Patient Experience Manager

General Summary of Position
The Manager of Patient Experience at MedStar Georgetown University Hospital is responsible for executing and monitoring strategies to create exceptional experiences for patients families and visitors. This role involves managing the Office of Patient Experience service excellence initiatives patient experience education and Data Management and direct oversight of the volunteer services department. The manager collaborates with various stakeholders to ensure high-quality human experiences and serves as a subject matter expert in educating and coaching associates on patient experience metrics and strategies.

Primary Duties and Responsibilities

• Manages all aspects and functions of the Office of Patient Experience within the Patient Advocacy and Experience division in partnership with the Director and Executive Director of Patient Advocacy and Experience.
• Develops department goals objectives policies and procedures. Ensures compliance with business unit policies and procedures and governmental and accreditation regulations based on specific site needs.
• Selects trains orients and assigns department staff. Develops standards of performance evaluates performance and conducts performance management planning. Initiates or makes recommendations for personnel actions. Maintains ongoing communication with subordinates to review programs provide feedback discuss new developments and exchange information.
• Rounds on units (patients and associates) to receive feedback and assess program needs related to the patients and visitors' overall experience.
• Communicates immediate patient concerns to the appropriate team for resolution.
• Develops and delivers Patient Experience education and coaching programs for the organization
• Deploy and monitor hospital-wide patient experience performance improvement programs and strategies in collaboration with the Executive Director of Patient Advocacy and Experience
• Tracks and monitors trends in all aspects of patient experience results (Press Ganey) for performance improvement and action planning.
• Collaborates with division leadership (Advocacy Guest Services) to ensure a positive patient experience.
• Oversee the daily operations of the volunteer services department which includes the volunteer services coordinator ensuring all processes are followed per policy and guidelines set for by regulatory agencies.
• Participates in multidisciplinary quality and service improvement teams as appropriate.
• Participates in meetings serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate

Minimal Qualifications
Education

• Bachelor's degree Healthcare related field business or marketing/communications required
• Master's degree MBA/MHA/MPH/Education preferred

Experience

• 1-2 years In Healthcare Field required and
• 1-2 years Supervisory Experience required

Knowledge Skills and Abilities

• Demonstrated experience with patients and families in a healthcare setting
• Ability to work within a multidisciplinary team and multi-cultural environment
• Ability to diffuse stressful situations and resolve issues
• Well developed listening interpretative and conciliation skills
• Excellent communication writing and presentation skills
• Proficiency in Microsoft Office including Excel and PowerPoint and preferably Tableau or PowerBI