Manager, Patient Experience

Thanks for your interest in Children's Mercy!

Do you envision finding a meaningful role with an inclusive and compassionate team? At Children’s Mercy, we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve. Our employees make the difference, which is why we have been recognized by U.S. News & World Report as a top pediatric hospital, for eleven consecutive years.

 

Children’s Mercy is in the heart of Kansas City – a metro abounding in cultural experiences, vibrant communities and thriving businesses. This is where our patients and families live, work and play. This is a community that has embraced our hospital and we strive to say thanks by giving back. As a leader in children’s health, we engage in meaningful programs and partnerships throughout the region so that we can improve the lives of children beyond the walls of our hospital.

Overview

The Patient Experience Manager is responsible for the strategic direction and coordination of continuous performance improvement endeavors impacting patient experience and family centered care. By partnering with key stakeholders and senior leadership, the Patient Experience Manager assures appropriate alignment between processes and organizational structure, skills, and systems. The Patient Experience Manager is responsible for helping to establish the inclusion of the patient, family, and provider voice while innovatively driving practice change and strengthening the patient/family partnership and culture of the organization. This role leads the activation, identification, and facilitation of department implementations of best practice solutions to improve the patient experience. The Patient Experience Manager actively participates in meetings and serves on committees and provides leadership and expertise in planning, decision making, and organizational change initiatives related to patient and family experience. They manage the patient experience survey data for the organization, and serve as a liaison with the survey vendor, as well as any additional patient experience measurement vendor/solution partnerships. The Manager of Patient Experience is accountable for operational aspects of the Patient Experience team.

 

At Children’s Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity.

 

Additionally, it’s important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children’s Mercy staff, we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position, you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources.

Responsibilities

• Strategic Planning Program Development
• Team Leadership Development
• Patient Family Support Advocacy

Qualifications

• Bachelor's Degree and 5-7 years experience 3+ years of experience in health care patient experience or leadership within a service-driven industry with health care knowledge. Previous responsibilities that involved working with a cross section of multidisciplinary teams to collaboratively improve outcomes, influence efficiencies and partnerships with patients and their families, project management, and an understanding of patient and family engagement and the core concepts of patient- and family-centered care. or
• Master's Degree and 1-2 years experience Experience in health care patient experience or leadership within a service-driven industry with health care knowledge. Previous responsibilities that involved working with a cross section of multidisciplinary teams to collaboratively improve outcomes, influence efficiencies and partnerships with patients and their families, project management, and an understanding of patient and family engagement and the core concepts of patient- and family-centered care.

Benefits at Children's Mercy

The benefits plans at Children’s Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.

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