Job Category:

Work Shift/Schedule:

Northeast Georgia Health System is rooted in a foundation of improving the health of our communities.

About the Role:

Job Summary

The Manager of Patient Experience fosters a culture of patient and family-centered care across the NGHS enterprise. The Manager provides strategic direction and system leadership and works in partnership with all departments across the health system to assess and communicate patient experience initiatives. The Manager of Patient Experience is responsible for creating and designing the patient/consumer experience program for NGHS and will have multi-campus responsibility/oversight with areas of focus inclusive of but not limited to Ambulatory Surgery, Outpatient Services, Inpatient Services, Emergency Services, and Ambulatory clinics. The major functions managed by this leader will include not only service excellence, but the measurement and analytics of the patient experience, staff training and development, patient and guest services, interpretive services, and community engagement through oversight of the Patient-Family Advisory Council (PFAC). The Manager of Patient Experience works in partnership with all hospital leadership to enhance an interdisciplinary team approach to the overall delivery of care to patients, families, and the community. This individual will also work closely with the medical staff to ensure a thorough understanding of and commitment to continuous improvement of the patient experience. In addition, this leader will guide service excellence councils and committees by analyzing trends to optimize service outcomes. Reporting to SVP & System Chief Nurse Executive, the Manager of Patient Experience is a key role in leading the organization's commitment to deliver superior healthcare to the communities we serve.

Minimum Job Qualifications

• Licensure or other certifications:

• Educational Requirements: Bachelors Degree

• Minimum Experience: 5 years of prior leadership experience in a health care organization with a strong focus on customer service orientation.

• Other:

Preferred Job Qualifications

• Preferred Licensure or other certifications: Certified Patient Experience Professional (CPXP)

• Preferred Educational Requirements: Master's Degree

• Preferred Experience: 5+ years leadership experience in a multi-hospital system, continuous improvement/lean experience.

• Other:

Essential Tasks and Responsibilities

• Evaluate and propose strategic and technical directions for enterprise and department specific applications and related technologies.

• Maintains oversight and responsibility for enhancing and continually improving the overall experience of patients and families throughout NGHS.

• Serves as the subject matter expert for service excellence, maintaining an active understanding of current thinking and innovative programs regarding the patient experience both locally and nationally. Monitors national patient experience trends and federal requirements.

• Clearly defines the optimal Patient/Family Experience, including the behavioral changes necessary to achieve cultural transformation throughout NGHS.

• Identifies and presents key issues impacting the patient and family experience for Senior Leadership discussion and decision making, which will include findings, barriers to success and progress toward results. Assesses and makes recommendations to appropriate committees and task forces of changes needed.

• Creatively develops and deploys real-time patient experience reports intended to target a specific audience (department, practice, or nursing unit). Oversees the extraction of experiential data from the electronic health record (EHR) or other data sources to influence or mitigate undesired patient or family member experiences.

• Documents and communicates throughout NGHS the shared vision for experience improvements. Develops the framework and protocols in which all patient experience initiatives will be deployed. Consistently measures results.

• Manages vendor relationships regarding the patient satisfaction measurement process and is the primary contract owner for patient experience/satisfaction survey tools.

• In coordination with key stakeholders, oversees the development of training for leaders, physicians, and staff in best practices for patient experience.

• Utilizes lean/high reliability tools and behaviors to identify implementation opportunities for enhanced experiences for patients and families. Coaches' leaders, physicians and staff for improved results and execution of best practices and chosen strategies.

• Coordinates the availability of electronic and live support in multiple languages for those who communicate best in a language other than English. Also demonstrates an understanding of the various cultures served by NGHS.

• Manages patient and family feedback across NGHS, including compliance with the grievance process and knowledge of the systems used to support organizational compliance. Serves as the primary point of contact for all feedback and coordinates dissemination with all stakeholders including, but not limited to physicians, nursing, professional and support services, administration, and the Foundation.

• Develops, manages, and maintains active Patient & Family Advisory Councils throughout NGHS and oversees the Patient Experience Week project annually.

• Builds an industry-wide reputation of Patient Experience excellence for NGHS through the promotion of shared patient experiences and outcomes at various industry associations, trade affiliations and conventions.

• Ensures that appropriate levels of qualified (clinical, technical, and customer-oriented) personnel are employed in the Department to provide service excellence to all customers.

• Implements policies and procedures established by system administration as they relate to the Department. Develops and recommends new policies necessary to enhance patient experience programs.

• Coordinates the development, implementation and tracking of financial plans and budgets for the Department consistent with the overall mission and strategic direction of NGHS.

• Develops annual goals and objectives for the Department consistent with the strategic planning and direction set by NGHS in collaboration with the CNE. Ensures alignment with Strategic Pillars and the cascading of goals to the Department.

Physical Demands

• Weight Lifted: Up to 20 lbs, Occasionally 0-30% of time

• Weight Carried: Up to 20 lbs, Occasionally 0-30% of time

• Vision: Moderate, Frequently 31-65% of time

• Kneeling/Stooping/Bending: Occasionally 0-30%

• Standing/Walking: Frequently 31-65%

• Pushing/Pulling: Frequently 31-65%

• Intensity of Work: Occasionally 0-30%

• Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding, Driving

Working at NGHS means being part of something special: a team invested in you as a person, an employee, and in helping you reach your goals.

NGHS: Opportunities start here.

Northeast Georgia Health System is an Equal Opportunity Employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.