Work Shift:

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advance technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Position Overview:

Manager Patient Experience

JOB CODE:13103

FLSA Exemption Status: Exempt

SUMMARY (BASIC PURPOSE OF THE JOB)

Assumes responsibility for coordinating and implementing guest services activities to improve patient, visitor, employee and physician relations. Supervises and oversees the daily operations of Patient Experience Representatives. Assists Director Patient Experience with the design and consistent execution of the elements of a contemporary patient experience program. Provides customer service training/education to key stakeholders. Coordinates an integrated guest satisfaction improvement programs with input from Capital Health leadership, physicians, front-line staff, and customers.

MINIMUM REQUIREMENTS

Education: Bachelor's Degree in healthcare- or business-related field.

Experience: Three years' experience in a patient advocate/guest relations role in a healthcare environment, including one year of solid supervisory or project management experience.

Other Credentials:

Knowledge and Skills: Strong oral and written communication skills. Demonstrated use of conflict resolution skills. Ability to deal with problems involving several concrete variables in standardized situations. Familiarity with Medical insurance and medical terminology.

Special Training: Training in healthcare/customer service with proven leadership experience. Intermediate computer and analytical skills. Nursing experience preferred.

ESSENTIAL FUNCTIONS

• Oversees concierge services to ensure that CH provides a comprehensive program to achieve maximum customer satisfaction while complying with all Capital Health policies and all regulatory requirements. Ensures staff handles all interactions with the highest level of hospitality and professionalism for all guests. Assigns duties and reinforces a hospitality approach for a positive first impression.
• Observes performance and coaches staff on daily basis to ensure adherence to procedures and to provide high levels of guest satisfaction.
• Successfully interacts in stressful situations with patients and their families to ensure high quality outcomes. Exercises discretion and judgment while investigating all concerns and issues to bring about resolutions that balance, to the extent possible, patient satisfaction with organizatinal needs.
• Provides accurate information to patients and families on Patient Rights. Communicates effectively while being sensitive to an educationally and culturally diverse population. Clearly communicates details of Advance Directives, living wills and durable powers of attorney for health care as requested and seeks expert resources as necessary.
• Actively encourages input from staff on providing exceptional customer service to our patients, families, staff and physicians. Communicates recommendations and, when appropriate, implements workable suggestions.
• Effectively trains staff to project a positive and outgoing attitude by providing seamless guest recovery when necessary and a passionate approach to customer service.
• Drives systems and standards of the guest relations program through coaching and role modeling desired behaviors in interactions with staff, patients and families. Assists with proven patient satisfaction strategies; enhances visibility through frequent visits, engages staff, physicians and patients, and provides feedback and coaching opportunities.
• Documents accurately each patient/family interaction when entering data into patient complaint/compliment tracking system. Ensures accurate record keeping, tracking and trending of patient issues to present reports upon the request of various regulatory personnel.
• Appropriately schedules staff and adjusts staff schedules based on patient needs and oversees equitable distribution of assignments. Evaluates performance and ensures competence of staff as required by CH guidelines and timeframes.
• Assists the Director of Patient Experience in the development of annual budgets within CH guidelines and timeframe. Monitors budgets for appropriate utilization of resources as evidenced by CH financial reports. Demonstrates proactive vigilance in identifying opportunities for review enhancement and c