Sr Manager, Patient Experience

Overview

Be inspired.  Be rewarded. Belong. At Emory Healthcare. 

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide: 

• Comprehensive health benefits that start day 1 
• Student Loan Repayment Assistance & Reimbursement Programs 
• Family-focused benefits  
• Wellness incentives 
• Ongoing mentorship, development, and leadership programs  
• And more  

Work Location: Atlanta, GA 

Description

• With direction from Regional Division Administration, the Senior Manager, Patient Experience will be responsible for the development, implementation, and evaluation of all patient experience activities across the Regional Division
• The Senior Manager, Patient Experience will serve as the primary champion to improve patient satisfaction scores across all ambulatory locations for Emory Healthcare, and supervise the team and resources associated with Patient Experience functions
• Supervise the coordination and development of the team, programs, forums, and tools needed to support high standards of patient experience across the Regional Division
• Guide all patient experience improvement efforts related to coaching and mentoring programs, service training workshops, new hire service onboarding, and recognition activities
• Lead a multi-discplinary acceleration team through targeted process improvement projects to improve the patient experience
• Serve as the representative and spokesperson for patient satisfaction scores and improvement efforts through consistent communication to staff, physicians, and management
• Serve as the leader of the department of Service Management, and manage personnel through completing annual goals and evaluations; ensuring continuous professional development for all staff; and creating and managing annual budgets
• Lead the detailed data analysis of patient satisfaction scores to provide to all staff and providers, and push for continued internal and external best practice in data capture and reporting
• Facilitate the development of patient satisfaction improvement action plans in each clinical section, through high levels of engagement with clinical and administrative leaders across the Physician Group Practice
• Ensure compliance with related regulatory standards relating to patient satisfaction and process improvement efforts
• Serve as the Emory Physician Group Practice representative to external organizations and vendors, and appropriately represent Emory in best practice patient experience forums

MINIMUM QUALIFICATIONS:

• Bachelor's degree in business administration, finance, healthcare administration or related field required
• Master's degree preferred
• 3-5 years healthcare related experience required
• Minimum requirement of 2 years supervisory/manager experience

JOIN OUR TEAM TODAY! Emory Healthcare (EHC), part of Emory University (EUV), is the most comprehensive academic health system in Georgia and the first and only in Georgia with a Magnet® designated ambulatory practice. We are made up of 11 hospitals-4 Magnet® designated, the Emory Clinic, and more than 425 provider locations. The Emory Healthcare Network, established in 2011, is the largest clinically integrated network in Georgia, with more than 3,450 physicians concentrating in 70 different subspecialties. 

Additional Details

Supporting a diverse, equitable and inclusive culture.  Emory Healthcare (EHC) is dedicated to providing equal opportunities and access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression and/or veteran's status. EHC does not discriminate on the basis of any factor stated above or prohibited under applicable law. EHC respects, values, and celebrates the unique perspectives and backgrounds of all individuals. EHC aspires to create an environment of collaboration and true belonging for all our patients and team members.  Emory Healthcare (EHC) is committed to achieving a diverse workforce through equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. 

 

ACCOMMODATIONS: EHC will provide reasonable accommodation to qualified individuals with disabilities upon request. To request this document in a