Patient Experience Manager at ValleyHealth in Woodstock, VA
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.
Salary Range:
$100K -- $150K
Minimum Qualification
Allied Health Professionals, Healthcare ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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.
Salary Range:
$100K -- $150K
Minimum Qualification
Allied Health Professionals, Healthcare ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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