Patient Experience Supervisor (57831)

“Sanitas is a global healthcare organization expanding across the United States. Our services include primary care, urgent care, nutrition, lab, diagnostic, health care education and resources for our patients. We strive to attract professionals who believe in our mission, vision and are dedicated to the service of our patients and their families creating a memorable experience through compassion, respect, and kindness.”

Job Summary

The Patient Experience Supervisor is responsible for reviewing and supporting implementation of best practices for overall patient experience at Sanitas Medical Center. They ensure that all work focuses on improving patient and caregiver experience and delivers a high level of patient safety, patient satisfaction and patient loyalty.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead the development of a patient experience cross-functional team responsible for the implementation of the patient experience strategy.
• Manage the implementation of the customer experience improvement plan.
• Lead, implement and monitor, effectiveness of patient experience and quality projects and processes relevant to all medical centers and providers.
• Develop quality monitoring activities, metrics, and reporting.
• Work with the operations team to ensure there are robust processes to conduct quality monitoring.
• Undertake quality assurance assessment visits, including planned and unannounced visits to medical centers and providers, ensuring that timely and accurate feedback is given with assurance processes in place to monitor providers actions for service improvement.
• Troubleshoot, resolve, and document patient complaints to ensure the root cause of complaints is understood and resolved to prevent future ones. 
• To keep abreast of relevant national and state legislative and policy requirements, relevant to their area of responsibility and ensure that key requirements are identified and adopted, including amending related policies and procedures.
• To deliver quality profiles of providers, reports and review processes, reporting and monitoring systems.
• Provide ongoing coaching and development on customer service standards and service recovery.
• Assist with ongoing training for staff and understanding of company service values.
• Assist in hiring, developing, and ongoing coaching of Patient Experience Representatives.
• Performs other tasks as requested by management.

Supervisory Responsibilities

This position manages all employees of the department and is responsible for the performance management and hiring of the employees within that department.

Required Education

• Relevant degree.

Required Experience

• 2+ years’ experience in customer service or coaching.

Required Licenses and Certifications

• N/A

Required Knowledge, Skills, and Abilities

• Understanding of healthcare procedures.
• Excellent interpersonal and communication skills.
• Outstanding organizational and