Regional Patient Experience Manager - Full Time - Palm Coast

Location Address: 60 Memorial Medical Parkway, Palm Coast, FL 32164

Work Hours/Shift:

Full Time - Days

You Will Be Responsible For:

The Regional Patient Experience Manager is responsible for directly managing the operations and improvement program of AHS Patient Experience in the Central Florida Division - North Region, with assignment to a specific campus or multiple campuses.  Working with AHS Patient Experience and Campus Leadership, the manager develops and implements strategic best practices in the most effective manner across the region.  This role provides senior level consulting and coaching to executives, middle and front line leaders in the best practices for patient experience, requiring solid knowledge of functional best practices and critical thinking related to how to best influence the field in process improvement.  Additionally, this position leads or participates in the planning of regional and major system events including conferences and strategic forums.  As a leader in implementing improvements in patient experience, this role requires a strong working knowledge of effective reporting and interpretation of survey results, along with an understanding of statistical concepts.  This role works with the Chief Nursing Officer and AHS headquarters to manage the site visit program for assigned campus(es), leveraging Press Ganey Advisor resources to provide appropriate education.  This position serves as a change agent for Adventist Health System and requires strong experience in process improvement, along with a proven track record of leading others in the improvement of patient experience

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:

· Working with other campus based managers, manages the patient experience program for the East Florida region, demonstrating strategic planning capabilities and negotiation skills.
· Works closely with executive leaders at assigned campus to ensure that we are most effectively meeting the needs of each facility and regional progress as a whole, while creatively leveraging limited resources.
· Effectively manages the consulting and coaching program to best leverage both self and external coaches/advisors with the most effective coverage at assigned campus(es).  Evolves coaching models as necessary to best meet needs and drive improvement.  
· Actively participates in strategic planning for patient experience in the region and system-wide.
· Demonstrates strong project management skills, and effectively develops and monitors project workplans to completion.
· Leads committees/efforts at assigned campus(es) and leverages best practices across West Florida. 
· Leverages the power of story and patient comments at assigned campus(es) to advance patient experience improvement, and provides on-going story contribution to the headquarters office.
· Influences accountability in the field working closely with campus senior leadership on the best approach, including performance review/patient experience committees.
· Consults with senior leadership at assigned campus(es), and mentors leaders, physicians and staff at all levels in best practices for patient and family experience.
· Collaborates with executives and leaders in the field to create and oversee unit/department level action plans to drive improvement at assigned campus(es).
· Organizes consulting priorities in a strategic manner, and pro-actively works with executives to ensure focus on the most critical areas for patient experience improvement.  
· Leads measurable improvement at assigned campus(es) based on goals established with AHS Patient Experience leadership.
· Working with the System Director, develops consulting methods and standard feedback mechanisms for use with campuses, requiring innovation and creative approach.
· Seeks out system standards for consulting on patient experience initiatives, strives for consistency and leverages work product of the AHS Patient Experience team.
· Demonstrates expertise and consults with skill on all tools in place at assigned campus(es) to support the entrenchment of best practice, including technology/online and paper based tools.
· Understands and stays current on CMS CAHPS requirements, Value Based Purchasing, Press Ganey & CAHPS survey processes, results and statistical significance, and is able to articulate them in a written or oral mode to all levels of the organization.
· Develops strategic recommendations for curriculum necessary to support patient experience improvement initiatives in the field across the continuum of care, including innovative approaches for delivery.
· Participates in the planning of the annual Patient Experience Summit, and supports all team efforts during the event.  
· Conducts engaging training classes and meetings as needed in support of key initiatives.
· Working with department leaders, contributes to the educational content planning of all patient experience strategy online forums and leadership workshops throughout the year.
· Engages in the development and deployment of consistent education for patient experience using innovative and effective training approaches, demonstrating sound knowledge of adult learning methods.
· Seeks out system standards for education on patient experience initiatives, strives for consistency and leverages work product of the AHS Patient Experience team.
· Ensures all educational materials and approach leveraged at assigned campus(es) meets system standards for consistent message, templates and professionalism.
· Serves as a lead educator and sustainment driver for CREATION Health principles in patient experience and care at assigned campus

KNOWLEDGE AND SKILLS REQUIRED:

· Demonstrates strong communication, organization and follow-through skills, managing patient experience improvement initiatives, projects and programs
· Skilled, demonstrated experience as a nurse leader driving patient experience improvement
· Knowledge of clinical and nonclinical acute hospital operations and continuum of care (connected care) pre/post-acute services
· Excellent communication skills (verbal and written) with a proven track record of effectively presenting information to all levels of the organization, including senior executives
· Flexibility and adaptability to change, with ability to function in a highly independent manner due to remote location from central headquarters
· Strong interpersonal skills and an ability to interface effectively with physicians, nursing, non-clinical and executive leadership  
· Strong attention to detail and ability to problem-solve effectively
· Strong consultant skillset, with the ability to influence all levels in the organization
· Exhibits excellent complex analytical, and change management skills
· Solid ability to analyze and evaluate business problems by defining the challenges, identifying alternatives, and making timely decisions 
· Strong knowledge of Patient Experience best practices, and how to best integrate with clinical care
· Solid knowledge of CMS CAHPS requirements, statistical concepts, and the survey process
· Expertise in effective methods of education and adult learning practices
· Ability to lead, organize and work on multiple initiatives/projects without compromising work
· Proficiency in Microsoft Outlook, Word, PowerPoint, Excel

KNOWLEDGE AND SKILLS PREFERRED:
· Lean or Six Sigma application knowledge

EDUCATION AND EXPERIENCE REQUIRED:

· Bachelors degree in nursing or related field
· Minimum of ten (10) years of healthcare related experience
· 5 years of experience as a Nurse Manager or above in an acute care setting or 3 years of experience in a patient experience consulting role in a multi-campus setting
· 10 years of experience as an RN
· Demonstrated history of leading strong improvement results in patient experience

EDUCATION AND EXPERIENCE PREFERRED:
· Masters degree in healthcare or business related field

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:

· RN License

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:
· Lean or Six Sigma certification
· Certified Patient Experience Professional