Manager Patient Experience

Job Overview

Overview

Shift: Days, Monday - Friday, for 80 hours per pay period

The Manager, Patient Experience leads, support patient experience strategy to ensure the delivery of exceptional experiences for patients and families, team members and communities. This role partners with operational, clinical, and service excellence leaders to hardwire a culture of patient-centered care and develop measurable improvement strategies. This position leads a team of experience professionals, drives improvement through data insights and best practice, and fosters innovation, working to ensure continued trust in UnityPoint Health.

Why UnityPoint Health?

At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.

Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.  Here are just a few:    

• Expect paid time off, parental leave, 401K matching and an employee recognition program.

• Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.

• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.  

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience.

Find a fulfilling career and make a difference with UnityPoint Health.

Responsibilities

Leadership & Program Oversight:

• Lead and mentor a team of experience professionals, fostering professional growth and collaboration
• Provide oversight and/or closely collaborate with key departments such as Patient Experience, Patient Relations, Language Services, Volunteer Services and Spiritual Care
• Design and implement a strategic framework for improving the patient and family experience across care settings, in alignment with system standards
• Provide direction, supervision, and support to team members. Delegates accountability and responsibility appropriately to leadership team.
• Ensure effective recruitment, selection, supervision and retention of direct reports and departments reporting to Director.
• Embed patient experience principles and best practices into leadership development, hiring, onboarding and daily operations
• Manage departmental budget and resources to effectively align with organizational goals.
• Establishe efficient, ongoing monitoring systems including capital, operating expenses, staffing, productivity, equipment, tests, procedures/policies, information system, and fiscal requirements.
• Conduct annual performance appraisals for assigned team members.
• Develop and maintain communication to establish regular and consistent communication with team embers, leaders and key stakeholders.
• Share concerns and/or escalate issues to leadership and key stakeholders as appropriate.
• Employ system thinking in decision making, directs resolution of complex problems and provides consultation and advice.
• Oversee daily operations to ensure delivery of high-quality services and support. Provides ongoing monitoring and oversight to annually assess effectiveness of department and organizational outcomes.
• Develop, review, and ensure departmental policies and procedures and job descriptions are current.

Experience Measurement & Performance Management:

• Analyze and interpret data from patient experience surveys, complaints and grievances, and external sources.
• Design and deliver dashboards, reports and presentations for leadership and team members.
• Set performance targets and support departments in creating action plans tied to key drivers and opportunities for improvement.
• Ensure compliance with CMS, DNV and other regulatory requirements related to complaints, grievances and patient rights.

Coaching, Engagement & Education:

• Lead experience coaching for leaders, providers and team members to support development.
• Facilitate training programs on service-related competencies.
• Recognize and elevate best practices; design programs to celebrate staff who demonstrate exceptional experience behaviors.

Patient Engagement:

• Engage Patient & Family Advisory Councils (PFACs).
• Elevate the voice of the patient across the organization to inform decision-making, service design, organizational priorities and education.
• Participate in quality and patient experience committees.
• Proactively engage patients and team members through leader rounding.

Qualifications

Education:

• Bachelor's Degree in healthcare administration, social work, nursing, communication or related field

Experience:

• 3 years of healthcare and/or customer service experience
• Prefer someone with 1 year of patient experinece, patient relations, language services, volunteer services, process improvement or complaint resolution experience

Certification/License:

• Must obtain Certified Patient Experience Professional (CPXP) within 2 years of hire date