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Patient Experience Manager - Sanford, United States - True Health
Description
JOB SUMMARY
The Patient Experience Manager oversees the operation of the Patient Experience Department. They develop, manage, and monitor processes and procedures that support all aspects of True Health's patients' experiences. They manage the Patient Experience Advocate Team.
PRIMARY FUNCTIONS
Patient Experience
Manage the creation and implementation of the Patient Experience Strategy and ensure it supports True Health's Mission and Vision.
Foster a culture of service within True Health locations and departments.
Provide the department with strategic, technical, operational, financial, and managerial leadership.
Oversee the Patient Experience Advocate Team.
Facilitate the collaboration between departments, especially the Training Department, to ensure optimal patient experiences at every touchpoint.
Report on tracked metrics and sentiment data at the appropriate meetings and through appropriate channels.
Institute and maintain workflows to ensure optimal patient experience at every touch point.
Oversee initiatives and projects to nurture a patient-centric culture across all clinical, support, and administrative departments.
Create role-based training programs to positively enhance each patient's interaction.
Take necessary steps to accelerate improvement in patient satisfaction scores.
Conduct site visits to observe and understand issues faced and develop relevant training.
Proactively monitor online reviews and patient satisfaction surveys to identify trends, changes, and areas of opportunityOversee True Listening Sessions and other feedback mechanisms to identify areas of opportunity.
Financial ManagementReview and analyze all expenses sustained by the departments to determine the necessity.
Assist in maintaining and meeting annual departmental budgets.
Responsible for reviewing and making recommendations for approval of all vendors and items needed by the departments.
Administrative and Personnel Management
Participate in developing departmental standard operating procedures (SOPs) and policies and procedures (P&Ps).Actively manage and provide feedback to all direct and indirect reports.
Set priorities for the department.
Complete timecard adjustments and approvals.
Authorize Paid Time Off (PTO) reviews and approvals according to the business need.
Conduct monthly one-on-ones with direct reports.
Possess intermediate familiarity with various software used to conduct business, including but not limited to Outlook, Word, Excel, Teams, One Note, PowerPoint, ADP, etc.
Emergency Management
Work with members of the Leadership Team to create and execute disaster management plans before, during, and after events, including but not limited to natural and man-made disasters or emergencies.
Other responsibilities as assigned.
EDUCATION AND EXPERIENCE
3-5 years minimum experience in management.5-7 years minimum experience in a customer service field (retail, hospitality, medical, etc.)Knowledge of and experience in healthcare required.
Ability to follow directions precisely with attention to detail.
Ability to multi-task and work under pressure.
Ability to meet assigned deadlines.
Ability to relate well to people.
Computer competency is required.
Able to estimate completion times.
Able to prioritize work.
Ability to work under pressure.
Excellent oral communication and interpersonal skills.
Presents a friendly, approachable, professional demeanor and appearance with energy and enthusiasm.
Superior organizational skills and passion for attention to detail.
Ability to provide constructive, individualized feedback in a caring and compassionate manner.
Ability to work under multiple deadlines, multitask, and adapt rapidly to changing priorities.
Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others.
Passionate about improving the patient's experience of care.
ADDITIONAL QUALIFICATIONS
Valid Florida driver's license.
Proof of auto insurance.
May have to utilize personal vehicle, must maintain current insurance at own expense.
Must be able to pass background check, drug screening, E-Verify, and clear driving record.
Have reliable transportation.
Clean and neat appearance.
Bilingual a plus (English/Spanish).
DRIVING BETWEEN LOCATIONS:
Employees who are required to drive their own vehicle on True Health business will be required to show proof of the following documentation prior to the first day of employment or before driving to other sites for work-related purpose:Valid Driver's License.
PHYSICAL REQUIREMENTS
Able to lift and move up to 25 pounds.
Able to bend at the waist as needed.
Able to stretch and work overhead occasionally as needed.
Able to balance on unsteady or slippery surfaces.
Requires long periods of standing, walking, bending, and lifting.
Ability to perform repetitive hand and wrist motions for extended periods of time.
REPORTING RELATIONSHIP
Reports to the Director of Patient Services
Job Description Acknowledgement
I have received, reviewed and fully understand the job description for the above-mentioned.
I further understand that this job description is intended as a guideline and from time to time I may be asked to perform duties or handle responsibilities that are not specifically addressed in this job description.
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