Patient Experience Manager EVS
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POST DATE 9/9/2016
END DATE 10/27/2016
Rush University Medical Center
JOB DESCRIPTIONJOB DESCRIPTION:
The Patient Experience Manager provides consultation and support to patients, families, visitors, staff and leaders for specific patient populations or care settings with special focus on real-time service recovery. The Patient Experience Manager provides educational programs for EVS leaders and staff and will develop key scorecards and real-time reporting of patient satisfaction metrics related to hospital operations. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
The Patient Experience Manager is responsible for rounding on patients and evaluating the patient's environmental quality.
Assists leaders in identifying barriers impeding execution of the optimal patient experience and provides recommendations for improvement.
Designs and facilitates educational programs for EVS leaders and staff.
Provide scorecards to the leadership team on patient satisfaction metrics on a monthly basis.
Responsible for working with the leaders to develop an action plan around problem areas.
Other relevant duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES:
High School Diploma, equivalent or equivalent combination of education and experience.
One or more years of customer service experience working with patients preferred.
One or more years of hospital experience preferred.
1 or more years of experience designing and implementing training programs.
Excellent customer service skills required.
MS Office proficiency required.
Excellent presentation skills required.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.