Patient Experience Manager: Elevate Care Journeys

University of Alabama at Birmingham; Birmingham, Northern (AL, KY); Hybrid; USD 74,000 - 120,000; Full time

Job summary

University of Alabama at Birmingham is seeking a Manager of Patient Experience for Cooper Green Mercy Health. This on-site role leads patient experience projects and drives ambulatory engagement to boost overall satisfaction and service quality across a multi-site health system.

The ideal candidate will have a bachelor’s in a healthcare-related field, 5+ years in healthcare with leadership experience, and proficiency in data analysis to identify trends and drive improvements.

Qualifications

• Bachelor's degree in Healthcare Administration, Business Administration, Nursing, Public Health, Communications, or a related field is required.
• Master's degree in Healthcare Administration (MHA), Business Administration (MBA), Nursing, or a related field is preferred.
• Minimum of 5 years of progressive healthcare experience, with at least 2 years of leadership or management experience in patient experience, customer service, healthcare operations, quality, or a related area.
• Experience leading patient experience initiatives, service excellence programs, or patient satisfaction improvement efforts.
• Knowledge of patient satisfaction measurement tools and survey methodologies.
• Knowledge of healthcare regulations and standards related to patient rights, grievances, and customer service.
• Demonstrated ability to analyze data, identify trends, and implement performance improvement initiatives.
• Strong leadership, communication, conflict resolution, and relationship management skills.
• Proficiency with Microsoft Office applications, reporting tools, and healthcare information systems.
• A Board-Certified Patient Advocate (BPCA) certification is preferred.
• Ability to interpret notes written in an electronic health record system.
• Certified Patient Experience Professional (CPXP) certification.
• Experience in a multi-site healthcare system.
• Experience with Lean, Six Sigma, or other performance improvement methodologies.
• Experience managing departmental budgets and strategic initiatives.

Responsibilities

• Serves as a subject matter expert for Cooper Green Mercy Health Patient Experience.
• Creates strategy and implements plans to improve the Cooper Green Mercy Health experience.
• Works collaboratively with organizational leaders, staff, and physicians to assist in implementation efforts.
• Identifies industry-wide best practices related Patient Experience improvement efforts.
• Analyzes and interprets patient experience data to identify trends, successes, and opportunities for improvement.
• Assists in tracking patient experience projects and activities for Cooper Green Mercy Health.
• Coordinates and supports patient experience improvement teams and committees.
• Rounds on patients and teams to learn patient experience best practices and opportunities for improvement.
• Creates patient experience journey maps and patient experience blueprints.
• Assists with teaching and training teams on patient experience tools, tactics, and strategies.
• Oversees the Patient Experience Team.
• Performs other duties as assigned.

Job description

University of Alabama at Birmingham is seeking a Manager of Patient Experience for Cooper Green Mercy Health. This on-site role leads patient experience projects and drives ambulatory engagement to boost overall satisfaction and service quality across a multi-site health system.

The ideal candidate will have a bachelor’s in a healthcare-related field, 5+ years in healthcare with leadership experience, and proficiency in data analysis to identify trends and drive improvements.