Manager, Patient Experience
At Steward Health Care System, we are committed to improving the health of our communities by delivering exceptional, personalized health care with dignity, compassion and respect. Our continued focus on the patient experience informs our caregivers in how to provide care that is respectful of and responsive to individual patient and family preferences, needs and values.
If you are seeking a fast-paced, challenging position in an organization committed to achieving and maintaining a standard of excellence in all we do, our organization may be a good fit for you.
The Patient Experience Manager acts as the hospital champion to promote a culture of service excellence to deliver an exemplary patient, family and visitor experience that positively impacts outcomes (Press Ganey, HCHAPS). The Patient Experience Manager’s focus is on developing and implementing a patient and family- centered 5-star experience utilizing best practice strategies. Responsible for creating and leading training programs for all staff, including physicians, to continuously improve the patient experience. Rounds on inpatients and outpatients. Analyzes patient experience data and metrics to create and implement initiatives that result in meeting established goals for patient satisfaction. Monitors nurse led and other hospital wide initiatives including but not limited to Bedside Shift report, Purposeful Rounding and Leader Rounding
• Registered Nurse with 3-5 years customer service experience or 3-5 years job specific experience with a strong focus on customer service, supporting patient care, or hospitality.
• Proficiency with Microsoft Word, PowerPoint and other relevant applications
• Completion of some form of continued education regarding customer-focused relationships, relationship building, service excellence or other similar program.
• 1-2 years prior experience supervising staff in a service, healthcare, or hospitality related industry (preferred).
Important COVID message
Please note, our Good Samaritan Medical Center is taking additional, necessary preparations to ensure patients can receive compassionate care in a safe, carefully managed environment - with confidence and without fear. Our Safe and Ready program consists of a rigorous [five-point] standard ensuring patient safety, confidence and convenience: Expanded hours will allow previously cancelled procedures to be scheduled as quickly as possible. Any COVID-19 related care takes place in designated areas away from other patients and their families. Emergency Departments are reorganized to be a safe place to treat all emergency patients. A stringent cleaning policy has been implemented throughout the hospital. A strictly controlled visitor and masking policy is required for patient safety. You can rest assured that we have made the necessary preparations to provide care in a safe, controlled and professional way.
Steward Health Care is an Equal Employment Opportunity (EEO) employer. Steward Health Care does not discriminate on the grounds of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic.