SUMMARY

Responsible for overseeing the effective and efficient patient experience process across the health system. Manages the relationship between the organization and the consumer, including front- and back-end operations in service, marketing of patient experience programs and initiatives, and support.

STATUS: Full Time            

LOCATION: Canton-Potsdam Hospital        

DEPARTMENT: Compliance

SCHEDULE: 8hr Day Shift

ATTRIBUTES

Education/Certification:

• Bachelor’s Degree strongly preferred.

Work Experience:

• Requires 3-5 years’ professional administrative work experience
• 1-3 years’ professional experience in audit controls preferred
• Professional experience managing programs with successful implementation is highly desirable.
• Three years general healthcare industry experience is preferred.
• Demonstrated professional experience in successfully performing software solutions, similar to:
  • SafeConnect        (Event Reporting System)
  • EPIC                     (EMR)
  • NRC Picker         (Patient Satisfaction Survey Vendor)

RESPONSIBILITIES

Work collaboratively with the Manager and Senior Director to ensure effective system-wide patient experience branding, initiative marketing, and communications concerning patient experience activities and integration across other functional areas.  Serve as a proactive resource providing communication and training programs to ensure consistent delivery of patient and family-centered care. Responsibilities include, but are not limited to:

• Develop and maintain programmatic initiatives, concentrating on those that most strongly contribute toward improving patient experience.
• Develop and perform training programs for staff and leaders to educate on patient experience programs, and customer loyalty
• Create patient experience branding and communication tools to enhance organization communication
• Research best practices related to patient experience and work to develop internal programs based on the research conducted

Draws insights and presents results clearly to facilitate sound decision making on next steps. Work closely with other departments and operational areas to ensure integration of the patient experience efforts with other strategic initiatives.  Demonstrate interpersonal skills and ability to build productive relationships with broad range of employees, managers and customers. Responsibilities include, but are not limited to:

• Working with the Sr. Director, provide oversight for the Patient Experience Committees
• Working with the Sr. Director and Manager, provide oversight for the Patient Advisory Committees

Provide additional research and training as needed for Compliance and Patient Experience department in the form of communication and liaising with other departments and special projects as assigned.