Sr Manager, Patient Experience

Overview

Be inspired.  Be rewarded. Belong. At Emory Healthcare. 

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide: 

• Comprehensive health benefits that start day 1 
• Student Loan Repayment Assistance & Reimbursement Programs 
• Family-focused benefits  
• Wellness incentives 
• Ongoing mentorship, development, and leadership programs  
• And more  

Description

RESPONSIBILITES:

• With direction from Physician Group Practice Administration, the Senior Manager, Patient Experience will be responsible for the development, implementation, and evaluation of all patient experience activities across The Emory Clinic and Emory Specialty Associates
• The Senior Manager, Patient Experience will serve as the primary champion to improve patient satisfaction scores across all ambulatory locations for Emory Healthcare, and supervise the team and resources associated with Patient Experience functions
• Supervise the coordination and development of the team, programs, forums, and tools needed to support high standards of patient experience across the Physician Group Practice
• Guide all patient experience improvement efforts related to coaching and mentoring programs, service training workshops, new hire service onboarding, and recognition activities
• Lead a multi-discplinary acceleration team through targeted process improvement projects to improve the patient experience
• Serve as the representative and spokesperson for patient satisfaction scores and improvement efforts through consistent communication to staff, physicians, and management
• Serve as the leader of the department of Service Management, and manage personnel through completing annual goals and evaluations; ensuring continuous professional development for all staff; and creating and managing annual budgets
• Lead the detailed data analysis of patient satisfaction scores to provide to all staff and providers, and push for continued internal and external best practice in data capture and reporting
• Facilitate the development of patient satisfaction improvement action plans in each clinical section, through high levels of engagement with clinical and administrative leaders across the Physician Group Practice
• Ensure compliance with related regulatory standards relating to patient satisfaction and process improvement efforts
• Serve as the Emory Physician Group Practice representative to external organizations and vendors, and appropriately represent Emory in best practice patient experience forums

MINIMUM QUALIFICATIONS:

• Bachelor's degree in business administration, finance, healthcare administration or related field required
• Master's degree preferred. 3-5 years healthcare related experience required
• Minimum requirement of 2 years supervisory/manager experience

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.