The Sr. Manager, Patient Experience works in collaboration with and under the direction of the Director of Patient Experience and Advocacy and HH Leadership to establish standards and targets to drive cultural change and improvement practices that enhances the overall patient and family experience. In collaboration with the Director of Patient Experience and Advocacy works closely with VP of Operations, CNO, Service Line Directors, Unit Directors and clinical Staff to develop strategies and implement initiatives to improve overall outcomes in patient experience and satisfaction.
The Sr. Manager of PX will work collaboratively with the clinical team member’s, physicians, administrators, and others to support clinical and non-clinical areas in the consulting, planning, development, implementation and evaluation of a comprehensive patient and family experience improvement strategy for Huntsville Hospital Health System. Additionally, they will work with clinical areas and the leadership team to ensure that the organization is in a constant state of readiness while implementing patient experience tactics, improvements, behaviors and best practices to improve the overall patient experience.
Qualifications
Bachelor’s, Communication, Biology, Public Health or Healthcare degree preferred.
Minimum of 3-5 years in a nursing/nurse leadership role driving patient experience, safety, quality and/or culture change. Additional Skills/Abilities: Demonstrates effective performance improvement and/or project manager techniques. Self-directed and able to manage multiple priorities/projects at a time.
Excellent interpersonal skills and ability to facilitate, consult, research and educate at all levels. Understands and has the ability to translate and interpret patient survey data as a tool to enhancing the patient experience. Proven experience in behavioral coaching and leadership.
Demonstrated leadership skills and the ability to coach, mentor, educate, motivate employee teams and counsel effectively. Effective in building relationships and gaining credibility throughout the health system. Proven process improvement skills.
Strong analytical skills are required to dissect information and data obtained from CAHPS and patient satisfaction surveys with the ability to effectively communicate results to all staff and develop process improvement strategies for nursing units and organizationally are a must. Good stand-up and solid presentation skills are needed. Must be comfortable before large groups and effective in communicating information and new ideas.
Ability to effectively speak publicly to frontline, physician & executive levels a must. Knowledge and expertise in superior/quality patient service, patient safety, and patient/family centered care, CAHPS and evidence-based best practices. Written and oral communication skills, demonstrated computer proficiency, particularly in Microsoft Word, Excel, PowerPoint & Outlook, Survey Vendor database, and strong organizational skills.
Highlights of our hospitals Huntsville Hospital was recently named Best Regional Hospital and #2 in Alabama by U. S. News & World Report .
With 971 beds, a specialized Orthopedic & Spine Tower, a Level III Regional Neonatal ICU, and the largest Emergency Department and Level 1 Trauma Center in the state with our own specialized Red Shirt Trauma Program, there are many opportunities to apply your knowledge and skills. We are a certified Primary Stroke Center and named "One of the Top 100 Hospitals in the Nation with Great Heart Programs." From six cath labs and four EP labs to multiple medical and step-down units, you can continually grow your skillset!
We offer a training center on campus for continuing education, Shared Governance Program, Clinical Ladder for professional development, The Daisy Award, and if you are a new grad, a Nurse Residency Program to help you transition from student to professional nurse. We care about you and your well-being by offering an excellent benefits package, childcare, health and wellness programs, an onsite employee pharmacy, a free health clinic, tuition assistance, and much more.
We are committed to creating a diverse environment and proud to be an equal opportunity employer. We are a partner to the U. S.
Army’s Partnership for Your Success (PaYS) program. Ask us about incentives and additional opportunities. Huntsville Hospital
We are committed to providing competitive benefits. Our benefits package for eligible employees includes medical, dental, vision, life insurance, flexible spending; short term and long term disability; several retirement account options with 401K organization match; nurse residency program; tuition assistance; student loan reimbursement; On-site training and education opportunities; Employee Discounts to phone providers, local restaurants, tickets to shows, apartment application and much more!
Learn more about Huntsville Hospital Health System: Careers : https://careers.hhsys.org/careers-home
https://careers.hhsys.org/us/en/benefits Education & Professional Development : https://www.huntsvillehospital.org/education Life In Huntsville : https://www.huntsvillehospital.org/about-huntsville-al