Manager of Patient Experience
Sentara Leigh Hospital in Norfolk, Virginia is seeking a Manager of Patient Services for the Guest Services Department. This is a full time day shift position
Assume responsibility and accountability for operations and success of the assigned areas of responsibility. This position is responsible for the delivery of high quality services that meet or exceed customer expectations. Coordinate the development of new services within these areas. Contribute to the success of the hospital through achievement of system, hospital goals and objectives.
Bachelor's Level Degree
None, unless noted in the “Other” section below
Management experience - will oversee Guest Services, Volunteer Services and Patient Advocates and budgets for these areas
Candidate must possess a high level of customer service; will oversee patient experience/satisfaction is met at the highest standards
Will identify and role out customer service educational needs for the hospital and create training materials
Responsible for responding to customer service issues, complaints, concerns, and finding appropriate solution
Research customer service satisfaction data and provide feedback to staff
Works closely with executives, manager, and staff on patient experience - satisfaction
Excellent presentation skills, will present to large groups
Strong decision making skills and the ability to provide and lead the hospital's mission in providing exceptional customer service
Good Microsoft Office Skills, excellent verbal and written skills
Bachelor's in business or related field. Previous management experience preferred. Previous experiences designing, facilitating and developing materials for training. Travel to other sites.
Required: Mgmt of Financial Resources, Mgmt of Staff Resources, Quality Control Analysis, Service Orientation, Social Perceptiveness, Speaking, Systems Analysis, Writing