Patient Experience Supervisor

The Supervisor-Patient Experience acts as the liaison between the patient, family, provider, customer and the Hospital and associated clinics, overseeing and managing the Hospital’s patient complaint resolution and other patient advocacy efforts. Assumes responsibility for planning, coordinating, and conducting patient experience staff development initiatives, including maintaining, coordinating, and improving existing patient experience initiatives. This person is responsible for patient satisfaction data collection and dissemination and coordinating patient experience improvement efforts.

The Supervisor-Patient Experience also oversees the implementation of the hospital’s complaints and grievances policy. This includes being a patient-facing contact who will provide in-take on patient/family complaints and grievances and being a subject matter expert to advise those responsible for addressing the complaints and grievances on the key elements of investigation and providing letter templates and editorial review of letters to patients. They also will be responsible for summarizing and reporting out the business unit performance to the business unit and Quality Assurance and Performance Improvement (QAPI) committee, in accordance with CMS regulations.

The Supervisor-Patient Experience will be the business unit’s point of contact for civil rights compliance. This includes being the Limited English Proficient Coordinator as well as being the coordinator for the civil rights plan and point person for Section 504 and Section 1557 compliance.

The Supervisor-Patient Experience position also has responsibility for the leadership of our First Impression Specialist Team.

Education

·     Preferred associate degree or bachelor’s degree in social work, communications, or another related field with an emphasis on written and verbal communication skills. A degree in a healthcare-related field not required, but preferred.

Experience

·     Three years of previous work experience in a health care setting is required.

·     Knowledge of procedures for maintaining security, confidentiality and integrity of employees, patients, family, and other medical information.

·     Experience of remaining in adherence to governmental regulations an advantage.

Other

·     Must have excellent interpersonal communications skills and the ability to handle difficult situations with diplomacy and tact.

·     Must be proficient in analyzing, interpreting, and presenting data.

·     Must have experience with the Microsoft Office suite of products (Excel, Outlook, Word, PowerPoint).

·     Ability to interact effectively with a wide variety of customers including patients, family, physicians, and hospital staff.

·     Demonstrated ability to effectively coach and teach individuals and groups.

·     Ability to identify problems, resolve conflict and administer appropriate service recovery.

·     Organize multiple activities, set priorities, adjust to frequently changing demands, and meet deadlines.