Job description

Nuvance Health has a network of convenient hospital and outpatient locations — Danbury Hospital, New Milford Hospital, Norwalk Hospital and Sharon Hospital in Connecticut, and Northern Dutchess Hospital, Putnam Hospital Center and Vassar Brothers Medical Center in New York — plus multiple primary and specialty care physician practices locations, including The Heart Center, a leading provider of cardiology care, and two urgent care offices. Non-acute care is offered through various affiliates, including the Thompson House for rehabilitation and skilled nursing services, and the Home Care organizations.

Manager of Patient Experience

Purpose: The Manager of Patient Experience performs a wide variety of duties to ensure that patient satisfaction is promoted, patients’ needs are addressed, the staff is educated in customer service and, through the hospital’s Performance Improvement process, opportunities for improvement in customer satisfaction are identified and addressed.

Essential Responsibilities:
1. Oversee day-to-day operations within the span of control, resolving problems as necessary, and ensuring that operations are efficient, compliant, safe, and of the highest possible quality. Optimize management structures and workflows within a span of control to improve quality and efficiency continually.

2. Develops policies and procedures to support interventions and goals in collaboration with the hospital President and NDH Board in meeting these goals. Collaborates with physicians, management, and staff to identify trends in performance best practices and barriers to success.

3. Leads and monitors targeted patient experience initiatives. Collaborates and coach’s hospital leaders, department managers, and frontline staff to implement evidence-based strategies to improve the patient experience.

4. Synthesizes patient experience performance and feedback from a variety of sources to assist with analysis and program development for a successful program. Responsible for measuring overall patient experience team progress and effectiveness at various hospital leadership committees.

5. Develops and implements a strategic plan to create and maintain a culture of customer service. Exhibits problem-solving skills in both routine and emergency situations. Consistently demonstrates patient experience skills by placing patient perception concerns first.

6. Coordinates employee, individual team, and department recognition of patient experience excellence through the use of internal recognition programs.

7. Creates and develops programs and teaching plans which meet the staff needs in relation to patient experience. Educates all hospital orienteers on to Report of Concern process and Patient Bill of Rights in a monthly house-wide orientation. Evaluate the success of the programs in meeting objectives of Patient Experience education.

8. Establishes and maintains a patient complaint tracking system that supports the Performance Improvement Program and hospital leadership in compliance with CMS, TJC, and NYS DOH regulations.

9. Logs into Patient Call Manager (PCM) daily to access patient list, reviews patient discharge in Cerner to determine any specialized question groups, performs discharge call-back according to PSM script/specialty, and answers patient questions regarding discharge instructions/plan and escalates issues/concerns to appropriate departments.

10. Rounds daily to all inpatient units for discharge list, reviews patient discharge in Cerner to determine and schedule follow-up appointments, documents appointments in Cerner, and reviews appointments with patient’s Primary Care Nurse.

11. Maintain contemporary professional knowledge and education.

12. Demonstrates regular, reliable, and predictable attendance.

13. Performs other duties as required.

Leadership Skill Requirements:
Ability to establish key goals, drive and track results among multiple decision-makers and stakeholders and meet deadlines in a fast-moving environment.

Ability to maneuver through complex, politically-charged situations and understand the dynamics and culture of the organization.

Ability to anticipate problems and negotiate solutions with peers, senior leadership, and other key stakeholders.

Ability to quickly gain the trust and respect of others, drive collaboration, build a teamwork environment, search for the win/win scenarios.

Influencing Skills: Ability to lead an organization using influence, rather than possessing the direct authority of others, being sensitive, yet direct in both verbal and written communications.

Managing Complexity: Ability to lead and drive results in a complex organization, achieving alignment between often conflicting priorities, initiatives, and people.

Functional/Technical Skills Requirements:
Communications: Excellent written and verbal communications skills.Ability to take abstract, complex, and/or technical information and break it down for a variety of audiences in a way that is meaningful for them.

Functional Oversight: Issue identification, gap analysis, ability to prioritize business needs, and execute solutions.

Financial Management: Ability to understand financial reports, develop basic financial models, and identify trends, variances, and opportunities.

Education and Experience Requirements:

• Bachelor’s Degree in a health-related field or equivalent experience.
• Minimum of five (5) years of Acute Care experience.

Minimum Knowledge, Skills, and Abilities Requirements:

• Knowledge of data analysis.
• Excellent interpersonal, problem-solving, communication skills, and a high level of self-direction.

License, Registration, or Certification Requirements: NYS RN License

Location: Rhinebeck-NDH 6511 Springbrook Avenue

Work Type: Full-Time

Standard Hours: 37.50

FTE: 1.000000

Work Schedule: DAY 7.5

Work Shift: monday- friday

Org Unit: 1092

Department: PT Relations Programs

Exempt: Yes

Grade: S12

Salary Range:
$39.2100 - $72.8300 Hourly

EOE, including disability/vets.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete this form or to participate in an interview, please contact Human Resources at 203-739-7330 (for reasonable accommodation requests only). Please provide all information requested to assure that you are considered for current or future opportunities.

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