Manager, Patient Care Experience

Location
Norfolk, VA
Salary
Competitive
Posted
Jul 12, 2019
Closes
Aug 16, 2019
Ref
125245BR
Function
Management
Industry
Healthcare
Hours
Full Time
Reporting to SMG's VP/COO, the Patient Experience Manager works closely with SMG's Executive Team to design and lead initiatives that transform the culture of Sentara Medical Group to one of patient-centered care, emphasizing service excellence and quality. Partners with clinical, administrative and operations leadership to observe and recommend improvements in operations that impact patient experience as well as the overall engagement of staff and providers. Provides in-depth analysis of all patient metrics, presents all patient-related benchmark and internal data to all levels of the division, and investigates best practices. Creates methods and resources for habituating improvements and promote ongoing support for a patient-centered culture beyond the engagement period.

Qualifications

Education Level
Bachelor's Level Degree

Experience
Required: Customer Relations - 3 years

Preferred: None, unless noted in the "Other" section below

License
None, unless noted in the "Other" section below

Skills
Required:

Preferred: None, unless noted in the "Other" section below

Other
Master's level degree and experience leading patient experience initiatives in medical group preferred. Must demonstrate progressive experience in customer/patient relations management as well as experience developing and/or implementing programs and processes for the improvement of patient/customer experience.

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