SUPERVISOR- PATIENT EXPERIENCE - QUALITY SERVICES

Aspirus, Inc; Stevens Point (WI); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Full benefits package

PTO accrual from day one

Retirement plan with match

Wellness program

Job summary

Aspirus Stevens Point Hospital is seeking a Supervisor-Patient Experience to lead patient advocacy and complaint resolution efforts within the Quality Services team. This role coordinates staff development and enhances patient experience initiatives, including interpreter services and LEP coordination.

The position emphasizes data collection and dissemination of patient satisfaction metrics and may support health equity initiatives and system improvements based on data trends.

Qualifications

• Three years of experience in a health care setting.
• Preferred Associate's or Bachelor's degree in Social Work, Nursing, Communications, or related field.
• Knowledge of maintaining security, confidentiality and integrity of patient information.
• Excellent interpersonal communications skills and diplomacy in difficult situations.
• Proficiency in analyzing and interpreting data.
• Basic computer operations skills.
• Ability to interact effectively with patients, families, physicians and staff.
• Ability to coach and teach individuals and groups.
• Ability to identify problems, resolve conflicts and administer service recovery.
• Ability to organize multiple activities and meet deadlines.
• Ability to conduct meetings effectively.

Responsibilities

• Oversee patient complaint resolution and patient advocacy efforts.
• Plan, coordinate, and conduct patient experience staff development initiatives.
• Oversee and coordinate interpreter services and LEP coordination.
• Support system-wide quality improvement initiatives based on assessment data.

Skills

Interpersonal skills

Data analysis

Coaching

Education

Bachelor's degree in Social Work, Nursing, Communications, or related field

Associates degree

Job description

Compassion. Accountability. Collaboration. Foresight. Joy.

These are the Aspirus Core Values; and we are looking for the BEST around to join us as we demonstrate those values Every. Single. Day.

Aspirus Stevens Point Hospital in Stevens Point, WI is seeking a SUPERVISOR- PATIENT EXPERIENCE to join our QUALITY SERVICES team!

The Supervisor-Patient Experience acts as the liaison between the patient/family/provider/customer and the Hospital, overseeing and managing the Hospital's patient complaint resolution and other patient advocacy efforts. Assumes responsibility for planning, coordinating, and conducting patient experience staff development initiatives, including maintaining, coordinating, and improving existing patient experience initiatives. This person is responsible for patient satisfaction data collection and dissemination and coordinating patient experience improvement efforts. The Supervisor-Patient Experience is responsible for oversight of interpreter services and acts as the Limited English Proficient Coordinator and may serve as Aspirus patient rights expert and civil rights plan coordinator. This position may also include business unit oversight around social determinants of health and health equity, assessment and compliance and assist with system improvement initiatives to address trends from assessment data.

HOURS: Full Time 1.0 FTE, 80 Hours Biweekly

Experience/Qualifications

• Preferred Associates Degree or Bachelor's degree in Social Work, Nursing, Communications, or other related field
• Three years of previous work experience in a health care setting is required.
• Knowledge of procedures for maintaining security, confidentiality and integrity of employee, patient, family and other medical information.
• Must have excellent interpersonal communications skills and the ability to handle difficult situations with diplomacy and tact.
• Must be proficient in analyzing and interpreting data.
• Basic computer operations skills (keyboard and mouse use, Internet browser use, opening and closing programs).
• Ability to interact effectively with a wide variety of customers including patients, family, physicians and hospital staff.
• Demonstrated ability to effectively coach and teach individuals and groups.
• Ability to identify problems, resolve conflict and administer appropriate service recovery.
• Organize multiple activities, set priorities, adjust to frequently changing demands and meet deadlines.
• Conduct meetings effectively.

Employee Benefits

• Full benefits packages available for part- and full-time status.
• PTO accrual from day one!
• Generous retirement plan with match available.
• Wellness program for employees and their families.

Aspirus Stevens Point Hospital is a fully accredited acute-care facility, offering expert, personalized care for residents of Stevens Point and Portage County. With more than 200 physicians, Stevens Point Hospital/Clinics and our medical group provides a comprehensive set of acute-care options, including both innovative and proven treatment plans. Our broad range of services include all major specialties, emergency medicine, urgent care, surgery, ICU/CCU, diagnostic radiology, rehabilitation, sports medicine, occupational and behavioral health, pathology, and sleep diagnostics. To learn more about Stevens Point click the following link: here.

Our Mission: We heal people, promote health and strengthen communities.

Our Vision: Aspirus is a catalyst for creating healthy, thriving communities, trusted and engaged above all others.

As an Aspirus team, we demonstrate caring, we plan to impact the future, work with happiness and enthusiasm, recognize our power to make a difference and improve the health of our communities.

Aspirus Health is a nonprofit, community-directed health system based in Wausau, Wisconsin, serving northeastern Minnesota, northern and central Wisconsin and the Upper Peninsula of Michigan. The health system operates 18 hospitals and 130 outpatient locations with nearly 14,000 team members, including 1,300 employed physicians and advanced practice clinicians. For more information visit aspirus.org.

About the Stevens Point Community Conveniently located in the center of the state, the Stevens Point area is a recreational playground in the heart of central Wisconsin. Whether you're on the water or on land, from paddling the backwaters and sloughs or exploring 27-miles of the Green Circle Trail, adventure is calling your name. The fun continues by visiting local breweries, walking through local farmer's markets, and eating in distinct restaurants. Get to know the local arts & culture scene, inspired by the natural beauty of the area. Explore and purchase art from the blossoming artist community in numerous galleries.

Click here to learn more.

Credentials: