Supervisor: Patient Experience (Cooper Green)

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 Patient Experience Supervisor serves as the department leader, advisor, and subject matter expert for patient experience and patient advocacy initiatives at Cooper Green Mercy Health Services. Reporting to and partnering with the Group Practice Manager, this role provides strategic leadership in the development, implementation, and evaluation of programs designed to enhance the overall patient experience and promote a culture of service excellence.

The Supervisor leads efforts to identify opportunities for improvement, drives patient-centered initiatives, and collaborates with operational and clinical leaders to strengthen patient satisfaction, engagement, and trust. As the organization's primary patient advocate, this role oversees the intake, investigation, documentation, and resolution of patient concerns and complaints received through in-person interactions and phone communications. Through effective leadership, objective fact-finding, cross-functional collaboration, and stakeholder education, the Patient Experience Supervisor ensures concerns are addressed in a timely manner, with a goal of resolution within three business days, while fostering continuous improvement across the organization.

KEY RESPONSIBILITIES

· Serve as the department leader and subject matter expert for patient experience and patient advocacy programs.

· Develop, implement, and monitor initiatives that enhance patient satisfaction, engagement, and service excellence.

· Partner with clinical, operational, and administrative leaders to identify trends, address concerns, and implement sustainable improvements.

· Provide leadership, coaching, and guidance to leaders and staff on patient experience best practices and patient-centered care principles.

· Analyze patient feedback, complaints, and satisfaction data to identify opportunities for improvement and recommend corrective actions.

· Act as the primary patient advocate for the organization, ensuring patient concerns are addressed with professionalism, empathy, and urgency.

· Oversee the intake, investigation, documentation, tracking, and resolution of patient complaints received through in-person interactions, phone calls, and other communication channels.

· Conduct objective fact-finding and facilitate collaboration among departments to achieve timely and effective resolution of patient concerns.

· Strive to resolve patient complaints within three (3) business days while maintaining regulatory compliance and organizational standards.

· Lead efforts to educate staff and leaders on patient concerns, service recovery techniques, and opportunities for process improvement.

· Prepare reports, monitor trends, and present findings and recommendations to leadership teams.

· Foster a culture of accountability, continuous improvement, and exceptional customer service throughout the organization.

· Leads the Patient Advisory Committee by recruiting and onboarding patient representatives, developing meeting agendas, ensuring compliance with the committee charter, and leveraging patient feedback to drive organizational improvements.

· Develops, implements, and maintains policies, procedures, and standards related to patient relations, patient advocacy, and the overall patient experience.

· Acts as the primary organizational liaison for interpretation and translation services, including management of the Language Line program, ensuring effective communication support for patients with limited English proficiency and compliance with applicable requirements.

· Maintains productive vendor relationships and monitors interpretation and translation services to ensure organizational needs and patient communication standards are met.

· Facilitates the establishment of healthcare proxies and advance directives upon patient request, providing education and support throughout the process.

· Monitors patient experience trends, analyzes feedback and complaint data, and develops actionable recommendations to improve organizational performance and patient-centered care.

· Other duties as assigned.