Patient Experience Manager

Cust Srvc & Patient Experience - 308308 Woodstock, Virginia Full-Time (Primarily Day Shifts)


COVID-19 VACCINE INFORMATION: To protect our patients, our workforce and our community, Valley Health is requiring that all newly hired employees and internal transfers (current employees requesting internal transfers) be fully vaccinated. Newly hired Applicants (those not currently employed by Valley Health) who have been offered a position will have to provide documentation of their vaccination status at the time of their Employee Health appointment. For internal transfers, Employee Health will contact you if they have questions around your vaccination status. Valley Health has a process for applicants who have been offered a position to request an exemption or deferral for medical or religious reasons. To search for vaccine locations, visit vaccines.gov.

Description

  • Entity: Shenandoah Memorial Hospital
  • Shift: Day

Who We Are

Valley Health System is a not-for-profit network of hospitals, urgent cares, physician practices, and services. Expanding across Virginia, West Virginia, and Maryland, we are devoted to the health of all who call our 18-county area home.

A vital resource for healthcare, we are the region’s largest employer, a dependable community partner, and are at the leading edge of clinical innovations.

We are looking for passionate, innovative, and caring people who will each bring their unique skills and perspectives to our workplace.

What You Will Do:

The Patient Experience Manager acts as the champion to promote a culture of service excellence, compassion and accountability to embrace and deliver an exemplary patient, clinician and visitor experience that positively impacts outcomes. This leader is an integral member of the leadership team and is focused on developing patient and family centered care/patient experience best practice and strategies. May be responsible for oversight of Patient Relations and greeters. Responsible for insuring employee education and training to meet performance objectives. Understand the patient experience data analytics and able to communicate the impact and plan for improvement.

What You Will Bring:

Education

Bachelors required
Masters preferred

Experience
Five years' experience in an organization focused on improving quality, safety or service/customer experience/patient relations required

Certification & Licensures
BLS Certification (Basic Life Support) - American Heart ‘Healthcare Provider’ (HCP) - AHA approved required *
* New hires must have American Heart Association (AHA) appropriate certification prior to completion of orientation.

Qualifications
Excellent verbal, telephone and written communication skills required
Ability to demonstrate a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times required
Ability to coach leaders, associates and physicians to improve the patient and associate performance required
Ability to round with leaders throughout the week on patients and associates, with leaders, teaching, observing, coaching and improving the patient experience required
Ability to work off shifts and weekends as needed required
Ability to serve as a role model for the Must Have Tool's to include AIDET, patient communication boards, Key word at Key Times, Rounding for Outcomes -- Employee , Patient, Internal customer and Senior leader rounding, Thank you notes, Bedside Shift Report, Hourly Rounding, Discharge Calls and No pass zone required
Ability to provide a scorecard with patient experience metrics for the organization required
Exceptional negotiation and interpersonal skills to support, coach, guide and positively influence all levels of management/staff to achieve desired results required
Ability to serve as a content expert and resource to help teach orientation and leader foundation classes required
Ability to track and trend results from designated experience measurement vendors required
Ability to travel up to 10% of the time required
Ability to work closely with Leadership to drive the strategy for patient experience required
Ability to facilitate large group meetings, service teams, and patient advisory meetings required
Knowledge of patient experience measurement components, e.g. NRC, Gallup, etc. required
Proven results in change management required

What You Will Get:

- Competitive salary
- Flexible scheduling
- Health Insurance
- Paid Time Off
- Wellness Program
- Tuition Assistance
- Retirement Plan
- Life Insurance

*some benefits are subject to change due to job status

We celebrate, support, and thrive on our differences for the benefit of our employees, our patients, and the communities we serve.
We are neighbors caring for neighbors, and our goal is always to help those we serve get well, feel well, and stay well.

EOE

Criminal Background Checks
VA State Police
3rd party Background Check

FLSA Classification
Exempt

Grade
312

Physical Demands
3 A Administration