Job Summary / Purpose

The Manager of Patient Experience reports to the Director of Quality.  The position is responsible for the daily improvement of the patient experience of care across the care continuum for the TN/GA market. This position provides dyad leadership with operations to direct improvement activities in addition to implementing evidence based practices.   

This position is responsible for leading various Patient Experience of Care Improvement Projects, including leading meetings with key stakeholders. The position provides representation on various clinical and other committees and forums across the enterprise.  Local travel is expected at least 3 days per week to clinic locations. Practice visits will include onsite training and evaluation of skills/competencies/best practice strategies in addition to leader rounding and patient rounding.   The role will interface and interact with physicians, advanced practice providers, and all clinic staff conducting education.  

The Manager of Patient Experience will oversee data integrity and coordinate with the survey vendor.  Additionally the role will include improvement of patient experience in value based contracts and will coordinate with the various payers on best practices.  

Essential Key Job Responsibilities

1. Actively promotes and models service excellence principles at all times.
2. Ensures the integration of region and market patient experience strategies and supporting practices to ensure all assigned locations have the processes and structures necessary to ensure outlined goals are met.
3. Provides dyad oversight of patient experience clinic champions to ensure they are adhering to evidence based practices. 
4. Provides expertise on the development, implementation and evaluation of patient experience development programs. 
5. Ability to facilitate educational sessions to a diverse group of staff and leaders including the ability to train physicians and advanced practice providers.  
6. Serves as a subject matter expert on the analysis and interpretation of patient experience metrics and advises teams on effective improvement or sustainment strategies. 
7. Supports market leadership with the preparation of operating reviews and action plans. 
8. Hardwires management and employee practices to ensure exceptional service on an ongoing basis. This includes the development of service standards and prescriptive language.
9. Oversees management and training of multidisciplinary teams to use service excellence tools and principles in daily activities.
10. Provides support to all clinics (50+) on patient experience metrics and analysis. 

Education
Bachelor’s Degree in nursing, health administration, business administration or related field required

Experience
A minimum of 5 years of experience in the healthcare or service industry.

Required Minimum Knowledge, Skills, Abilities and Training

Understanding of patient experience measurements methods and consumer experience in health care.
Understanding of adult learning concepts and training.
Ability to facilitate educational sessions to a diverse group of staff and leaders.

CHI Memorial Mountain Management 

CHI Memorial Medical Group (Mountain Management Services), now part of CommonSpirit Health formed between Catholic Health Initiatives (CHI) and Dignity Health, is a Management Service Organization (MSO) that provides comprehensive office management services for all Memorial Health Partners and many physicians in private practice. We are proud to be a part of the regional referral center of choice providing health care throughout Southeast Tennessee and North Georgia.

We care about our employees’ well-being and offer benefits that complement work/life balance.

We offer the following benefits to support you and your family:

Free Membership to our Care@Work program supporting any child care, pet care, or adult dependent needs

Employee Assistance Program (EAP) for you and your family

Health/Dental/Vision Insurance

Flexible spending accounts

Voluntary Protection: Group Accident, Critical Illness, and Identity Theft 

Adoption Assistance

Paid Time Off (PTO) 

Tuition Assistance for career growth and development

Matching Retirement Programs

Wellness Program

If you are passionate about the patient experience and ready to join our nationally recognized hospital, connect with us today!