (written, verbal, and listening).
• Must have excellent interpersonal and organizational skills.

Job Requirements:

Education/Skills

• Bachelor's degree required

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

Licenses, Registrations, or Certifications

• Certified Professional in Patient Experience (CPXP) preferred

Work Schedule:

8AM - 5PM Monday-Friday

Work Type:

Full Time