- Expressing ideas effectively in individual and group situations (including nonverbal communication); adjusting language or terminology to the characteristics and needs of the audience. Good listening skills.
- The responsibility to put a patient's or person's interests first, including the duty not to harm, deliver proper care, and maintain confidentiality.
- Employee has satisfactory completed employers required compliance training.
- Meets commitments, deliverables, deadlines, work independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.
- Establishing procedures to monitor the results of delegations, assignments, or projects; taking into consideration the skills, knowledge, and experience of the assigned individual and characteristics of the assignment or project.
- Making active attempts to influence events to achieve goals; selfstarting rather than accepting passively; taking action to achieve goals beyond what is required; being proactive. Practices selfdevelopment.
- Maintaining and promoting social, ethical, and organizational norms is conducting internal and external business activities.
- Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, and communicates decisions to others.
- Proactively developing patient/customer relations by making efforts to listen and understand the customer and their needs (both internal and external); anticipating and providing solutions to customer needs; giving high priority to patient/customer satisfaction. Ensures appropriate follow up and is their advocate in determining solutions. The employee uses a variety of communication techniques to effectively express thoughts and ideas and to understand or influence.
- Assimilating and applying, in a timely manner, new jobrelated information that may vary in complexity.
- Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.
- Accountable for meeting or exceeding individual and/or department goals and objectives. Committed to producing results that will achieve company objectives. Sets priorities and organizes time to meet or exceed goals, follows up, and takes personal responsibility for results whether they are positive or negative.
- Working effectively with team/work group or those outside formal line of authority (e.g., peers, senior managers) to accomplish organizational goals; taking actions that respect the needs and contributions of others; contributing to and accepting the consensus; subordinating own objectives to the objectives of the organization or team. Listens to others and values opinions.
- Having achieved a satisfactory level of technical and professional skills/knowledge in jobrelated areas; keeping abreast of current developments and trends in area of expertise.
- Setting high goals or standards of performance for self, direct reports, others, and the organization; being dissatisfied with average performance; selfimposing standards of excellence rather than having standards imposed by others.
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Millennium Physician Group Fort Myers, United StatesThe Patient Experience Manager serves as a resource and partner for the practice leaders and Patient Journey team in implementing change to improve the patient experience, while preparing data and reporting progress on the patient experience to MPG's executive team. This position ...
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Millennium Physician Group Fort Myers, United StatesJob Description · Job Description · The Patient Experience Manager serves as a resource and partner for the practice leaders and Patient Journey team in implementing change to improve the patient experience, while preparing data and reporting progress on the patient experience ...
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Patient Experience Manager - Fort Myers, United States - Millennium Physician Group
Description
The Patient Experience Manager serves as a resource and partner for the practice leaders and Patient Journey team in implementing change to improve the patient experience, while preparing data and reporting progress on the patient experience to MPG's executive team.
This position evaluates overall Millennium patient experience data in the spirit of facilitating organizational opportunities for improvement, and not in tracking local site defects or enforcing compliance.
The position serves as a consultant across Millennium to provide insight on healthcare industry best practices, ensure consistency in Millennium's patient experience and implement internal processes and behavioral standards that deliver on Millennium's vision/brand promise.
Overall Objectives:
Implement organizational improvements that favorably impact the patient experience as measured by survey data (e.g., net promoter survey, weekly text scores)
Ensure consistency in patient experience across Millennium
Ensure Millennium is positioned to deliver on brand promise of connected healthcare, advocacy and empathy for patient, respect, engagement, and service
Optimize patient journey
Increase patient engagement
Essential Duties & Responsibilities:
Act as owner for company level patient journey improvement initiatives (either solely or directing team activities), and assist local medical offices and departments with implementation activities
Assess and facilitate improvements (either solely or by directing team activities) to workflows/ processes in support of patient journey, including the journey of patients newly attributed to and acquired by Millennium to proactively mitigate/minimize their disruption
Serve as resource for practice leadership in facilitating improvements to the overall Millennium patient journey
Evaluate patient experience data to track trends and identify opportunities to enhance/optimize data
Monitor patient experience survey data and follow up on those complimented with individual
rewards and/or MPG-wide communication
Monitor service recovery trends and complaints to initiate areas of improvement, and contact patients as appropriate
Perform field visits to offices
Prepare reports and create/deliver presentations to all levels of Millennium leadership on progress to-date and improvement proposals
Serve as key resource on Patient Journey team to align initiatives and undertake assignments as directed by Chair/Co-Chair
Partner in the design and administration of the Secret Shopper program to ensure patient care is administered in a clean, safe and welcoming environment, and adherence to patient journey workflows/processes/signage
Inventory patient engagement tools (e.g., portal, app, tablet) and oversee pilots to facilitate overall adoption
Inventory patient communication touchpoints (e.g., helpdesk, complaint line) and facilitate consistency and timely response in partnership with Connection Center, Marketing, and Compliance departments
Partner with Marketing to create comprehensive set of patient education materials regarding patient journey
Facilitate overall adoption of best practices and partner on change management and training initiatives to ensure Millennium's brand promise is achieved
Ensure Millennium's behavioral standards are in alignment with the optimum patient experience
Contribute to production of learning interventions that build skills in providing a more effective patient experience
Coordinate production of videos and other promotions that highlight exceptional patient experiences
Qualifications/Education/Experience
Bachelor's degree required, Master's preferred
Minimum of five years in similar role or patient-facing role with responsibility for improving patient experience
Adoption of the patient's perspective to evaluate design/redesign workflows and processes in a holistic fashion that considers the patient's overall experience
Exceptional customer service skills driven by passion for the patient experience
Creation of strong partnerships
Collaboration with stakeholders and subject matter experts
Implementation of solutions
Change management
Critical thinking
Problem solving
Decision making
Meeting management
Team leadership through influence (not authority)
Data analysis and trend identification
Strong time management
Effective multi-tasking
Up to 80% travel to work from medical offices
Supervisory Responsibilities
This job has no supervisory responsibilities.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Adaptability
Maintaining effectiveness in varying environments and with different tasks, responsibilities, and people.
Analysis/Problem Assessment
Securing relevant information and identifying key issues and relationships from a base of information; relating and comparing data from different sources; identifying cause-effect relationships.
Dependability
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills
Ability to apply basic math, as necessary.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Computer Skills
To perform this job successfully, an individual should have advanced proficient knowledge of Microsoft Excel software; Microsoft Word Processing software, PowerPoint, Access, Outlook and ADP Payroll systems.
Certificates, Licenses, Registrations
N/A
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and talk or hear.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The noise level in the work environment is usually moderate depending on business activity of the office.
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