Patient Experience Manager

St. Clare's - Denville; Denville (NJ); On-site; USD 63,000 - 95,000; Full time

Job summary

Saint Clare's Health in New Jersey seeks a dedicated professional to drive patient experience improvement across its facilities. You will serve as the knowledge and quality expert, coaching teams and reporting on progress toward patient experience goals.

The role requires strong communication, CAHPS knowledge, and the ability to manage multiple projects with proactive leadership. Travel to various sites may be required as part of the responsibilities.

Qualifications

• Experience consulting or coaching evidence-based best practices in patient experience within a health care setting.
• Excellent communication and presentation skills — both written and oral.
• Strong interpersonal skills with the ability to interact effectively with a wide variety of stakeholders.
• Excellent time management and ability to manage multiple projects and deadlines.
• Knowledge of CAHPS and public reporting that impact value-based reimbursement.
• Proficient in Word, PowerPoint, Excel and related software.

Responsibilities

• Serve as knowledge, quality and process expert on patient experience improvement.
• Act as a point of contact for facilities; respond to patient experience inquiries and support measures.
• Plan and provide training, coaching and observation in patient experience improvement for all levels.
• Prepare and present oral and written reports on progress of facilities meeting patient experience goals.
• Monitor, report and analyze patient experience data to identify priorities and opportunities for improvement.

Skills

Communication

Presentation skills

Time management

Proactive & assertive

Project management

CAHPS knowledge

Education

Bachelor's degree in Business, Healthcare or related field

Tools

Word

PowerPoint

Excel

Adobe Acrobat

Job description

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

EDUCATION, EXPERIENCE, TRAINING

1. 1. Experience consulting or coaching evidence-based best practiced in patient experience in a health care setting
2. 2. Bachelor's Degree in Business, Healthcare or a related field, preferred.
3. 3. Must have excellent communication and presentation skills - written and oral 4. Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders to creatively solve problems, guide, and influence people.
4. 5. Must effectively manage time, and operate as a self-starter by being proactive and assertive.
5. 6. Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.
6. 7. Requires knowledge of CAHPS, Reputation Management, and other such patient experience surveys in the public domain that impact public reporting and value-based reimbursement.
7. 8. Strong computer literacy and software experience - Word, PowerPoint, Excel, Adobe Acrobat.
8. 9. 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

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, a