Manager of Patient Experience

Norfolk, VA
May 03, 2017
Jun 06, 2017
Full Time
Job Description:
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.

Education Level
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

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