POSITION SUMMARY:

The Patient Experience Manager is a key stakeholder in supporting a culture of patient centered care and generating first class, memorable experiences for patients and their families. The Patient Experience Manager implements, communicates, manages and fosters the Keralty service model throughout the organization. The individual projects a professional, positive, calm and empathetic demeanor while advocating on behalf of the patient and guarantees the highest standards of satisfaction, promotes loyalty and attraction of new patients.

ESSENTIAL RESPONSIBILITIES, PATIENT EXPERIENCE ADVOCATE WILL:

  • Visit patients on a daily basis to greet them and attend to patients and family’s needs.
  • Effectively manage patient and family compliments, complaints and concerns.
  • Serves as a liaison between patient/family members, staff, physicians and Keralty administration.
  • Possess knowledge and understanding of patient’s rights, legal aspects of patient care, and maintains confidentiality of patient’s care at all times.
  • Ensures nursing administration is informed of any issues identified or discussed among the nursing staff, nursing aides, or any ancillary services that impact patient care, employee morale, safety issues, etc.
  • Document, investigate and guarantee quality and timely feedback to appropriate leadership and ensure complex issues are resolved within established timeframes, ensuring to keep the patients and families informed throughout the process.
  • Maintain patient information confidential adhering to HIPAA rules and regulations.
  • Design and implement strategies, processes, and policies that allow attaining the required service levels throughout the various departments of the Organization.
  • Structure, communicate, promote and implement the required implementation plans with all departments throughout the organization, for the cultural transformation towards service excellence.
  • Identify, update, monitor and manage the KPIs and metrics required to establish the status of the service level, the actions required for the improvement and the implementation of activities towards service excellence.
  • Participate in the design and implementation of process improvements, based on the understanding of needs and the proper handling of the experiences of current and potential patients, detecting opportunities in all processes that impact patient care and attention.
  • Establish and ensure compliance with the established service level agreements, detecting non-conformities and proposing improvement actions on them, continuously evaluating the service indicators, monitoring the results of the indicators, evaluating deviations, action plans and impact. The foregoing in order to guarantee that the service provided complies with the indicators required by the Company for the satisfactory attention of patients.
  • Assist Risk Management with resolution of complaints in order to improve optimal service levels.

SKILLS AND ABILITIES:

  • An exceptional communicator who maintains professional and empathetic demeanor when addressing patients.
  • Able to think logically and apply knowledge to resolve needs of family and patient.
  • Must be thoroughly knowledgeable of the hospital organization.
  • Must have a good working relationship with management, department heads, supervisors and staff.
  • Must have strong interpersonal skills.
  • Positive, innovator, evaluative and creative professional.
  • Natural leader and problem solver professional.
  • Knowledge of office management systems and procedures.
  • Uphold the Strategic vision of the organization
  • Outstanding organizational and time management skills.
  • Up to date with latest business gadgets and applications.
  • Teamwork and detail oriented.

QUALIFICATION:

Education:

Bachelors / Master’s degree in Business Administration or relative careers.

5+ years of experience managing customer service for services companies.

Job Knowledge:

  • Knowledge of office management systems and procedures.

Bilingual English/Spanish a must.

Job Type: Full-time