When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

The Patient Experience (PEX) Manager for Beverly, Addison Gilbert and the Anna Jaques hospitals reports to the Executive Director of Quality and Patient Safety, and is responsible for Patient Experience measurement and improvement, the Patient Complaint process and oversight of the Patient Relations Specialists, and supports the organization’s initiatives as they relate to PEX. A key focus is overseeing the HCAPHS and Press Ganey Survey process, analysis and reporting. The Patient Experience Manager will be the organization’s expert in Press Ganey resources, and advise on best practices and applicability. This position will facilitate Patient & Family Experience improvement initiatives, including those associated with PEX health equity.

As part of this role, the Patient Experience Manager will support colleague engagement initiatives, coaching, education and training. This role will work with the Director, to ensure communication and reporting is aligned with the organization’s WE CARE culture, patient and family centered care, and health equity values. They will maintain knowledge and support compliance with regulatory agency requirements related to external reporting of patient experience results, feedback and grievances.

Job Description:

Education/Experience:

• Bachelor’s Degree in Business, Communications, Behavioral Science or healthcare related field. Masters degree valued.
• Minimum 4 years of relevant experience in a health care, preferably acute care hospital setting, or related environment.
• Strong customer service skills, with ability to role model and champion CREATE values – Community, Respect, Excellence, Accountability, Teamwork, and Empathy.
• Ability to handle dynamic interdisciplinary discussions constructively. Must be effective interacting with physicians, nursing and senior leadership.
• Demonstrated passion for diversity, equity and inclusion and invested in improving health equity.
• Assertive and goal oriented with experience facilitating projects that involve cross-functional team members.
• Knowledge of patient experience measurement tools, methods and information, with strong data analytic skills. Exposure to process improvement methods & tools.
• Proficient in Windows-based operating software and systems that include MS Word, MS Excel, and MS PowerPoint, experience as an application manager strongly preferred.
• Excellent organizational, written and oral communication/presentation skills. Ability to craft formal, written, easily understood patient communications.  Experience with conducting education and training programs.
• Must be visible and available to colleagues, offering advice and support for Patient Experience and process improvement projects.
• Team player with proven success coaching and applying a collaborative approach, to foster improved performance.

Essential Role Responsibilities

Patient Experience Measurement:

• Serves as the key contact, application manager and site coordinator for the patient experience surveys and to the vendor representative for Press Ganey.
• Maintains awareness of regulatory compliance related to survey methodology, data submission requirements and results and assures data collection tools, methods and reporting are compliant. Regulatory compliance includes mandatory and voluntary agencies such as CMS and pay for performance requirements by payors such as Blue Cross and Tufts.
• Conducts monthly/quarterly/annual review and analysis of survey rate of return, appropriateness of survey methodology and identifies when changes are indicated. Presents this analysis to senior leaders, physicians, directors, managers and staff and as requested.
• Conducts regular in-depth analysis using relevant evidence-based literature of patient experience and survey results and provides summary of interpretation.
• Tracks and trends patient experience pay for performance measures and participates in ongoing review and improvement strategies and forums.
• Provides oversight of planning, implementing and monitoring patient experience related performance improvement processes.
• Serves as a quality advisor and/or team leader, facilitator, team member on assigned team(s), and recommends best practices to team(s) based on observation and interpretation of data and change management concepts.
• Collaborates with unit leadership to meet patient experience outcomes. Participates in committees, work groups and/or process improvement teams that improve patient experience.
• Supports patient experience related health equity initiatives and improvement projects.