Patient Experience Manager - Steward Medical Group
(Briefly describe the overall purpose of this position - Why does it exist and how does it contribute to the overall organization?)
Patient Experience Managers act as an internal consultant and resource to SMG physician practices with a goal of driving performance excellence in patient experience. Reporting to the Director of Patient Experience, the Patient Experience Manager serves as a facilitator and change agent for continuous cultural and patient experience performance improvement by providing practice based real time observation and feedback, patient experience education, patient survey analytics and patient comments, secret shopper initiatives, patient complaint resolution and service recovery and general patient experience support for the employed physician practices. Using patient survey data and analytics the Patient Experience Manager will identify opportunities for improvement, implement improvement initiatives and measure success using concrete patient survey data.
(Use bullets for specific responsibilities)
REQUIRED KNOWLEDGE & SKILLS:
(Examples: Ability to work independently and take initiative; Good judgment and problem solving skills; Communication skills; Interpersonal and organizational skills; Level of confidentiality)
I. Education: Bachelor’s degree in related field required (or equivalent combination of education and experience), Masters degree a preferred.
II. Experience: Five to seven years experience working with physician practices in a clinical, clinical support or quality capacity.
III. Certification/Licensure: N/A
IV. Software/Hardware: MS Office Suite
V. Other: Understanding of the health care delivery setting. Experience with diverse populations a plus. Lean or Six Sigma training a plus.
Job Status: Full Time
Job Reference #: 13958