Sr. Manager, Patient Experience - Doral

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The Division of Ambulatory Services is currently seeking a full time Sr. Manager, UHealth Patient Experience to work at Doral Medical Center. The Sr. Manager supports the development and execution of strategic and tactical plans to provide a consistent and exceptional experience for patients, families, guests, and staff. The incumbent works to proactively advance the employee and patient experience, using best practices and innovative approaches from healthcare and industry. This role maximizes data analytics and patient engagement tools, creates proactive strategies and programs to strengthen employee/team dynamics and proactively manages the patient experience. Collaborates with internal/external stakeholders to ensure alignment with organizational strategies.

Core Job Functions:                                                                                              

Collaborates with clinical, administrative, and operational leadership to recommend and implement initiatives that continually promote improvements that impact patient/employee experience. Simplifies the understanding of the patient experience data and garners support and implementation of best practices. Gathers feedback through interaction with patients and employees and utilizes information gathered to spearhead improvements. Works closely with internal and external parties to manage and facilitate high visibility processes and projects, which enhance patient satisfaction and focus on the patient's overall experience and navigation. Monitors facility-wide practices that enhance patient experiences and reports patient satisfaction data. Creates an environment of continuous performance improvement to optimize patient engagement in all settings. Leads patient experience training for new hires during orientation and coordinates relevant trainings for staff. Manage employee recognition while helping foster a continuous culture of recognition. Timely service recovery efforts (both in person and when necessary, via phone/e-mail for post-departure events) addressing of complaint and grievances, including integration of data into quality improvement initiatives Proactively addresses patient experience opportunities, including development and implementation of initiatives that emphasize outstanding service and compassion, ensuring the consistent delivery of patient centered care and a positive experience of pilot initiatives. Represents the voice of the patient and collaborates with senior leaders, medical staff, and front-line staff to ensure that the patient experience is at the highest degree of service. Develops and implements initiatives centered on best practice standards, patient rating, feedback reporting, customer service and communication skills training, and policies and procedures. Understands the needs of our patients and families through multiple sources. Serves as facility contact and subject matter expert for patient experience data and improvement. Utilizes all patient engagement tools for providing analytical support that aid in key business decisions. Collaborates with departmental clients to present data analysis in an orderly meaningful, simple way. Collaborates with other Departments, Human Resources, Organizational Development, Risk, and Quality & Safety.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, as necessary.

Core Qualifications:

Education:

Bachelor’s degree in relevant field.

Master’s Degree in Business Administration, Health Services Administration or related field preferred.

Experience:

Minimum 5 years of relevant experience preferred with leadership experience.

Knowledge, Skills, and Attitudes:

• Ability to communicate effectively in both oral and written form.

• Ability to maintain effective interpersonal relationships.

• Ability to manage a budget and work within the constraints of that budget.

• Ability to direct, manage, implement, and evaluate department operations.

• Ability to effectively plan, delegate and/or supervise the work of others.

• Proficiency in computer software (i.e., Microsoft Office).

Department Addendum