Patient Experience Manager

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:

Oversight of Patient Experience and Language Services departments. Ensures high performance in patient experience and engagement with improvement plans. Executes activities that support organizational goals for patient experience/teammate engagement. Participates as an active leader to support Patient Experience and Language Services needs.

Responsibilities:

1. Incorporates UNC Health values into all aspects of daily work: It starts with me. Carolina Care. One great team. Leading the way.

2. Oversees daily operations and team members of Patient Relations and Language Services. Collaborates with Directors, Managers, physicians and other organizational leaders to ensure alignment of goals and priorities in the implementation of Carolina Care and strategic patient experience plans across all disciplines, service lines, departments and areas of patient care.

3. Collaborates with internal stakeholders such as physicians, risk management and department managers to investigate and resolve patient concerns; ensures department provides appropriate follow-up and documentation on patient complaints and grievances.

5. Works with the management team to implement tactical plans to support clinical areas, ancillary programs and the organization as a whole; employing appropriate methods, tools, and vehicles to achieve patient experience goals.

6. Provides facilitation in patient experience meetings, including but not limited to Carolina Care Oversight, New Hire Orientation, and Patient & Family Advisory Council.

7. Prepares unit and service line data reporting and custom reports, and works with vendor and system experts for "deep dive" analysis of patient experience and Language Services data. Identifies performance trends and recommends opportunities for intervention, coaching and adjustment to goals.

9. Manages activities associated with initiatives and improvement needs, some of which may be adjacent to defined "patient experience" department work, such as teammate experience and culture work.

10. Collaborates with patient experience and Language Services counterparts across the UNC Health enterprise.

11. Manages key Patient Experience and Language Services vendor partnerships and ensures adherence to contractual obligations for various platforms (Digital Rounding Tool, Press Ganey and survey platforms, MARTII & Interpreter Network, etc.)

This job profile is intended to provide a representation of responsibilities required. Employees may be requested to perform job-related tasks other than those specifically presented in this profile.

Other information:

Education Requirements:

Bachelor's degree in an appropriate discipline preferred.

+5 years of experience in a patient experience or healthcare-related field in lieu of education.

Licensure/Certification Requirements:

No licensure or certification required.

Professional Experience Requirements:

Five (5) years of relevant experience in healthcare, customer relations or patient relations/experience/advocacy.

Legal Employer: Lenoir Health

Entity: UNC Lenoir Health Care

Organization Unit: Patient Experience

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Assignment Type: Onsite

Work Schedule: Day Job

Location of Job: LENOIR MEM

Exempt From Overtime: Exempt: Yes

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.