patient experience manager resume

December 25, 2020 - Less than a minute read

People Management & Training: Responsible for mentorship and direct supervision of on-site Patient Experience Manager/Patient Ambassadors. Not exactly the next Bill Belichick yet, but far better than a total greenhorn. Preferred customer service experience and leadership experience working to motivate associates in performance improvement, Functions as principal administer of the UCBAssist service provider contracting relationship and create innovative approaches to ensuring the UCB/vendor relationship is efficient and productive to ensure patient value, Develops and refines UCBAssist process flows, SOPs, and work instructions to ensure the UCBAssist platform operations are optimized and consistent with strategy, Works with US Neurology creative vendor and printer to execute agreed upon UCBAssist platform collateral material, Coordinates field sales training initiatives for UCBAssist platform, Ensures quantitative operational KPIs and metrics are in place that tie to US Neurology business, Partners with UCBAssist Patient Experience Lead to implement and manage sales force execution of the UCBAssist platform, Partners with other internal groups to bring additional patient value experience, Executes enhancements to the UCBAssist program, Manages projects related to all UCBAssist platform activities, Retains and keeps current all relevant documents for the UCBAssist platform, High School Diploma, GED or 10 years of work experience, 1 year of Customer Service experience analyzing and solving customer problems, Must be enrolled in a college degree program, Must be able to work 10-20 hours a week during the hours of 8:00 AM to 5:00 PM, Monday-Friday, Major in Healthcare Administration, Nursing, or HDFS, Lead teams across all allocated Service areas and Hospital Zones ensuring effective completion of duties in line with performance standards, Ensuring that standards are achieved across all Service deliveries to the Trust at ward/departmental level, responsible for interfacing with ward/departmental Managers and Service teams. Passionate about delivering quality care and facilitating healthcare coordination. Graduate degree preferred, Previous experience working in a healthcare setting, Two years of experience in customer service, process improvement or patient experience preferred, Computer and strong data analysis skills preferred, Analytical ability to identify opportunities for improvement and problem resolution, Interpersonal skills to build effective working relationships with other hospital departments and patients, families and outside agencies, Ability to cope with stressful situations or encounters, and manage multiple and sometimes conflicting priorities, Ability to establish position working relationships with patients and families in difficult situations, Ability to quickly, and accurately assess patient and family concerns when contacted for assistance, Demonstrated ability to be able to solve critical issues in a very timely manner, Ability to be able to time manage and set schedules, Ability to organize and coordinate health fairs, community programs, and educational sessions for the hospital staff on patient care, Ability to communicate effectively in written or oral communication, 1 year of medical office or healthcare experience, Minimum of five years experience in healthcare and/or business environments’ customer service, Previous supervisory experience in healthcare environment, Ability to affect change and evaluate impact of change, Working knowledge of risk management processes, Ability to assess caregiver training needs, assist in coaching sessions for improved service skills, Ability to analyze, interpret and present statistical data, Interpersonal, analytical, presentation and leadership 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, Demonstrates strong project management skills, and effectively develops and monitors project workplans to completion, Participates in the planning of the annual Patient Experience Summit, and supports all team efforts during the event, Expertise in effective methods of education and adult learning practices, Proficiency in Microsoft Outlook, Word, PowerPoint, Excel, Communication:Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listens actively to others, Facilitating Change -Encouraging others to implement better approaches to address problems and opportunities; leading the implementation and acceptance of change within the workplace, Actively participates in strategic planning for patient experience in the region and system-wide, 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, 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, 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(es), Solid knowledge of CMS CAHPS requirements, statistical concepts, and the survey process, 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, Coaching:Engaging an individual in developing and committing to an action plan that targets specific behaviors, skills, or knowledge needed to ensure performance improvement or prepare for success in new responsibilities, Delivering High-Impact Presentations:Presenting ideas effectively to individuals or groups when given time to prepare; delivering presentations suited to the characteristics and needs of the audience, Critical Thinking: Methodically analyzes and evaluates business problems by defining the challenges, identifying alternatives, and making timely decisions, Manages and Executes Projects: Manages all aspects of engagement/project to ensure outcomes and timing are met, Manages to Results: Contributes to the successful realization of goals and demonstrates accountability for goal realization, Subject Matter Expertise: Possesses deep knowledge and specialized skill set pertaining to the job function, Influencing: Using effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes, Working with other campus based managers, manages the patient experience program for the West Florida region, demonstrating strategic planning capabilities and negotiation skills, 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). for preparation and implementation of specific development and training The national average salary for a Patient Experience Project Manager is $66,137 in United States. Educates health care professionals and employees on the varied ways to humanize a patient’s experience based on feedback from individual patients and their families. The work experience section is an important part that employers want to see in a resume for the customer experience manager job. employee creativity and innovation. Patient Transporter Resume Format. High-powered, enthusiastic, and seasoned manager offering immeasurable success in healthcare administration, compliance facilitation, and … When writing your resume, be sure to reference the job description and highlight any skills, awards and certifications that match with the requirements. Ability to organize and rationalize easily and quickly, is required, Hours of Work: Generally, 8-5, M-F. Customer Relations:  Added value to hospital committees  (i.e. corporate and division standards. 07/2014 – present. programs in eleven acute care facilities in New York City. Fully responsible for interviewing, onboarding, training, goal setting, counseling and scheduling of all volunteers. Filter by location to see Patient Experience Project Manager salaries in your area. Manager, Technical Support & Patient Experience for Sharp Healthcare in San Diego, CA. Patient Advocate Resume Examples. programs in each assigned account within the system for compliance with Many nurses will explain this within their objectives and will demonstrate how this will help them in both a hospital and clinical practice setting. Interprets results using a variety of techniques from simple data extraction to complex data mining independently, Maintains a record of internal best practices monitoring the progress and impact of various initiatives, Prepares visually attractive, accurate, timely reports, documents, and presentations utilizing appropriate software applications. Provides information and assistance in completion of Advance Health Care Directives; educates department staff on updates and revisions of these documents. As chairperson, duties include: set agenda, ensure documentation of meeting discussion, coordinate meeting materials, structure and facilitate discussion, Manages hospital-wide service recovery process including distribution of recovery materials, collection of usage forms, and tracking of usage and budget for same, Champions institution-wide patient satisfaction awareness, Ensures appropriate employee and department recognition of patient experience excellence through use of regular awards, Develop/implement policies/procedures that guide/support the provision of services, Maintain/implement quality control programs, Well-developed problem solving and communication skills, Ability to work well under pressure in a fast paced environment, Excellent verbal, phone, and written communication skills, including one-on-one interactions, Minimum Experience: Three years’ experience in healthcare and/or hospitality field, with demonstrated achievements in leading, implementing, improving and maintaining patient/family satisfaction programs across the continuum of care with exceptional results, Excellent oral and written communication and analytical skills, Certified Patient Experience Professional certification obtained within one year of hire, Develop service excellence plan and establish teaching content/methods to leaders on coaching, rounding, validation, and reporting to appropriate senior leaders regarding outcomes and areas of opportunity, Analyze and evaluate industry best practice and patient satisfaction data to identify opportunities for improvement; develop strategies and service/educational interventions for further improvement, Leads by example by modeling behaviors expected of all leaders, Participate and assume leadership of service excellence teams, Participate in hospital-specific patient and family-centered teams, Provide oversight and direction to patient experience programs, Actively participates in the Patient Perception of Quality Committee, providing relevant metrics and reporting, Works with all leaders across OUMS in implementing best practices of Evidence Based Leadership and the patient experience initiative, Serves as a consultant in identifying opportunities, develops and executes actions plans, including best practices to implement, sequence, and timing, including appropriate leaders, Acts as a liaison between patient, employee and senior leadership within the organization, Reflects and acts as a role model for the values of the organization, Sets the tone for communication that reflects caring ownership and a foundation of excellence, Establishes a caring and respectful connection between patients and employees of OU Medical System, Serves as the subject matter expert for organizational values that drive a culture of ownership of the patient experience, Clearly defines the optimal Patient Experience, including the behavioral changes necessary to achieve cultural transformation throughout the entire organization, Shares patient satisfaction and other key indicators with employees, encouraging understanding of how the parameters affect and are affected by their work, Maintains an active understanding of current thinking and innovative interventions / programs regarding the patient experience, Gathers feedback proactively by rounding on inpatient rooms and speaking with families in clinic. Formulates any necessary action plans and follow-up based on feedback received. Follow the step-by-step instructions to create a personalized resume that emphasizes your career strengths. This may include immediate problem-solving and/or service recovery, Collaborates with team members to develop improvement projects to address patient feedback. Resume objective examples for a nurse with hospital experience Many nurses who work in a hospital setting will possess a strong knowledge of resolving issues in a fast-paced environment. Search Patient experience manager jobs. Â, •    NYS Narciso Von. Nurse Care Manager I Resume. Aids in the development and achievement of department goals and objectives that are consistent with the Medical Center’s mission and vision, Develops training materials for data sources and assists with training on the access and utilization of the various databases and systems managed in the Patient Experience Office, Works with internal and external customers to identify analytical requests.Structures, maintains, and analyzes data from various internal and external data sets, Collaborate with patient care teams to develop data reports utilizing patient satisfaction rounding compliance, discharge phone call data, and other sources, Manages content and continually enhance design of intranet sites.Collaborates with Performance Management Office and other departments to develop user-friendly, integrated service, clinical, financial, and operational dashboard, Works with ODL, Nursing, Physicians and Support Services and others to correlate customer satisfaction survey results with patient satisfaction data, Assists with ad-hoc report requirements, systems development and vendor/client support issues as needed and provides recommendations for process and data capture improvements, Coaches others on the survey process and results.Prepares decision trees and flow charts using visio and other software. Highly proficient in providing patient care, physician support, case research, and attention to detail. 19 votes The Resume Builder Create a Resume in Minutes with Professional Resume Templates Create a Resume in Minutes. Salary ranges can vary widely depending on many important factors, including education , certifications, additional skills, the number of years you have spent in your profession.  Evaluation of effectiveness was based on third- party/ CMS Hospital Consumer Assessment of Healthcare Providers and Systems patient satisfaction scores.  An overall 5% increase in HCAHPS scores was achieved in one fiscal year. Prepares presentations for varying levels of the organization that promotes effective data storytelling that may lead to insights and identify improvement opportunities, Prepares reports and presentations utilizing Powerpoint, Tableau, Press Ganey Database, Excel and Solutions Epic CRM (complaint management software).Prepares weekly, monthly, quarterly, annual reports, scorecards/dashboards and other key performance reports, including survey response rates and appropriate benchmarks, Consults with internal and external customers on data quality issues. People Management: Assist Anticipate, troubleshoot and resolve obstacles or conflicts that may impede service delivery, Support the connection between employee engagement and the patient experience by working closely with Patient Representative Department and Human Resources, Work to develop key metrics and reporting tools to track and measure the patient experience and improve overall performance. Facilitates scheduling of physician appointments and care experiences during in-and out-patient encounters of individuals, and assist in negotiating the full spectrum of the Stanford healthcare system, Acts as non-clinical liaison/concierge/navigator for patient in all aspects of their care at SUMC before, during or after an encounter with a Stanford medical facility, Serves as a link to services across the health system: social work, pastoral care, physical therapy, other specialties; connecting patients to financial counseling or other care settings, Coordinates and schedules appointments and admissions adhering to the special needs of the international patient and referral algorithms in place. Function as a liaison/resource to other departments in the patient experience office and creates/maintains a performance improvement dashboard for all departments, Functions as CAHPS (Hospital, Outpatient and Clinical Group) data expert, including downloading of HCAHPS database, forecasting potential opportunities including revenue and value based purchasing, Prepares visually attractive, accurate, timely reports, documents, and presentations utilizing appropriate software applications.Prepares information that can be distributed throughout the Medical Center staff using various methods (emails, newsletters, meetings, memos, presentations, etc. Champions development and implementation of patient satisfaction initiatives and monitors effectiveness by carefully analyzing patient satisfaction survey results for cause and effect, In close collaboration with leadership and departments, identifies, develops and implements key metrics to measure performance and areas of opportunity, Facilitates quality improvement teams working to improve customer satisfaction by always keeping the goal in focus and steering the team towards it, Functions as an expert to provide consultative and/or benchmarking services to internal customers so as to sustain their continuous participation in the internal patient satisfaction improvement initiatives, Manages and leads an interdisciplinary Patient Experience Steering Committee by setting clear goals and expectations and tracking progress of the same. monitoring patient satisfaction progress and exploiting marketing success. Makes arrangements for interpreter services as requested by patient or family and in accordance with department policies, Serves as a contact for patients, families and guests who have a need/want while in the hospital, or after the patient’s hospital stay. Dean at UNLV and 11 Medical Students for Patient Experience Volunteer Program. Uses findings from analysis of trends in complaints to mentor individuals and departments to manager with expertise in implementing patient satisfaction ... to educate and instruct new hire Patient Advocate employees focused on building customer service skills and enhancing patient experience. Patient Care Coordinator / Swedish Bellevue Primary Care / (08/2015 – 11/2016Bellevue, WA) "Accurately collected, recorded, and ensured distribution of patient information to appropriate staff." ), Trends, monitors, drills down, and analyzes findings to determine areas of opportunity and provides a summary of those findings.Interprets results using a variety of techniques from simple data extraction to complex data mining independently, Collaborates with Performance Management Office and other departments to enhance user-friendly, integrated service, clinical, financial, and operational dashboard, Concentrates on efforts to achieve "top decile" inpatient and Emergency Department patient satisfaction scores, Focus on excellent customer service as a key differentiator in the value we deliver to our patients and families and understand the synergies between patient satisfaction, colleague engagement and physician engagement, Coaches and supports campus leadership to maintain an unrelenting focus on the patient experience, accountability to metrics to improve patient satisfaction and link leaders and caregivers to appropriate tools and resources, Collaborates with market research, physician engagement champion and colleague engagement champion to synthesize data and identify areas for improvement to impact patient, physician and colleague engagement, Maintains expert knowledge of customer service tools and resources including Press Ganey best practices, Advisory Board, Engagement Impact Planning and Caring Communication modules, Participates on a system Engagement Council accountable for identifying synergies between patient, physician and colleague engagement; coordinating engagement efforts to avoid unnecessary duplication, Leads Patient Experience teaching and training for campus leadership, Five years of progressively challenging experience in customer service, Analytic thinker with ability to synthesize data, Design and implement a strategic plan to transform the internal and external patient experience, Provide strategic leadership in the development and implementation of a service driven culture and provides support to patient and family experience initiatives, Provide leadership in the translation and/or utilization of patient satisfaction data and analysis of Press Ganey outcomes, Work closely with clinicians, care providers and staff to improve the patient experience on all levels, Work to identify and address operational opportunities identified through site visits and assessments, surveys, focus groups and other resources, Coach, train and develop staff to meet and exceed expectations in identified opportunities through key metrics and the use of process improvement methods, Requires self-direction and exceptional interpersonal skills in order to effectively communicate with all levels of management, staff and external customers, Must possess strong facilitation and coaching skills, Must positively interact with diverse personalities in all levels of the organization, Must be able to establish credibility, to prioritize, to be decisive, tactful and flexible, Must have strong analytical and problem solving skills and tools, including methods and situations where previously accepted methods have proven inadequate, Demonstrated ability to manage complex projects, Must be able to use independent judgment in the coordination of many interrelated activities, Must maintain confidentiality of patient and employee records, Must demonstrate service orientation through examples of written and oral communication, Proficiency in computer applications required, Complies with all patient safety protocols and procedures associated with a “Patients First” culture, 6-8 years of progressive experience in management (people and operations) as well as coaching acilitation for large organizations in the area of customer service, Hospital clinical experience – Nursing experience preferred, Responsible for doing daily rounds on patient care units, evaluating and triaging calls from patients and families, assessing needs, investigating problems or complaints and facilitating follow up with the appropriate person or departments. CPC or CCS strongly preferred, Experience: One year previous medical office experience working within a patient registration, reception or billing role preferred, Essential Physical Requirements: Must be able to stoop and pick up objects from the floor, file, etc, without restrictions. programs in multiple acute care facilities. Summary : Nurse Care Manager I with 14 years of experience in the Healthcare domain is seeking a position to utilize my management and nursing skills within the medical field.Looking to be part of a medical organization that provides opportunities for continued professional growth and teamwork while serving the healthcare needs of the community. Provides recognition This makes it easier for the Hiring Manager to assess your current skill level and experience as a Patient Transporter. Prior experience in an EMR (electronic medical record) environment preferred. The best way to showcase your management skills is to list them in a dedicated section or table at the beginning of your resume. Now what if you're already a stone's throw from Jack Welch status? Participates in departmental task forces and committees related to data management. Stock control and issuing in line with procedures, Proactive management of infection control standards and comprehensive liaison with Trust infection control staff, Leadership of teams including accountability for recruitment, interviewing, induction, training, control of absence and timekeeping, appraisal, performance and standards of behaviour and dress, Follow and ensure compliance of Group and Company policy and procedures at all times, Responsible for all staff being effectively trained in the use of all personal PPE and that this is worn and used in the correct manner and in line with company policy, corporate governance and HSE Regulations, 5 years business experience with demonstrable experience of leading teams, Ability to effectively undertake performance management tasks, Assist in collecting, tracking and analyzing service excellence trends for optimizing service outcomes, Communicate hospital wide progress on services and patient relation initiatives to all relevant team members, Collaborate with education to create educational programs promoting patient centered care, Coach employees to maximize the use of customer service tools and programs for enhanced patient experience by regular rounding, Actively participate on patient experience team, Assist with management follow-up and communication related to patient grievances/concerns, Facilitates and assists administrative staff, management team and associates in their understanding, promulgating and implementing of the Mission, Values and Philosophy of CHS, LHN and St. Joseph Hospital, Directs the Pastoral Care Department staff in implementing the delivery of chaplain services to the hospital’s patients, physicians, visitors, employees and volunteers, Assists the hospital in meeting the missions needs of the community, Assists hospital CEO to assure compliance with the Catholic covenants of the Asset Purchase Agreement with Ancilla Systems, 1) Demonstrates working knowledge of the English language, verbal and written, 2) Requires working knowledge of the health care environment, dynamics of hospital internal and external, 5) Demonstrates extremely independent judgment and self-motivation, 6) Demonstrates an extremely high level of interpersonal and communication skills, both verbal and, Serves a hospital-wide educator and coach for patient experience results, Augments implementation and revision of best practices via coaching, mentoring, auditing, verifying and validating, Serves as the internal, subject matter expert for Evidenced-Based Leadership practices and principles, best practices, and Must Haves, Facilitates and implements prescriptive tactic and tools to drive better leader and staff performance and decrease leadership and staff variance, Bachelor’s Degree required, Master’s Degree preferred, Minimum of 2 years of experience in the healthcare industry, Experience with Service Excellence initiatives and tactics, Ability to coach all levels of leadership and staff, Ability to develop and maintain a very high level of expertise in the concepts, practice and evolution of service excellence, Computer proficiency in Microsoft Windows, Microsoft Office, Internet, E-mail, and SMS, Development of strategic content for key social media channels and digital communities, Utilization of creative writing skills to interview patients and capture stories, Event coordination for local and regional events through marketing collateral creation and event logistics, Assistance in development of marketing and outreach campaigns, Perform all duties in compliance with all Healthcare Regulatory policies, Must be in pursuit of a Bachelor’s degree in Marketing, Public Relations, Business Administration or related major, Must be currently enrolled in school with a successful completion of 2 years of undergraduate studies (minimum of 60 credit hours towards Bachelor’s degree), Ability to provide college transcripts as well as a letter of recommendation from a faculty member, Must be eligible to work in the United States, Candidates are responsible for their own housing and transportation during the internship, Interest in pursuing a full-time career in Marketing with NuVasive, Experience in creative writing and social media content creation, Develop and manage the Patient Engagement and Loyalty Program to provide greater behavioral insights (i.e. Proficient in providing patient care exploiting marketing success +1 ( 555 ) 736 0902 resume samples What! 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