Mgr Patient Experience I Patient and Family Experience (Kettering)

Mgr Patient Experience I Patient and Family Experience

US-OH-Kettering

Job ID: 2025-57341
Type: Full-Time
# of Openings: 1
Category: Management
KH Main Campus

Overview

Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether its by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

Responsibilities

Job Requirements:

Master s degree in education, business, healthcare administration or related field
• Bachelor of Science in Nursing Preferred
• Certified Patient Experience Professional (CPXP) Preferred
7+ years experience in hospital setting, leading / collaborating with teams, delivering training and implementing customer service initiatives. Proven track record of successfully managing and improving patient satisfaction scoresCommunication:verbal / written communication needs to be clear and concise when communicating with patients, medical staff, hospital administrators, leaders, staff and volunteers
• Empathy:demonstrate the ability to understand another persons feelings and perspective
• Strategic Thinking:ability to plan and execute to achieve a goal
• Problem-solving:identify and resolve issues
• Data Analytics: use data to identify insights and drive improvement
• Influence: inspire change and accountability
• Collaboration:partner with leaders, physicians, staff and volunteers
• Technology:utilize software tools to track scores and measure the impact of changes on patient outcomes
• Interpersonal and Leadership: build strong relationships and rapport with colleagues
• Proficient in Microsoft Office

Job Responsibilities:

• Champions and promotes KHs values, mission, and culture with enthusiasm and sincerity
  Oversees and manages the daily operations of the patient experience department
  Supports and demonstrates a culture of caring and service excellence as evidenced by rounding, words of affirmation, and serving as an advocate for the patient and family
  Conducts regular coaching observations of best practice initiatives (bedside report, purposeful rounds, leader visits)
  Leads regular cadence of patient experience review sessions with departmental leaders, communicating patient experience scores and collaborating with leaders/staff on strategies for improvement
  Collects and analyzes data related to the patient experience
  Identifies opportunities for improvement in the patient experience
  Implements changes to improve the experience of care
  Evaluates the effectiveness of changes made to the patient experience
  Serves as a resource to staff on issues related to the patient experience
  Attends meetings and conferences related to the patient experience
  Keeps informed on best practices in the field
  Manages time effectively in completing responsibilities
  Presents a professional appearance in accordance with policy
  Demonstrates awareness of and adherence to the organizations policies regarding patient confidentiality, corporate integrity, and privacy
  Develops and utilizes formal and informal methods to seek patient and family feedback. Assists Vice President of Patient Services in identifying members and facilitating Patient and Family Advisory Councils
  Presents at network orientation and campus orientation
  Work with Network team to implement process for gathering patient stories
  Practices proper telephone etiquette, elevator courtesy, walk others to their destination, promote atmosphere for a healing environment
  Demonstrates ability to communicate effectively with patients, families, and all levels of leadership
  Provides orientation and education on Press Ganey platform and reports
  Recognizes and rewards department performance and staff behaviors promoting a positive impact on the patient and family experience
  Facilitates the Daisy and Sunflower Awards

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