Job Description

Overview

Patient Experience encompasses the range of interactions patients the health care system, including care from health plans, doctors, nurses, staff in hospitals, physician practices, and other health care facilities.
The Patient Experience Manager will assist the Department Head in collecting, tracking and analyzing service excellence trends for optimizing service outcomes. The Manager will assist in communicating hospital wide progress on services and patient relation initiatives to all relevant team members.

• Has oversight of all One Brooklyn Health sites and Patient Experience Representatives daily rounding
• Assist Department Head in preparation of high level reports, submit department reports and demonstrate interpersonal and communication skills, both verbal and written, for all hospital groups; board members, medical staff, hospital associates, patients, families, and the community.
• Responsible for reviewing Patient Experience Representatives Complaints and Grievances in Access database and proofing all Grievance letters
• Prepares quarterly Grievance Committee report
• Manage daily work flow of Patient Experience Supervisors and Representatives.
• Coach, mentor, provides feedback to improve service excellence from Patient Experience Representatives
• Manager will assist in collecting, tracking and analyzing data of HCAHPS from vendor database
• Assist Department Head to create educational programs promoting patient centered care
• Actively participate on interdisciplinary team rounding
• Assist with management follow-up and communication related to patient complaints/grievances/concerns
• Responsible for monitoring lunch schedules, vacation time and sick calls
• Will assist overseeing department and are not limited to additional responsibilities.
• Expected to cross-train and/or attend meetings throughout all OBHS locations.
• All other duties as requested.

Education:

• Bachelors in Business Administration, Hospital Administration or Healthcare/management related field.
• Masters preferred.

or

Experience:

• Minimum five (5) years of previous job-related experience required.
• Minimum five (5) years health care supervisory experience required.

Knowledge and Skills:

• Computer literate Microsoft suite, typing 60 wpm, answering multi-line phone, managing office equipment
• Demonstrates high proficiency of the English language, verbal and written.
• Demonstrates working knowledge of EPIC electronic medical record system.
• Demonstrates working knowledge of the health care environment, dynamics of hospital internal and external customer relations including physician, employees and patients.
• Requires knowledge of the use of HCAHPS, market research, and other proxy data to identify industry best practice relative to the patient experience and to integrate and direct agreed upon actions.
• Demonstrates a high level of personal accountability to role model and lead by example the expectations for all associates to provide exemplary customer service.
• Demonstrates extremely independent judgment and self-motivation.

Physical Requirements:

• Position requires prolonged periods of standing, reaching, walking throughout the working day.
• Position will be required to stoop, bend, lift, and carry items weighing up to 25 pounds.

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and can be modified in the future. When determining a team members base salary and/or rate, several factors may be considered as applicable (e.g., site, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of One Brooklyn Health (OBH).

OBH is an equal opportunity employer, it is our policy to provide equal opportunity to all employees and applicants for employment without regard to race, color, religion, national origin, marital status, military status, age, gender, sexual orientation, disability or handicap or other characteristics protected by applicable federal, state, or local laws.

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