Patient & Family Centered Care Manager Position Available In Forsyth, North Carolina

Patient & Family Centered Care Manager 3.8 3.8 out of 5 stars Winston-Salem, NC 27157

Position Highlights:

Location:

Winston Salem, NC Full Time What We Offer:

Day 1

Health Coverage:

Choose from either copay or HSA-eligible health insurance options with coverage starting on your first day of work.

Generous PTO:

Accrual starts at up to 25 days/year, to be used for vacations, sickness, holidays, and personal matters.

Parental Benefits:

Six weeks paid birthing-mother maternity leave & four weeks paid parental leave for non-birthing parents.

Retirement:

Up to 7% employer-paid retirement contributions

Education Reimbursement:

We invest in your professional growth, offering up to $2,500 per year towards a bachelor’s degree and up to $5,000 per year towards a graduate degree.

Job Summary:

The Patient and Family Centered Care Manager is responsible for the development and delivery of world class patient/customer service training programs to support the implementation of I-CARE principles throughout the health system. I-CARE represents WFBH patient- centered care practices observed by each member of our workforce. The coordinator is responsible for the future design and growth strategies of the program, oversees a range of patient experience initiatives of the WFBH, and ensures that WFBHs I-CARE service practices are sustained and remain highly visible to all employees, physicians and volunteers.

What You’ll Need:

Bachelor’s degree required

What You’ll Do:

Plans, develops, and organizes world class patient service programs. Determine and assess service excellence training needs for the health system. Develop training programs based on the needs assessed via patient feedback mechanisms such as patient satisfaction surveys and patient complaints. Review and revise and align all customer service programs delivered in WFBH to incorporate I-CARE behaviors and standard service expectations. Research, collaborate, create and coordinate a wide range of training products for staff training including role-play modules, staff training videos and patient story videos to further enhance the I-CARE principles. Develop mechanisms to support the training and reinforcement of I-CARE principles including employee and team recognition events, patient feedback collection tools, volunteer based secret shopper programs, and management team patient satisfaction rounds. Provide leadership for communications strategies, in consultation with WFBMC Internal Communications, to support visibility of the I-CARE philosophy and programs. Arrange, coordinate, and conduct ongoing and ad hoc courses relevant to ensuring service excellence throughout the health system. Plan for the deployment of the product/service, including marketing, delivery schedule, and budget requirements. Determine the internal and external resources to deliver the product/service (trainers) and ensure that they are properly certified to deliver the product/service. Assist in the review, evaluation and recommendation, the use and/or purchase of commercially available training methods and materials. Ensure all training materials are prepared and available prior to the first day of instruction. Support, consult and coach health system management for successful implementation of I CARE elements in their departments. Conduct follow-up evaluations of program participants to determine the effectiveness of training program by evaluating both content and resulting job performance changes; recommend program content revisions as required. Continuously evaluate the effectiveness of the product/service and make changes accordingly. Lead an advisory group to review training effectiveness and make recommendations for improvement/enhancement. Perform Quality Assurance duties through regular monitoring of staff performance compared to job standards, including but not limited to customer service and ICARE compliance. Maintain training files and records of participants in training program. Assist Leadership regarding tracking of training compliance through the PeopleSoft database. Assist in the development of spreadsheets/reports to trend training/educational efforts. Assist in regular monitoring of performance metrics. Develop/refine reporting and monitoring tools as needed. Maintain current knowledge of the Healthcare service industry, health system practices and evaluation techniques including secret shopping and developing reports to appropriate management. Develop secret shopper methodology to monitor staff compliance with I CARE standards. Present staffing compliance data to co-management team and assist with follow up recommendations. Perform other related duties incidental to work described herein.