Regional Manager, Patient Experience

CAREER OPPORTUNITY OFFERING:

• Bonus Incentives

• Paid Certifications

• Tuition Reimbursement

• Comprehensive Benefits

• Career Advancement

• This position pays between $51700- $99000 based on experience

by embodying our core purpose of customer obsession new ideas and driving innovation and delivering excellence you will help ensure that every touchpoint is meaningful and contributes to our mission of redefining the possible in healthcare.

Regional Patient Experience Manager is responsible for supporting directing and facilitating all aspects of the Patient Experience strategy. This includes partnering with site leaders and establishing and maintaining accountability relationships with EHP leaders for execution of PX and associate engagement interventions. The Regional PX Manager will also be responsible for regular data analysis and reporting to Ensemble and client leaders (e.g. CFO CPXO etc.).

Job Responsibilities:

Customer Obsession:Consistently provide exceptional experiences for our clients patients and colleagues by understanding their needs and exceeding their expectations.

Embracing New Ideas:Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

Striving for Excellence:Execute at a high level by demonstrating our Best in KLAS Ensemble Difference Principles and consistently delivering outstanding results.

• Direct implementation and execution of evidence-based practices to improve physician staff leader and patient/family experiences.

• Serve as a key resource and facilitate oversight controls for management staff and providers to improve organizational engagement and leadership development.

• Provide professional coaching including competency validation and consultation to influence leadership physicians direct care providers and other stakeholders to deliver excellent patient experiences.

• Create and oversee Patient Family Advisory Committee(s) to enhance patient/family engagement in organizational decisions that affect the quality of care and patient experience specific to Revenue Cycle while engaging with existing site specific Patient Family Advisory Committees

• Collaborate with leadership and teams to identify and mitigate barriers identified through patient complaints. Participate and oversee development of programs and services that address specific aspects of the patient experience within his/her assigned area of responsibility and/or region.

• Provide continuous education and awareness of goals using a variety of webinars facilitator-led instruction newsletters staff meetings daily huddles and more to ensure a clear expectation for exceptional service.

• Analyze internal and external customer satisfaction metrics (total department sections questions and comments) and other performance analytics to track and monitor performance trends identify implement and oversee targeted interventions and develop and implement recommended action plans including competency validation to improve the patient experience

• Lead assigned projects and programs by creating and executing project work plans.

• Prepare and present both oral and written reports and presentations to stakeholders and leadership related to PX projects initiatives and progress in achieving goals

• Create and publish Patient Experience related thought-leadership content to be distributed through social media outlets revenue cycle related organizations to enhance Ensemble Health Partners presence as an industry leader in Patient Experience

• Participate in new client assessments and integrations

• Perform other related duties and participate in special projects as assigned

Experience We Love:

• Travel is required

• 5 - 7years experiencein Healthcare

• Keen attention to detail self-motivated and service-oriented

• Ability to coach and develop others

• Strategic thinker and problem solver with the ability to be hands-on

• Proficiency in Microsoft Excel Word and PowerPoint

Required Certifications:

• HFMA Certified Revenue Cycle Representative (CRCR) within 9 months of hire

• Certified Healthcare Access Manager (CHAM) or Certified Healthcare Access Associate (CHAA) within 12 months of hire