Manager of Patient Experience

About the role

The Manager of Patient Experience is responsible for overseeing and enhancing the overall patient experience across all of Mary Free Bed. This leader will work collaboratively with system leaders to standardize MFB's customer service standards, provide learning opportunities and consultation needed to successfully resolve patient concerns, and create a venue to share ideas, examples, and best practices as it relates to patient experience. This role involves developing and implementing strategies to improve the patient experience by providing social/recreational/therapeutic activities outside of scheduled therapies, addressing/resolving patient concerns, and fostering a culture of respect, empathy, and patient and family centered care. The Patient Experience Administrator will work closely with clinical and non-clinical teams to ensure that every interaction contributes positively to the patient's journey towards hope and freedom. Essential Job Responsibilities - Strategy Development: Design and implement a comprehensive patient experience strategy that aligns with the organization's mission, vision, and values and abides by standards and regulations outlined by external agencies including the Centers for Medicare and Medicaid Services, The Joint Commission, and CARF. This leader will collaborate with other leaders to set measurable goals for patient satisfaction and regularly monitor progress. - Staff Management: Manages the Guest Services Team to provide leadership support to achieve the customer service goals of the system. - Patient Events and Activities: In collaboration with other departments, including volunteer services, pastoral care and recreational therapy, creates a meaningful series of events and activities for patients and families that reinforce rehabilitation goals while also enhancing the patient experience at a Mary Free Bed location. A specific focus will be expanding activities for patients and family members outside of scheduled therapies, including, but not limited to, evenings and weekends. - Engagement: Collaborates with others within the Quality, Risk and Performance Improvement Department to serve as liaison between patients/families and Mary Free Bed staff to gather patient feedback and concerns. Creates an open and honest communication process between MFB and patients/families to ensure that patients/families are included and engaged in the care process and their voices/concerns are heard. Maintains dignity and respect for all patients as they share their concerns. - Quality Improvement: Analyzes patient feedback data, including surveys, focus groups, and other feedback mechanisms, to identify areas for improvement. Collaborates with healthcare providers and staff to develop improvement projects that enhance the patient experience. - Training and Development: In collaboration with other leaders throughout the system, provides and/or ensures the availability of training sessions for leaders, providers, and staff on patient-centered care, effective communication, crucial/difficult conve