Manager Patient Experience CHS - Clinical Quality

Job Requirements

POSITION SUMMARY

The Manager, Patient Experienceunder the direction of the Director of Quality and Safety, leads patient experiencemeasurement, improvement, and service recovery initiativesacross the Health First Integrated DeliveryNetwork's(IDN) Community Health Services (CHS) division.The Manager, Clinical Quality partners with clinical and operational leadership teams to translate patient feedback into actionable advancements,driving the promotion of a culture of service excellence.

PRIMARY ACCOUNTABILITIES

• Leadspatient experienceimprovement initiatives across CHS,utilizingfeedback, data, and toolkits.
• Oversees, analyzes, and reports onpatient feedbackmetrics,monitoring trends for complaints, grievances, and experience feedback,translatingfeedback into actionable insights and plans for improvement.
• Partners with clinical and operational leadership teams to lead and support experience-based action planning.
• Identifiesandcoordinatesservice recoveryinitiativesin partnership withclinical and operational teams, and in partnership with quality and safety teams to align patient experience improvements,
• Manages and supports the coordination and facilitation of quality committees, workstreams, and performance improvement initiatives, in conjunction with quality leadership.
• Partners with safety, clinical education, andclinical qualityleadership teams to drive integrated improvement across CHS in workflow processes.
• Serves as aresourcefor CHSleaders and Associates, delivering guidance and consultationonservice excellence and de-escalationimprovement opportunities and strategies.
• Supports wellnessandengagementrelated activities, and the development and implementation of customer service standards and education across CHS.
• Tracks performance improvement plans,ensuring todrive sustained improvement across all CHSpatient experienceimprovement initiatives.

LEADERSHIP ACCOUNTABILITIES

• Define and communicate a clear, compelling vision for the team that effectively ties into the mission and vision of HealthFirst, andinspirationally lead the team to achieve that vision.
• Provide leadership, motivation, coaching,feedbackand support to foster and strengthen growth and development of an effective, high performing team.
• Lead change through effective communication, explaining the connection and value to the organization, creating stronger buy-in and urgency, while understanding impact to the team to obtain commitment.
• Demonstrate openness to hearing diverse ideas and thoughts; create a sense of inclusivity; and encourage collaboration across teams to help break down silos to meet the team's and organization's goals.
• Recruit, select, grow, andretainhighly engaged,highperforming diverse and inclusive associates.
• Contribute to and support the strategic direction, anddemonstratefinancial acumen, for areas of responsibility and organization.

Work Experience

MINIMUM QUALIFICATIONS

• Education:Bachelor's degree in Business or Healthcare Administration, Organizational Development, ora relevantfield.
• Work Experience:Two (2) years' experience inconsulting, coaching evidence-based practices, in patient experience in a healthcare setting.
• Licensure:None
• Certification:None
• Skills/Knowledge/Abilities:
• Proficient in Microsoft Office -- Teams, Outlook, Word, PowerPoint, Excel, and Adobe Acrobat.
• Demonstrated ability to improve and sustain patient experience scores.
• Strong coaching, consultative, and strategic-thinking skills to provide guidance and resources in the achievement of strategic service excellence goals.
• Knowledge oforganizational change, strategy and best practice assessment/research and adoption related to patient experience.
• Excellent communication and presentation skills - written and oral; communicating in an open,honestand objective manner.
• Interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders.
• Effectively manage time,operateas a self-starter by being proactive and assertive.
• Demonstrated knowledge and understanding in patient satisfaction data analysis, report preparation with the ability to deliver effective professional presentations to various groupsin order tohelp motivate and inspire improvement.
• Requires knowledge of CAHPS, and other patient experience surveys in the public domain thatimpactpublic reporting andvalue-based reimbursement.
• Ability to travel to various facility locations acrossCHS andIDN.

PREFERREDQUALIFICATIONS

• Education:Master's degree in Business or Healthcare Administration(MBA/MHA).
• Work Experience:Three (3) years' progressive experience in consulting, coaching evidence-based practices, in patient experience in a healthcare setting.
• Certification:Certified Patient Experience Professional (CPXP).
• Skills/Knowledge/Abilities:

PHYSICAL REQUIREMENTS

• Majorityof time involves sitting or standing; occasional walking, bending, and stooping.
• Long periodsof computer time or at workstation.
• Light work that may include lifting or moving objects up to 20 pounds with or withoutassistance.
• May be exposed to inside environments with varied temperatures, air quality,lightingand/or low to moderate noise.
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks.
• Workspace may vary from open to confined.
• May require travel to various facilities within and beyond county perimeter; may require use of personalvehicle.

Benefits

ABOUT HEALTH FIRST

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together,

we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our

associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.

Schedule : Full-Time

Shift Times : 800am_500pm

Paygrade : PG-PG-PG-PG-PG-PG-PG-PG-PG-43