This listing was posted on ApplicantPro, TalentPlusHire.
Patient Experience Manager
Location:
Fort Myers, FL
Description:
The Patient Experience Manager serves as a resource and partner for the practice leaders and Patient Journey team in implementing change to improve the patient experience, while preparing data and reporting progress on the patient experience to MPG's executive team. This position evaluates overall Millennium patient experience data in the spirit of facilitating organizational opportunities for improvement, and not in tracking local site defects or enforcing compliance. The position serves as a consultant across Millennium to provide insight on healthcare industry best practices, ensure consistency in Millennium's patient experience and implement internal processes and behavioral standards that deliver on Millennium's vision/brand promise. Overall Objectives: Implement organizational improvements that favorably impact the patient experience as measured by survey data (e.g., net promoter survey, weekly text scores) Ensure consistency in patient experience across Millennium Ensure Millennium is positioned to deliver on brand promise of connected healthcare, advocacy and empathy for patient, respect, engagement, and service Optimize patient journey Increase patient engagement Essential Duties & Responsibilities: Act as owner for company level patient journey improvement initiatives (either solely or directing team activities), and assist local medical offices and departments with implementation activities Assess and facilitate improvements (either solely or by directing team activities) to workflows/ processes in support of patient journey, including the journey of patients newly attributed to and acquired by Millennium to proactively mitigate/minimize their disruption Serve as resource for practice leadership in facilitating improvements to the overall Millennium patient journey Evaluate patient experience data to track trends and identify opportunities to enhance/optimize data Monitor patient experience survey data and follow up on those complimented with individual rewards and/or MPG-wide communication Monitor service recovery trends and complaints to initiate areas of improvement, and contact patients as appropriate Perform field visits to offices Prepare reports and create/deliver presentations to all levels of Millennium leadership on progress to-date and improvement proposals Serve as key resource on Patient Journey team to align initiatives and undertake assignments as directed by Chair/Co-Chair Partner in the design and administration of the Secret Shopper program to ensure patient care is administered in a clean, safe and welcoming environment, and adherence to patient journey workflows/processes/signage Inventory patient engagement tools (e.g., portal, app, tablet) and oversee pilots to facilitate overall adoption Inventory patient communication touchpoints (e.g., helpdesk, complaint line) and facilitate consistency and timely response in partnership with Connection Center, Marketing, and Compliance departments Partner with Marketing to create comprehensive set of patient education materials regarding patient journey Facilitate overall adoption of best practices and partner on change management and training initiatives to ensure Millennium's brand promise is achieved Ensure Millennium's behavioral standards are in alignment with the optimum patient experience Contribute to production of learning interventions that build skills in providing a more effective patient experience Coordinate production of videos and other promotions that highlight exceptional patient experiences Qualifications/Education/Experience Bachelor's degree required, Master's preferred Minimum of five years in similar role or patient-facing role with responsibility for improving patient experience Adoption of the patient's perspective to evaluate design/redesign workflows and processes in a holistic fashion that considers the patient's overall experience Exceptional customer service skills driven by passion for the patient experience Creation of strong partnerships Collaboration with stakeholders and subject matter experts Implementation of solutions Change management Critical thinking Problem solving Decision making Meeting management Team leadership through influence (not authority) Data analysis and trend identification Strong time management Effective multi-tasking Up to 80% travel to work from medical offices Supervisory Responsibilities This job has no supervisory responsibilities. Competencies To perform the job successfully, an individual should demonstrate the following competencies: Adaptability Maintaining effectiveness in varying environments and with different tasks, responsibilities, and people. Analysis/Problem Assessment Securing relevant information and identifying key issues and relationships from a base of information; relating and comparing data from different sources; identifying cause-effect relationships. Communication - Expressing ideas effectively in individual and group situations (including nonverbal communication); adjusting language or terminology to the characteristics and needs of the audience. Good listening skills. Compassion - The responsibility to put a patient's or person's interests first, including the duty not to harm, deliver proper care, and maintain confidentiality. Compliance - Employee has satisfactory completed employers required compliance training.Employee is able to demonstrate an understanding of employers Code of Conduct. Dependability - Meets commitments, deliverables, deadlines, work independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements. Follow-up - Establishing procedures to monitor the results of delegations, assignments, or projects; taking into consideration the skills, knowledge, and experience of the assigned individual and characteristics of the assignment or project. Initiative - Making active attempts to influence events to achieve goals; self-starting rather than accepting passively; taking action to achieve goals beyond what is required; being proactive. Practices self-development. Integrity - Maintaining and promoting social, ethical, and organizational norms is conducting internal and external business activities. Judgement/ Problem Solving - Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, and communicates decisions to others. Patient Service Orientation - Proactively developing patient/customer relations by making efforts to listen and understand the customer and their needs (both internal and external); anticipating and providing solutions to customer needs; giving high priority to patient/customer satisfaction. Ensures appropriate follow up and is their advocate in determining solutions. The employee uses a variety of communication techniques to effectively express thoughts and ideas and to understand or influence. Practical Learning - Assimilating and applying, in a timely manner, new job-related information that may vary in complexity. Quality Orientation/ Attention to detail - Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems. Results Driven& Execution - Accountable for meeting or exceeding individual and/or department goals and objectives. Committed to producing results that will achieve company objectives. Sets priorities and organizes time to meet or exceed goals, follows up, and takes personal responsibility for results whether they are positive or negative. Team work/ Collaboration - Working effectively with team/work group or those outside formal line of authority (e.g., peers, senior managers) to accomplish organizational goals; taking actions that respect the needs and contributions of others; contributing to and accepting the consensus; subordinating own objectives to the objectives of the organization or team. Listens to others and values opinions. Technological /Professional knowledge - Having achieved a satisfactory level of technical and professional skills/knowledge in job-related areas; keeping abreast of current developments and trends in area of expertise. Work Standards - Setting high goals or standards of performance for self, direct reports, others, and the organization; being dissatisfied with average performance; self-imposing standards of excellence rather than having standards imposed by others. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Language Skills Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Mathematical Skills Ability to apply basic math, as necessary. Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Computer Skills To perform this job successfully, an individual should have advanced proficient knowledge of Microsoft Excel software; Microsoft Word Processing software, PowerPoint, Access, Outlook and ADP Payroll systems. Knowledge of Computers, Fax, Portals, Uploading, Downloading etc. Certificates, Licenses, Registrations N/A Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate depending on business activity of the office. Job Posted by ApplicantPro
Company:
Millennium Physician Group
Posted:
May 15 on ApplicantPro, TalentPlusHire
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More About this Listing: Patient Experience Manager
Patient Experience Manager is a Executive Manager Job at Millennium Physician Group located in Fort Myers FL. Find other listings like Patient Experience Manager by searching Oodle for Executive Manager Jobs.
Patient Experience Manager is a Executive Manager Job at Millennium Physician Group located in Fort Myers FL. Find other listings like Patient Experience Manager by searching Oodle for Executive Manager Jobs.