Shift’s Available:  Days

Employment Type: Full Time

Hours: 8 hours

Location: Southern Regional Medical Center - Riverdale, GA 

We are seeking a Patient Experience Manager who will serves as a knowledge, quality and process expert on patient experience improvement. 

Essential Duties and Responsibilities (includes, but not limited to):

• 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.

EDUCATION, EXPERIENCE, TRAINING

1. Experience consulting or coaching evidence-based best practiced in patient experience in a health care setting

2. Bachelor’s Degree in Business, Healthcare or a related field, preferred.

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.

5. Must effectively manage time, and operate as a self-starter by being proactive and assertive.

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.

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.

8. Strong computer literacy and software experience – Word, PowerPoint, Excel, Adobe Acrobat.

9. Ability to travel to all entity locations throughout the geographic service area.

Here are some of the benefits of working at Prime Healthcare:

• Health, dental, and vision insurance options
• Paid vacation, sick time and holidays
• Bereavement leave, FMLA and other leave options
• Employer 401K options
• Tuition reimbursement options
• Life, disability, and other insurance options
• Many other amazing benefits

Full benefits at Prime Healthcare: https://www.primehealthcare.com/careers/benefits/

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