Manager Patient Experience I Patient and Family Experience

US-OH-Kettering

Job ID: 2025-57341
Type: Full-Time
# of Openings: 1
Category: Management
KH Main Campus

Overview

Kettering 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 God’s 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.

Responsibilities

Job Requirements:

• Master ‘s degree in education, business, healthcare administration or related field
• Bachelor of Science in Nursing Preferred
• Certified Patient Experience Professional (CPXP) Preferred
• 7+ 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 scores
• Communication:verbal / written communication needs to be clear and concise when communicating with patients, medical staff, hospital administrators, leaders, staff and volunteers
• Empathy:demonstrate the ability to understand another person’s feelings and perspective
• Strategic Thinking:ability to plan and execute to achieve a goal
• Problem-solving:identify and resolve issues
• Data Analytics: use data to identify insights and drive improvement
• Influence: inspire change and accountability
• Collaboration:partner with leaders, physicians, staff and volunteers
• Technology:utilize software tools to track scores and measure the impact of changes on patient outcomes
• Interpersonal and Leadership: build strong relationships and rapport with colleagues
• Proficient in Microsoft Office

Job Responsibilities:

• Champions and promotes KH’s values, mission, and culture with enthusiasm and sincerity
  • Oversees and manages the daily operations of the patient experience department
  • Supports 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 family
  • Conducts 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 improvement
  • Collects and analyzes data related to the patient experience
  • Identifies opportunities for improvement in the patient experience
  • Implements changes to improve the experience of care
  • Evaluates the effectiveness of changes made to the patient experience
  • Serves as a resource to staff on issues related to the patient experience
  • Attends meetings and conferences related to the patient experience
  • Keeps informed on best practices in the field
  • Manages time effectively in completing responsibilities
  • Presents a professional appearance in accordance with policy
  • Demonstrates awareness of and adherence to the organization’s policies regarding patient confidentiality, corporate integrity, and privacy
  • Develops 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 Councils
  • Presents at network orientation and campus orientation
  • Work with Network team to implement process for gathering “patient stories”
  • Practices proper telephone etiquette, elevator courtesy, walk others to their destination, promote atmosphere for a healing environment
  • Demonstrates ability to communicate effectively with patients, families, and all levels of leadership
  • Provides orientation and education on Press Ganey platform and reports
  • Recognizes and rewards department performance and staff behaviors promoting a positive impact on the patient and family experience
  • Facilitates the Daisy and Sunflower Awards