Patient Experience Manager

Saint Clare's Health; Denville (NJ); Vor Ort; USD 63.000 - 95.000; Vollzeit

Benefits dieser Stelle

401K retirement plan

Medical, dental, and vision coverage

Tuition reimbursement

Paid time off

Zusammenfassung

Saint Clare's Health is seeking a Patient Experience Lead to drive quality and service excellence across the system. You will analyze patient feedback, coach facilities, and implement improvements to raise CAHPS scores and overall satisfaction.

In this role, you will partner with regional leadership, develop training programs, monitor performance, and translate data into actionable plans that enhance patient experiences at all locations in the Morris, Warren, and Sussex counties.

Qualifikationen

• Experience consulting or coaching evidence-based best practiced in patient experience in a health care setting.
• Must have excellent communication and presentation skills – written and oral.
• Excellent interpersonal skills with the ability to interact with a wide variety of stakeholders.
• Ability to manage time and be a proactive self-starter.
• Ability to manage multiple projects and meet deadlines with strong organizational skills.
• Knowledge of CAHPS, reputation management and patient experience surveys.
• Strong computer literacy: Word, PowerPoint, Excel, Acrobat.
• Willingness to travel to all entity locations within the service area.

Aufgaben

• Serves as knowledge, quality and process expert on patient experience improvement.
• Acts as point of contact for facilities and responds to patient experience inquiries.
• Plans and provides training, coaching and validation in patient experience improvement.
• Prepares and presents reports on progress of facilities in meeting patient experience goals.
• Aids in monitoring, reporting and analyzing patient experience data to identify priorities.
• Serves as a change agent on patient experience and partners with directors.
• Develops tools and procedures to ensure positive patient experiences across the system.
• Interfaces with regional leadership to drive system performance.
• Applies evidence-based knowledge of performance improvement and survey instruments.
• Leads or participates in patient experience teams and improvement activities.

Kenntnisse

Patient experience

Communication

Interpersonal skills

Time management

Project management

CAHPS knowledge

MS Office

Travel willingness

Ausbildung

Bachelor’s Degree in Business, Healthcare or related field

Jobbeschreibung

Overview

At Saint Clare's Health, our dedicated team of professionals is committed to our core values of quality, compassion, and community. As a member of Prime Healthcare, Saint Clare's Health is actively seeking new members to join its award‑winning team!

Saint Clare's Health includes CMS 5‑Star Rated hospitals and is an award‑winning provider of safe, high quality, compassionate care, serving the communities of Morris, Warren and Sussex counties. Its network of hospitals and healthcare facilities include Denville Hospital, Dover Hospital, Behavioral Health Centers in Boonton, Denville, and Parsippany, and an Imaging Center in Parsippany, among other satellite locations. The hospitals have received multiple quality awards including Leapfrog “A” ratings for patient safety; Healthgrades recognition for orthopedic surgery, treatment of stroke, heart care, various surgical procedures, and more. For information, visit www.saintclares.com.

Responsibilities

Serves as knowledge, quality and process expert on patient experience improvement. Acts as point of contact for facilities and responds to patient experience inquiries related to measures, analysis, support and interventions. Plans and provides training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization. Communicates all requirements and commitments for each project. Prepares and presents both oral and written reports and presentations on the progress of the facilities in meeting their patient experience goals. Aids in monitoring, reporting and analyzing patient experience data in order to identify priorities and opportunities for improvement, and reporting on findings to key stakeholders. Serves as a change agent on patient experience. Partners with directors and other manager/coaches to establish and sustain patient experience strategic plan. Adopts a proactive approach to identify risk to plan success. Develops and organizes tools, processes and procedures that can be utilized across the system to ensure positive patient experiences. In collaboration with Regional Director, interfaces with key leadership constituencies to help drive system performance. Applies evidence‑based knowledge of performance improvement, survey instruments and methodology to work. Leads, facilitates, or participates in facility and facilities within region’s patient experience teams and improvement activities as assigned or approved by director. Supports other teams’ work in relation to patient experience outcomes, and supports integration of process improvements across system.

Qualifications

• Experience consulting or coaching evidence-based best practiced in patient experience in a health care setting
• Bachelor’s Degree in Business, Healthcare or a related field, preferred.
• Must have excellent communication and presentation skills – written and oral
• Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders to creatively solve problems, guide, and influence people.
• Must effectively manage time, and operate as a self‑starter by being proactive and assertive.
• Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.
• Requires knowledge of CAHPS, Reputation Management, and other such patient experience surveys in the public domain that impact public reporting and value‑based reimbursement.
• Strong computer literacy and software experience – Word, PowerPoint, Excel, Adobe Acrobat.
• Ability to travel to all entity locations throughout the geographic service area.

Pay Transparency

Saint Clare's Health offers competitive compensation and a comprehensive benefits package that provides employees the flexibility to tailor benefits according to their individual needs. Our Total Rewards package includes, but is not limited to, paid time off, a 401K retirement plan, medical, dental, and vision coverage, tuition reimbursement, and many more voluntary benefit options. Benefits may vary based on employment status, i.e. full‑time, part‑time, per diem or temporary. A reasonable compensation estimate for this role, which includes estimated wages, benefits, and other forms of compensation, is $63,232.00 to $94,848.00 on an annualized basis. The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire, in which a wide range of factors will be considered, including but not limited to, skillset, years of applicable experience, education, credentials and licensure.

Employment Status

Full Time

Shift

Days

Equal Employment Opportunity

Company is an equal employment opportunity employer. Company prohibits discrimination against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (subject to applicable law), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. The Company also prohibits harassment of applicants or employees based on any of these protected categories. Know Your Rights: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf