Manager: Patient Experience (Cooper Green)
STATEMENT OF VALUES\:
Cooper Green Mercy strives to be THE choice for health care in our community. We honor this commitment by embracing our core values of\:
Kindness,
Inclusion,
Cleanliness, and
Attention to Detail.
GENERAL SUMMARY
The Manager of Patient Experience is responsible for developing, implementing, and leading patient experience projects and activities for Cooper Green Mercy Health. This role will develop and implement systems to improve the ambulatory patient experience and engagement. With direction from Group Practice and Operational leadership, this position supports, coordinates, and executes initiatives to enhance the Cooper Green strategy to become a top performing health system for patient experience and engagement. The Mgr-Patient Experience serves as a content expert and leader for patient experience and engagement.
KEY RESPONSIBILITIES
- Serves as a subject matter expert for Cooper Green Mercy Health Patient Experience.
- Creates strategy and implements plans to improve the Cooper Green Mercy Health experience.
- Works collaboratively with organizational leaders, staff, and physicians to assist in implementation efforts.
- Identifies industry-wide best practices related Patient Experience improvement efforts.
- Analyzes and interprets patient experience data to identify trends, successes, and opportunities for improvement.
- Assists in tracking patient experience projects and activities for Cooper Green Mercy Health.
- Coordinates and supports patient experience improvement teams and committees.
- Rounds on patients and teams to learn patient experience best practices and opportunities for improvement.
- Creates patient experience journey maps and patient experience blueprints.
- Assists with teaching and training teams on patient experience tools, tactics, and strategies.
- Oversees the Patient Experience Team.
- Performs other duties as assigned.