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MANAGER PATIENT EXPERIENCE

City:  Cincinnati
State:  OH
Job Requisition Number:  277623

Attention current TriHealth employees:

Please apply for this position by submitting an online internal application via SuccessFactors. Please be certain to update your SuccessFactors Employee Profile prior to applying to this position.

MANAGER PATIENT EXPERIENCE: This position is responsible for regional oversight and direction for the Departments of Patient Relations, Guest Services and Volunteer Services with ability to collaborate with coaching consultants and measurement insight analysts. This leader will incorporate how we listen to the Voice of the Customer concepts and developing patient-facing service programs. These departments are located within the Service Institute. This position oversees the day to day operations related to Guest Services, Volunteer Services, and Patient Relations which includes grievance and compliment management processes. There will be an awareness of the coach team and Insight Analyst site activities to create alignment among all Patient Experience Department, thereby serving the needs of the customer. This leader will partner with key executive leaders, business unit leaders, service line, clinical, and other system leaders to acknowledge feedback from patients in a variety of ways and also to ensure high level service is provided to patients and family members on a daily basis. This position will provide processes to respond to, and resolve complaints and grievances from patients and external customers. From a patient relations perspective, this position will be responsible for maintaining integrity of patient rights, regulatory requirements, and standardized processes that are critical to this role. This position oversees the function of being continuously ready to hold the care and service of TriHealth to the Patient Rights and Responsibilities standards in addition to the TriHealth Mission, Vision, and Core Values. This position directly oversees measurement communication process and patient advocacy functions which includes the intake functions for complaints/compliments across the system. This position aligns with coaching team site plans and training team. Data analysis will be used when needed to develop action plans for sustained improvement. This position reports directly to the Service Institute Leader.

MINIMUM REQUIREMENTS: EDUCATION: Bachelor's Degree

EXPERIENCE: 3-4 years in Healthcare Progressive Leadership 3-4 years in Health Administration Supervisor/Lead

SPECIALIZED KNOWLEDGE: Experience with Customer/Patient Experience, Measurement and statistical data interpretation preferred and ability to demonstrate knowledge of Advocacy, Regulatory Requirements..

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Job Title:  MANAGER PATIENT EXPERIENCE

Department Name:  TRIS PATIENT ENGAGEMENT

Location:  Good Samaritan Hospital

Hourly/Salaried:  Hourly

Employment Status: Full Time Position

Bi-Weekly Hours:80

Shift: Day Shift

Weekend Commitment:  No

Holiday Commitment:  No

On-Call Commitment:  No


Nearest Major Market: Cincinnati

Job Segment: Clinic, Hospice, Palliative, Manager, Medical, Healthcare, Management