Manager Patient Experience

Manages Corewell Health patient experience program and teams. Accountable to lead teams who interact with patients and families on best practices to promote positive patient experiences and reach system strategic and regional patient experience goals through the creation, implementation, and management of improvement projects and sustainment work, including change management. Responsible for daily operations of the team. Accountable for daily management of patient experience specialists, oversight of the Patient Family Partners Program (PFPP), department budget, and regulatory compliance. Partners closely with care delivery team leaders, other QSE leaders, and patient care departments to drive performance towards system and regional goals. Responsible for assessment, analysis, planning, implementation, and evaluation of a large number of interventions, programs and data. Additionally, provides consultation and education and works cooperatively and collaboratively with Corewell Health leaders to ensure standards and expectations are in place and to support new initiatives. Partners with other Managers across QSE to ensure collaboration and success. Role requires regular in person leadership presence in Corewell Health delivery system locations.

Essential Functions

• Assists the Director, Patient Experience in the development of system, hospital, departmental, and unit specific processes and procedures. Responsible for providing oversight to the Patient Family Partners Program at Corewell Health. Serves as a conduit between the leadership team and the community to improve patient experience outcomes. Assists in development and implementation of unified strategies to improve patient outcomes and patient experience metrics across the care delivery system.
• Oversees the activities and responsibilities of Patient Experience team members. Accountable for driving patient experience scores and metrics, developing improvement plans when needed. Acts as a liaison between hospital departments and partners with clinical staff. Ensures the Patient Experience department’s adherence to standards, policies, rules and regulations. Mentors, coaches and develops team members while being a role model resource for them.
• Responsible for interviewing, hiring, retaining employees and members of the team, monitoring performance. Develops team members, builds teams, and identifies and leverages talent across regions to foster high performing teams. Initiating when appropriate, and following through with disciplinary action and termination in consultation with Human Resources for service. Develops a team culture that encourages staff to speak up when they have concerns.
• Works with Director, Patient Experience and financial analyst to maintain department budget at appropriate level. Ensures team compliance with internal policies related to budget/expense.
• Manages the work priorities of the department to ensure organization and department targets are achieved. Delegates the general work assignment areas for all employees and assigns special projects individually. Mentors, coaches and develops employees while being a role model and resource to them. Makes data-informed decisions.
• Partners with Director, Patient Experience to implement strategies and tactics aligned with organization and department priorities. Takes action, monitors performance and provides regular reports on effectiveness to leadership.
• Creates and presents reports to or for the Director, Patient Experience and to or for other regional/system leadership teams upon request.
• Role requires frequent on-site physical presence in and regular travel to multiple locations across the assigned Corewell Health care delivery service area.

Qualifications

Required

• Bachelor's Degree Nursing, Social Work, or healthcare related field
• 5 years of relevant skills, knowledge, abilities typically gained through role(s) in health care, business, or quality improvement
• 3 years of relevant experience Leading Others (supervisory experience)

Preferred

• Master's Degree
• 3 years of relevant experience in management role/duties such as people, financial, quality, and/or safety
• CRT-At least one Certification from preferred list - IHI Open School Basic Certification

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.