Manager Patient Experience I Patient and Family Experience

Manager Patient Experience I Patient and Family ExperienceUS-OH-KetteringJob ID: 2025-57341Type: Full-Time# of Openings: 1Category: ManagementKH Main CampusOverviewKettering Health is a not-for-profit system of 14 medical centers and more than 120 outpatient facilities serving southwest Ohio. Our mission is to live Gods love by promoting and restoring health. Our commitment to our patients is to help individuals be their best. With that context, safety is our top priority. We provide an integrated system of healthcare experts committed to providing exceptional care.ResponsibilitiesJob Requirements:Master s degree in education, business, healthcare administration or related fieldBachelor of Science in Nursing PreferredCertified Patient Experience Professional (CPXP) Preferred7+ years experience in hospital setting, leading / collaborating with teams, delivering training and implementing customer service initiatives. Proven track record of successfully managing and improving patient satisfaction scoresCommunication:verbal / written communication needs to be clear and concise when communicating with patients, medical staff, hospital administrators, leaders, staff and volunteersEmpathy:demonstrate the ability to understand another persons feelings and perspectiveStrategic Thinking:ability to plan and execute to achieve a goalProblem-solving:identify and resolve issuesData Analytics: use data to identify insights and drive improvementInfluence: inspire change and accountabilityCollaboration:partner with leaders, physicians, staff and volunteersTechnology:utilize software tools to track scores and measure the impact of changes on patient outcomesInterpersonal and Leadership: build strong relationships and rapport with colleaguesProficient in Microsoft OfficeJob Responsibilities:Champions and promotes KHs values, mission, and culture with enthusiasm and sincerityOversees and manages the daily operations of the patient experience departmentSupports and demonstrates a culture of caring and service excellence as evidenced by rounding, words of affirmation, and serving as an advocate for the patient and familyConducts regular coaching observations of best practice initiatives (bedside report, purposeful rounds, leader visits)Leads regular cadence of patient experience review sessions with departmental leaders, communicating patient experience scores and collaborating with leaders/staff on strategies for improvementCollects and analyzes data related to the patient experienceIdentifies opportunities for improvement in the patient experienceImplements changes to improve the experience of careEvaluates the effectiveness of changes made to the patient experienceServes as a resource to staff on issues related to the patient experienceAttends meetings and conferences related to the patient experienceKeeps informed on best practices in the fieldManages time effectively in completing responsibilitiesPresents a professional appearance in accordance with policyDemonstrates awareness of and adherence to the organizations policies regarding patient confidentiality, corporate integrity, and privacyDevelops and utilizes formal and informal methods to seek patient and family feedback. Assists Vice President of Patient Services in identifying members and facilitating Patient and Family Advisory CouncilsPresents at network orientation and campus orientationWork with Network team to implement process for gathering patient storiesPractices proper telephone etiquette, elevator courtesy, walk others to their destination, promote atmosphere for a healing environmentDemonstrates ability to communicate effectively with patients, families, and all levels of leadershipProvides orientation and education on Press Ganey platform and reportsRecognizes and rewards department performance and staff behaviors promoting a positive impact on the patient and family experienceFacilitates the Daisy and Sunflower AwardsPIc53139ac712f-26289-39303257