Patient Experience Manager and Coach - SRGA Administration - Southern Regional Medical Center

Join an award-winning team of dedicated professionals committed to our core values of quality, compassion and community! Southern Regional Medical Center, a member of the Prime Healthcare Foundation, offers incredible opportunities to expand your horizons and be part of a community dedicated to making a difference.

Southern Regional Medical Center is a non-profit, 331-bed full-service hospital serving the residents of Clayton County and southern crescent metro Atlanta communities. The hospital offers a complete line of services including Senior Care and Senior Behavioral Health Services; Emergency Services; Heart and Vascular; Advanced Imaging; Laboratory; Neuroscience Services; Rehabilitation; Sleep Diagnostic Center; Surgery/Robotic Surgery; Wound Care; and Women’s Health Services, including a Level III NICU. The hospital is certified accredited as a Chest Pain Center and Primary Stroke Center. Learn more at southernregional.org.

Company is an equal employment opportunity employer. Company prohibits discrimination against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (subject to applicable law), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. The Company also prohibits harassment of applicants or employees based on any of these protected categories. Know Your Rights: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf

Southern Regional is looking for a Patient Experience Manager to help improve our patient's outcomes. The Patient Experience Manager will educate patients, communicate with providers, and develop institutional work to enhance our the patient experience at Southern Regional Medical Center. Come join out Team and create a positive experience for our patients!

Responsibilities

• Serves as knowledge, quality and process expert on patient experience improvement.
• Acts as point of contact for facilities and responds to patient experience inquiries related to measures, analysis, support and interventions.
• Plans and provides training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization.
• Communicates all requirements and commitments for each project.
• Prepares and presents both oral and written reports and presentations on the progress of the facilities in meeting their patient experience goals.
• Aids in monitoring, reporting and analyzing patient experience data in order to identify priorities and opportunities for improvement, and reporting on findings to key stakeholders.
• Serves as a change agent on patient experience.
• Partners with directors and other manager/coaches to establish and sustain patient experience strategic plan.
• Adopts a proactive approach to identify risk to plan success.
• Develops and organizes tools, processes and procedures that can be utilized across the system to ensure positive patient experiences.
• In collaboration with Regional Director, interfaces with key leadership constituencies to help drive system performance.
• Applies evidence-based knowledge of performance improvement, survey instruments and methodology to work.
• Leads, facilitates, or participates in facility and facilities within region’s patient experience teams and improvement activities as assigned or approved by director.
• Supports other teams’ work in relation to patient experience outcomes, and supports integration of process improvements across system.

EDUCATION, EXPERIENCE, TRAINING

1. Experience consulting or coaching evidence-based best practiced in patient experience in a health care setting

2. Bachelor’s Degree in Business, Healthcare or a related field, preferred.

3. Must have excellent communication and presentation skills – written and oral

4. Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders to creatively solve problems, guide, and influence people.

5. Must effectively manage time, and operate as a self-starter by being proactive and assertive.

6. Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.

7. Requires knowledge of CAHPS, Reputation Management, and other such patient experience surveys in the public domain that impact public reporting and value-based reimbursement.

8. Strong computer literacy and software experience – Word, PowerPoint, Excel, Adobe Acrobat.

9. Ability to travel to all entity locations throughout the geographic service area.

#LI-CC2