Patient Experience encompasses the range of interactions patients the health care system, including care from health plans, doctors, nurses, staff in hospitals, physician practices, and other health care facilities.

The Patient Experience Supervisor will assist Department Head in collecting, tracking and analyzing service excellence trends for optimizing service outcomes. The Supervisor will assist in communicating hospital wide progress on services and patient relation initiatives to all relevant team members.

• Assist Department Head in preparation of high level reports and demonstrate interpersonal and communication skills, both verbal and written, for all hospital groups; board members, medical staff, hospital associates, patients, families, and the community.
• Has oversight of Patient Experience Representatives daily rounding
• Responsible for reviewing Patient Experience Representatives Complaints and Grievances in Access database and proofing all Grievance letters
• Prepares quarterly Grievance Committee report
• Supervises Patient Experience Representatives
• Coach, mentor, provides feedback to improve service excellence from Patient Experience Representatives
• Supervisor will assist in collecting, tracking and analyzing data of HCAHPS in NRC Picker database
• Assist Department Head to create educational programs promoting patient centered care
• Actively participate on interdisciplinary team rounding
• Assist with management follow-up and communication related to patient complaints/grievances/concerns
• Will help answer multi-line phone
• Responsible for monitoring lunch schedules, vacation time and sick calls
• Expected to cross-train and/or attend meetings throughout all OBHS locations.

Education:

• Bachelors in Business Administration, Hospital Administration or Healthcare/management related field.
• Masters preferred.

Experience:

• Minimum five (5) years of previous job-related experience required.
• Minimum three (3) years healthcare supervisory experience required.

Knowledge and Skills:

• Computer literate Microsoft suite, typing 60 wpm, answering multi-line phone, managing office equipment.
• Demonstrates high proficiency of the English language, verbal and written.
• Demonstrates working knowledge of the health care environment, dynamics of hospital internal and external customer relations including physician, employees and patients.
• Requires knowledge of the use of HCAHPS, market research, and other proxy data to identify industry best practice relative to the patient experience and to integrate and direct agreed upon actions.
• Demonstrates a high level of personal accountability to role model and lead by example the expectations for all associates to provide exemplary customer service.
• Demonstrates extremely independent judgment and self-motivation.

• Position requires prolonged periods of standing, reaching, walking throughout the working day.
• Position will be required to stoops, bends, lifts, carry items weighing up to 75 pounds.

IMC is an equal opportunity employer, it is our policy to provide equal opportunity to all employees and applicants for employment without regard to race, color, religion, national origin, marital status, military status, age, gender, sexual orientation, disability or handicap or other characteristics protected by applicable federal, state, or local laws.