Patient Engagement Senior Manager

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At Emory Healthcare we fuel your professional journey with better benefits valuable resources ongoing mentorship and leadership programs for all types of jobs and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives

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RESPONSIBILITIES:

With direction from Administration the Senior Manager Patient Engagement is responsible for the development implementation and evaluation of enterprise-wide patient experience strategies across the Emory Healthcare Hospital and Physician Divisions. This role serves as the primary champion for improving patient satisfaction outcomes across multiple operating units and locations providing strategic leadership operational oversight and data-driven guidance to advance a consistent high-quality patient experience.

• Develops implements and evaluates patient experience strategies programs and initiatives across operating units within the Hospital and Physician Divisions.
• Serves as the enterprise lead and spokesperson for patient satisfaction performance improvement strategies and outcomes.
• Leads multidisciplinary acceleration teams through targeted process improvement projects to improve patient experience outcomes.
• Guides patient experience improvement efforts related to coaching and mentoring programs service excellence training new hire service onboarding and recognition initiatives Operational Oversight & Team Leadership.
• Provides direct leadership and supervision of the Patient Experience/Service Management team ensuring alignment with organizational priorities and performance expectations.
• Oversees the coordination and development of teams programs forums and tools required to support high standards of patient experience.
• Manages departmental operations including staff performance management annual goal setting performance evaluations professional development and succession planning.
• Develops manages and monitors annual departmental budgets and resource allocation Data Analysis & Performance Improvement.
• Leads detailed analysis of patient satisfaction and experience data translating insights into actionable improvement strategies for staff providers and leadership.
• Ensures consistent internal and external benchmarking and adoption of best practices in patient experience data capture analysis and reporting

Minimum Required Qualifications Education:

• Bachelors degree in Business Administration Finance Healthcare Administration or a related field Experience - Three (3) to five (5) years of healthcare-related experience Minimum of two (2) years of supervisory or people management experience Minimum Knowledge Skills and Abilities (KSAs) 1. Demonstrated knowledge of patient experience principles service excellence frameworks and patient-centered care models within a healthcare environment 2. Strong analytical skills with the ability to interpret patient satisfaction and experience data (e.g. survey results trend analyses benchmarks) and translate findings into actionable improvement strategies 3. Proven ability to lead cross-functional and multidisciplinary teams through structured process improvement initiatives 4. Effective people leadership skills including coaching performance management and professional development of staff 5. Excellent verbal and written communication skills with the ability to present complex data and recommendations clearly to clinical operational and executive audiences 6. Strong organizational and project management skills including the ability to manage multiple initiatives simultaneously and meet deadlines 7. Ability to build and maintain collaborative relationships with physicians clinical leaders administrators and external partners 8. Working knowledge of regulatory and accreditation standards related to patient satisfaction quality and performance improvement in healthcare settings

Preferred Qualifications:

• Masters degree in Healthcare Administration Business Administration Organizational Leadership or a related field 5 years of progressive experience in patient experience service excellence quality improvement or related healthcare operations roles Experience supporting both hospital and physician practice environments within an integrated health system Prior experience serving as a liaison or representative to external patient experience organizations vendors or professional forums Formal training or certification in process improvement change management or patient experience methodologies Preferred Knowledge Skills and Abilities (KSAs) 1. Advanced knowledge of patient experience measurement tools and methodologies (e.g. CAHPS or similar patient experience surveys) 2. Experience applying Lean Six Sigma or other continuous improvement methodologies in a healthcare environment 3. Demonstrated success leading enterprise or multi-site patient experience initiatives with measurable performance improvement outcomes 4. Experience developing and delivering service excellence training coaching programs or change management initiatives for clinical and non-clinical staff 5. Financial acumen related to budget development resource planning and program cost management 6. Ability to influence without direct authority and navigate complex organizational dynamics in a matrixed healthcare system

Physical Requirements:

PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs 34-66% of the workday (frequently); 01-10 lbs 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking Occasional sitting Close eye work (computers typing reading writing) Physical demands may vary depending on assigned work area and work tasks. Environmental Factors

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock Floor Surfaces Hot/Cold Temperatures Indoor/Outdoor conditions Latex Lighting Patient care/handling injuries Radiation Shift work Travel may be required. Use of personal protective equipment including respirators environmental conditions may vary depending on assigned work area and work tasks.

Emory is an equal opportunity employer and qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcares Human Resources at . Please note that one weeks advance notice is preferred.