Senior Patient Experience Manager

Job Summary:

Working as the Senior Patient Experience Manager, you will manage, coordinate, and direct all patient experience activities in collaboration with unit and regional leadership to improve patient satisfaction scores. You will also supervise all matters pertaining to account patient satisfaction initiatives in order to assure the highest client and customer satisfaction levels and account retention, strong employee relations, achievement of financial goals, and future business growth plans. This role is based at a hospital in Nashville and will split time equally between two hospital accounts in the city.

Key Responsibilities:

• Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance
• Maintains and supports client satisfaction at a level that ensures account retention
• Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs
• Increases regional patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting marketing success
• Conducts frequent on-site audits of high incentive/high risk accounts to confirm implementation of TouchPoint patient satisfaction strategies
• Connects with Sector leadership regularly to discuss obstacles, national trends, national efforts, region goals, and progress
• Visits assigned accounts on a regular basis to ensure that a sharing and exchange of ideas and experiences occurs
• Assists in the HR planning process to support implementation of strategies and tactics including proper staffing levels
• Interviews and assists in the selection of on-site Patient Experience team
• Works with on-site management team to develop the region's patient satisfaction plan for customer service initiatives and ensures its successful implementation
• Coaches and evaluates on-site Patient Experience team; provides continuous feedback performance andand applies appropriate developmental tools to assist in their individual growth

Preferred Qualifications:

• Bachelor’s Degree in healthcare administration, hospitality, hotel and restaurant, and/or business or equivalent combination of education and experience
• 5-7 years experience in patient food service operations; hospitality and/or healthcare experience preferred
• Good coaching and on the job training skills required
• Excellent organizational skills and ability to multi-task
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel,PowerPoint, and Outlook
• Exhibits initiative, responsibility, flexibility and leadership
• Fiscal and budgetary skills a plus