Manager-Patient Exp-Engagement Internal Only
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*Bonus and/or sign-on available to new employees and may require previous work experience. Employment commitment to Samaritan is required.
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JOB SUMMARY/PURPOSE
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Provides management and oversight to the Patient Experience and Engagement Department Coordinator Team, working to improve patient satisfaction and experience within the SHS hospitals, clinics, and other business units that helps the system meets its goals for service excellence. Serves as the primary subject matter expert for satisfaction, engagement, service recovery, complaint and grievance resolution, and other factors involved in framing and improving the human experience.
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DEPARTMENT DESCRIPTION
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The Patient Experience and Engagement team executes, manages, and advises initiatives that lead to exceptional and differentiated patient, family, and employee experience, in alignment with our operating system and system priorities. The team supports the system quality and patient safety management system policy and directs efforts through the HRO principles and evidence-based quality methodologies.
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EXPERIENCE/EDUCATION/QUALIFICATIONS
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Bachelor's degree in a related field or equivalent experience required.
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Three (3) years related experience in a healthcare setting required.
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Two (2) years leadership experience required.
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Experience/and or training in computer applications, including Microsoft Office, required.
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Lean/Six Sigma certifications, Certified Patient Experience Professional, and/or Certified Patient Advocate preferred.
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Experience in customer relations/patient satisfaction in a hospital or clinic setting preferred.
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Hospitality and healthcare experience preferred.
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Crisis intervention skills and training preferred.
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KNOWLEDGE/SKILLS/ABILITIES
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Leadership - Inspires, motivates, and guides others toward accomplishing goals. Achieves desired results through effective people management.
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Conflict resolution - Influences others to build consensus and gain cooperation. Proactively resolves conflicts in a positive and constructive manner.
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Critical thinking – Identifies complex problems. Involves key parties, gathers pertinent data and considers various options in decision making process. Develops, evaluates and implements effective solutions.
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Communication and team building – Leads effectively with excellent verbal and written communication. Delegates and initiates/manages cross-functional teams and multi-disciplinary projects.
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Community Relations - Ability to develop and maintain good working relationships with people internal and external to the organization, including executives and stakeholders from various backgrounds. Ability to identify common interests and develop balanced solutions. Ability to interact positively and productively with staff and workgroup teams across the organization and to facilitate meetings that have clear objectives and meaningful outcomes.
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Presentation Skills - Effective written and verbal communication skills to perform group presentations, tactfully discuss issues, and listen to and understand complex information/situations. Ability to work with all levels within the organization, facilitate communication, and effectively document related activities.
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PHYSICAL DEMANDS
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Rarely
(1 - 10% of the time)Occasionally
(11 - 33% of the time)Frequently
(34 - 66% of the time)Continually
(67 – 100% of the time)CLIMB - LADDER
LIFT (Floor to Waist: 0"-36") 20-40 Lbs
SQUAT Static (hold >30 sec)
STAND
WALK - LEVEL SURFACE
WALK - INCLINE
CLIMB - STAIRS
BEND FORWARD at waist
SQUAT Repetitive
ROTATE TRUNK Standing
PUSH (40-60 pounds force)
PULL (40 - 60 pounds force)
SIT
ROTATE TRUNK Sitting
REACH – Forward
REACH - UpwardMANUAL DEXTERITY Hands/wrists
FINGER DEXTERITY
PINCH Fingers
GRASP Hand/Fist
LIFT (Floor to Waist: 0"-36") 0-20 Lbs
LIFT (Waist to Eye: up to 54") 0 - 20 Lbs
LIFT (Knee to chest: 24"-54") 0 - 20 Lbs
LIFT (Overhead: 54" and above) 0 - 20 Lbs
CARRY 2-handed, 0 - 20 pounds
CARRY 1-handed, 0 - 20 pounds
#LI-DNI
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