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Manager Patient Experience, Service Excellence and Diversity

Job Description

Additional Job Information

  • 40 Hours per Week -
  • Benefits Eligible -

  • Job ID: 1209951
    Employment Status: Full-Time
    More Information:

    Christian Hospital is an acute-care community hospital with 220 staffed beds, located in north St. Louis County. As a founding member of BJC HealthCare, the hospital has an expert medical staff and a diverse workforce of nearly 2,000 health care professionals who are dedicated to providing the absolute best care with the latest technology and medical advances. Christian Hospital is nationally recognized for stroke care and cardiology, and highly regarded for its excellence in emergency medicine, robotic surgery, orthopedic and spine surgery, pulmonology and wound care.

    Our Northwest HealthCare campus, located six miles west of Christian Hospital in Florissant, offers the community 24-hour emergency care as well as a variety of outpatient services and physician practices.

    The Service Excellence and Diversity Department coordinates and oversees the Guest Services at the Hospital, including patient transportation. Oversees all aspects of the hospital's guest relations, patient transport, concierge services, serves as a liaison between families, patients, and guests.


    Overview


    Role Purpose

    The Manager of Patient Experience directs the identification and prioritization of service excellence issues, and manages generation and implementation of customer service solutions for BJC HealthCare. The manager analyzes opportunities for improvement utilizing performance data and supports operating units in prioritizing areas of focus. He/she provides support to operating unit departments and teams in developing solutions that are data driven and evidence based. He/she works with operational leadership to understand the measurement systems in place and key findings from these systems and their potential financial ramifications, while assisting with the implementation of improvements and monitoring systems to assess the impact of service excellence improvement work. The manager evaluates patient satisfaction to assure an excellent patient experience is being delivered consistently across BJC.


    Responsibilities

  • Manages the use of internal and external data to assist in determining the opportunities for improvement in the customer experience.
  • Works closely with performance improvement teams, committees and department leaders to develop and execute a plan for improvement for both systemwide and local projects.
  • Develops and coordinates training activities and efforts to aid in the process changes and organizational knowledge necessary for developing customer-cenered delivery of care.
  • Identifies the impact of industry changes in addition to continuing to refine our existing measurement system and ability to use the data to inform decisions and drive change.
  • Participates in all strategic planning, budgeting, and cost analysis activities.
  • Manages individual(s) including but not limited to: hires, trains, assigns work, manages & evaluates performance, conducts professional development plans. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.
  • Develops and adheres to departmental staffing, revenue and/or expense budgets. Responds to changes in the business which may affect the ability to achieve the budget goals.

  • Minimum Requirements

     

    Degree

  • Bachelor's Degree
  •  

    Experience

  • 5-10 years
  •  

    Supervisor Experience

  • 2-5 years

  •  

    Preferred Requirements and Additional Job Information

     

    Degree

  • Master's Degree
  •  


    Benefits Statement

    Note: not all benefits apply to all openings

    -  Comprehensive medical, dental, life insurance, and disability plan options
    -  Pension Plan*/403(b) Plan
    -  401(k) plan
    -  Tuition Assistance
    -  Health Care and Dependent Care Reimbursement Accounts
    -  On-Site Fitness Center (depending on location)
    -  Paid Time Off Program for vacation, holiday and sick time

    *Pension does not apply to Memorial Hospital, Memorial Hospital East, Alton Memorial or Parkland Health Center


    Legal Statement

    The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.

     

    Equal Opportunity Employer