Manager Patient Experience I Patient and Family Experience

Job Details Kettering Health Main | Kettering | Full-Time |

Days Responsibilities & Requirements Job Requirements:

Master 's degree in education, business, healthcare administration or related field Bachelor of Science in Nursing Preferred Certified Patient Experience Professional (CPXP) Preferred 7+ years' experience in hospital setting, leading / collaborating with teams, delivering training and implementing customer service initiatives. Proven track record of successfully managing and improving patient satisfaction scores

Communication:

verbal / written communication needs to be clear and concise when communicating with patients, medical staff, hospital administrators, leaders, staff and volunteers

Empathy:

demonstrate the ability to understand another person's feelings and perspective

Strategic Thinking:

ability to plan and execute to achieve a goal

Problem-solving:

identify and resolve issues

Data Analytics:

use data to identify insights and drive improvement

Influence:

inspire change and accountability

Collaboration:

partner with leaders, physicians, staff and volunteers

Technology:

utilize software tools to track scores and measure the impact of changes on patient outcomes

Interpersonal and Leadership:

build strong relationships and rapport with colleagues Proficient in

Microsoft Office Job Responsibilities:

Champions and promotes KH's values, mission, and culture with enthusiasm and sincerity

• Oversees and manages the daily operations of the patient experience department
• Supports and demonstrates a culture of caring and service excellence as evidenced by rounding, words of affirmation, and serving as an advocate for the patient and family
• Conducts regular coaching observations of best practice initiatives (bedside report, purposeful rounds, leader visits)
• Leads regular cadence of patient experience review sessions with departmental leaders, communicating patient experience scores and collaborating with leaders/staff on strategies for improvement
• Collects and analyzes data related to the patient experience
• Identifies opportunities for improvement in the patient experience
• Implements changes to improve the experience of care
• Evaluates the effectiveness of changes made to the patient experience
• Serves as a resource to staff on issues related to the patient experience
• Attends meetings and conferences related to the patient experience
• Keeps informed on best practices in the field
• Manages time effectively in completing responsibilities
• Presents a professional appearance in accordance with policy
• Demonstrates awareness of and adherence to the organization's policies regarding patient confidentiality, corporate integrity, and privacy
• Develops and utilizes formal and informal methods to seek patient and family feedback. Assists Vice President of Patient Services in identifying members and facilitating Patient and Family Advisory Councils
• Presents at network orientation and campus orientation
• Work with Network team to implement process for gathering "patient stories"
• Practices proper telephone etiquette, elevator courtesy, walk others to their destination, promote atmosphere for a healing environment
• Demonstrates ability to communicate effectively with patients, families, and all levels of leadership
• Provides orientation and education on Press Ganey platform and reports
• Recognizes and rewards department performance and staff behaviors promoting a positive impact on the patient and family experience
• Facilitates the Daisy and Sunflower Awards Overview Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio.

We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it's by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.