Mgr Patient Experience - Patient Family Experience - Beavercreek - FT/Days - #248019

Overview

Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

Campus Overview

Soin Medical Center

• Soin Medical Center has been serving residents of Greene, Western Clark, Eastern Montgomery, and Miami counties since 2012.
• Conveniently located off I-675 in Beavercreek.
• Provides a variety of health care services and is home to 4 accredited Centers of Excellence including hernia and robotic surgery.
• In 2020, Soin received an “A” from the Leapfrog Group, a national patient safety watchdog, ranking among the safest hospitals in the United States.
• Received 4 Star Baby-Friendly Hospital status by the Ohio Hospital Association.
• Soin received several awards from Healthgrades:
• Patient Safety Excellence Award (2017-2019)
• Outstanding Patient Experience Award (2017-2019)
  

Responsibilities & Requirements

Provides leadership for the development and implementation of projects whose objective is to improve thepatient and family experience. Facilitates communication with patients, families, leaders, and physicians,based on feedback from their experiences. Monitors patient experience data and collaborates withdepartmental leaders on actionable improvement plans and evaluates success of initiatives, modifying effortsas indicated. Accountable for researching and communicating best practices that are consistent with thehospital’s strategic plan for patient experience. Works with individual departments, leaders, and staff toidentify opportunities to improve the patient and family experience and assists in developing and promotingstrategies to support these initiatives. Responsible for preparation and facilitating monthly patient experiencereview sessions and communication/distribution of HCAHPS data and comments to department leaders.

Essential Functions

Key Job Responsibilities: Trustworthy

• Personally champions and promotes KHN’s corporate values, mission,and culture with enthusiasm and sincerity
• Supports and demonstrates a culture of caring and serviceexcellence as evidenced by rounding, words of affirmation, and serving as an advocate for the patient andfamily
• Leads monthly patient experience review sessions with departmental leaders, communicating patientexperience scores and collaborating with leaders on strategies for improvement
• Manages time effectively incompleting responsibilities
• Presents a professional appearance in accordance with policy
• Demonstratesawareness of and adherence to the organization’s policies regarding patient confidentiality, corporate integrityand privacy
• Utilizes resources consistent with Network values and organizational objectives for best patient.
  
  

and family experience Innovative

• Develops and utilizes formal and informal methods to seek patient andfamily feedback. Assists Vice President of Patient Services in identifying members and facilitating Patient andFamily Advisory Councils
• Develops and implements projects geared toward improving the patient and familyexperience within the organization. Presents at network orientation and campus orientation.
• Drives andleads key operational initiatives related to patient and family experience
• Serves as a leader and staff rolemodel to create an excellent patient and family experience
• Displays willingness and ability to problem-solve,make recommendations, evaluate and improve processes
• Work with Network team to implement process forgathering “patient stories”
• Facilitate with Vice President and leadership, Called to Care, education andtrainingCaring
• Demonstrates and promotes a culture that supports patient and family satisfaction. Coachesand mentors staff and departmental leaders
• Supports and demonstrates organizational approaches toservice excellence
• Demonstrates skills as a positive role model for others and adheres to and supportsStandards of Behavior
• Practices proper telephone etiquette, elevator courtesy, walk others to theirdestination, promote atmosphere for a healing environment
• Serves as a liaison supporting the patient,family, staff, and physicians to create an excellent experienceCompetent
• Demonstrates ability tocommunicate effectively with patients, families, and all levels of leadership
• Anticipates, identifies, anddevelops strategies to enhance the customer experience and meet their needs
• Demonstrates adherence topolicies and procedures established by the organization
• Works with Vice President of Patient Services toprovide reports and recommendations to staff and leadership to promote action plans to meet theorganizational goals. Assists with monthly meetings.
• Distributes weekly patient comments to leadership andmonthly physician reports to physician groups
• Facilitates educational opportunities to department leaders viawebinars, articles, and lectures that may lead to improvement in patient and family experience
• Providesorientation and education on Press Ganey database as necessary
• Facilitates discussions with leadersregarding opportunities to achieve excellent standards of patient and family satisfaction includingcommunicating best practices by identifying success factors and collaborating with leaders to determinestrategies for achievement
• Works with HR to provide campus orientation regarding service excellence
• Educates staff and leaders regarding Service Recovery and manages data collection processCollaborative
• Recognizes and rewards display of behaviors promoting a positive impact on the patient and familyexperience
• Collaborates with leaders at all levels to identify and implement opportunities for patient andfamily experience based on Kettering Health Network’s strategic plan for service excellence
• Establishes andmaintains an effective communication system with patient, families, physicians, and leadership for problem-solving
• Promotes an environment where the team can work cooperatively towards objectives. Displays team-oriented behavior and encourages teamwork in others
• Actively participates in Network teams andcommittees that support the patient and family experience
  
  

Minimum Education

• Bachelor of Science in Nursing
  
  

Minimum Work Experience

• Minimum of 5 years experience in clinical hospital setting
  
  

Required Skills

• Bachelor of Science in Nursing
• Patient and Family experience focused
• Demonstrates positive interpersonal relations, critical thinking skills, and ability to work with minimal supervision
• Ability to remain professional, compassionate, and empathetic during conversations with patients, families, staff, and physicians
• Must be able to work in a rapidly changing environments
• Leadership Capabilities
  
  

Preferred Qualifications

• Certified Patient Experience Professional (CPXP) preferred