Manager - Care Experience | Full Time | Detroit, MI

GENERAL SUMMARY:

Provides in-depth, proactive consultation and direction to management, hospital staff, and physicians concerning service related issues to ensure that the organization meets or exceeds customer expectations as measured on the Performance Management System. Engages in partnerships with leaders to drive change with results evident inpatient satisfaction. Provides consultation to leadership by proactively identifying best practices and strategies for design of exceptional patient family experience.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provide in-depth, proactive consultation and direction to managers and staff in organizational service improvement.
• Lead large groups through process change that result in service improvements.
• Meet one-on-one with directors and managers to discuss current patient satisfaction issues.
• Manages and provides in-depth proactive consultation to direct reports to ensure equitable handling of patient concerns in accordance to best practice and regulatory guidelines.
• Provide guidance to the management staff to improve patient satisfaction.
• Assists leadership with the development of action plans to address patient survey issues.
• Provide coaching to directors, managers, supervisors and staff on service behaviors/standards and patient satisfaction data retrieval & analysis.
• Regularly attend unit/department staff meetings.
• Conduct focus groups on specific topics as needed.
• Advisor for service excellence best practice.
• Provide data analysis and research to identify trends and opportunities to facilitate appropriate service improvements for the development of optimal service excellence strategy.
• Identify needs for organization-wide learning; educate management and staff in service excellence related topics (communication, complaint prevention/resolution, benchmarking, service excellence best practices, and understanding how to use patient satisfaction/Press Ganey data)
• Facilitate conflict resolution, ensuring equitable and consistent handling of patient concerns; coordinates improvement initiatives resulting in an enhanced organization’s image, looking for creative solutions that would exceed customer expectations, creating loyal customers and positive word of mouth advertising.
• Engages in continuous study of the entire professional field, including best practices, to maintain the professional competence, knowledge, and skills necessary for the satisfactory performance of all assigned responsibilities. Completes required continuous training and education, including department specific requirements.
• Ensures that required documentation for activities within areas of responsibility is performed in an accurate and timely manner.
• Ensures that patients, their families, visitors, customers, and employees are treated with kindness and respect. Demonstrates teamwork and integrity in all work-related activities.
• Investigate and provide counseling and timely response (as appropriate) to patient and family complaints making appropriate contact with risk management.
• Manage grievance process to comply with CMS.