Lahey Health
Job Type:
Regular Time Type:
Full time Work Shift:
Day (United States of America) FLSA Status:
Exempt When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. The Patient Experience (PEX) Manager for Beverly, Addison Gilbert and the Anna Jaques hospitals reports to the Executive Director of Quality and Patient Safety, and is responsible for Patient Experience measurement and improvement, the Patient Complaint process and oversight of the Patient Relations Specialists, and supports the organization’s initiatives as they relate to PEX. A key focus is overseeing the HCAHPS and Press Ganey Survey process, analysis and reporting. The Patient Experience Manager will be the organization’s expert in Press Ganey resources, and advise on best practices and applicability. This position will facilitate Patient & Family Experience improvement initiatives, including those associated with PEX health equity. As part of this role, the Patient Experience Manager will support colleague engagement initiatives, coaching, education and training. This role will work with the Director, to ensure communication and reporting is aligned with the organization’s WE CARE culture, patient and family centered care, and health equity values. They will maintain knowledge and support compliance with regulatory agency requirements related to external reporting of patient experience results, feedback and grievances. Job Description: Education/Experience:
Bachelor’s Degree in Business, Communications, Behavioral Science or healthcare related field. Masters degree valued. Minimum 4 years of relevant experience in a health care, preferably acute care hospital setting, or related environment. Strong customer service skills, with ability to role model and champion CREATE values – Community, Respect, Excellence, Accountability, Teamwork, and Empathy. Ability to handle dynamic interdisciplinary discussions constructively. Must be effective interacting with physicians, nursing and senior leadership. Demonstrated passion for diversity, equity and inclusion and invested in improving health equity. Assertive and goal oriented with experience facilitating projects that involve cross-functional team members. Knowledge of patient experience measurement tools, methods and information, with strong data analytic skills. Exposure to process improvement methods & tools. Proficient in Windows-based operating software and systems that include MS Word, MS Excel, and MS PowerPoint, experience as an application manager strongly preferred. Excellent organizational, written and oral communication/presentation skills. Ability to craft formal, written, easily understood patient communications. Experience with conducting education and training programs. Must be visible and available to colleagues, offering advice and support for Patient Experience and process improvement projects. Team player with proven success coaching and applying a collaborative approach, to foster improved performance. Essential Role Responsibilities Patient Experience Measurement:
Serves as the key contact, application manager and site coordinator for the patient experience surveys and to the vendor representative for Press Ganey. Maintains awareness of regulatory compliance related to survey methodology, data submission requirements and results and assures data collection tools, methods and reporting are compliant. Regulatory compliance includes mandatory and voluntary agencies such as CMS and pay for performance requirements by payors such as Blue Cross and Tufts. Conducts monthly/quarterly/annual review and analysis of survey rate of return, appropriateness of survey methodology and identifies when changes are indicated. Presents this analysis to senior leaders, physicians, directors, managers and staff and as requested. Conducts regular in-depth analysis using relevant evidence-based literature of patient experience and survey results and provides summary of interpretation. Tracks and trends patient experience pay for performance measures and participates in ongoing review and improvement strategies and forums. Provides oversight of planning, implementing and monitoring patient experience related performance improvement processes. Serves as a quality advisor and/or team leader, facilitator, team member on assigned team(s), and recommends best practices to team(s) based on observation and interpretation of data and change management concepts. Collaborates with unit leadership to meet patient experience outcomes. Participates in committees, work groups and/or process improvement teams that improve patient experience. Supports patient experience related health equity initiatives and improvement projects. Patient Feedback (Grievances, Compliments and Complaints): Provides oversight of patient complaint, grievance and compliment processes and assures compliance with regulatory agencies such as TJC and CMS COPs. Provides oversight, alignment and coordination of Patient Relations Specialist activities at all sites of care at Northeast Hospitals. This includes proper documentation in complaint database. Provides oversight of Patient Relations Specialists, and ensures all steps related to the management of patient grievances, such as the intake, investigation, resolution, and documentation and reporting of patient complaints. Applies Just Culture principles to the investigation process and supports and promotes a non-punitive culture and a learning environment. Facilitates resolution of complaints and grievances of patients, family members and support persons. Employs active listening techniques and de-escalation techniques during interactions with patients, families, and support persons. Communicates what can be done before communicating what cannot be done. Ensures collaboration with physicians, directors and managers of the involved units to develop a response to the complainant and an action plan to address identified opportunities for improvement. Follows appropriate lines of communication to effectively resolve difficult patient / family / physician / staff situations. Collaborates with the local STARS system administrator to identify complaints and compliments for compilation of confidential information regarding practice profiles for inclusion in physician files for use by the Chiefs of Service for OPPE and credentialing, and to comply with TJC and the Massachusetts BORM. Analyzes grievance data regularly. Conducts monthly accountability and variance analyses for compliance with documentation and closure days requirements. Produces bi-annual report of all patient feedback files for PIPS and the board. Produces annual report for the BORM. Program Management Designs and guides the NHC and Anna Jacques Hospitals Patient / Family Experience strategy and agenda in collaboration with the Executive Director and senior leadership. Identifies annual patient experience initiatives and goals to further the patient/family centeredness culture. Provides oversight of the development of the annual improvement plan with attention to current trends, industry recommendations, Joint Commission standards and CMS Conditions of Participation, and organizational goals. Establishes priorities based on improved outcomes of care, patient experience, patient safety, health equity and resource intensity. Leadership Competencies
Action-Oriented: Has a bias towards action. Uses experiences and knowledge to capitalize on opportunities and challenges. Business Acumen: Understands what is going on financially and strategically both internally and in the external industry. Understands the relationship between own work and organizational success. Understands and interprets organizational financial data. Has the ability to make decisions based on impact on operations. Communicating: Promotes a free-flow of information and communication throughout the organization. Provides the information people need to know to do their jobs. Expresses self clearly, succinctly and with impact, both verbally and in writing, with individuals and in-group situations. Customer Focus: Focuses one’s efforts on meeting and exceeding internal and external customer needs. Readily adjusts priorities to respond to changing customer demands. Directing Others: Establishes clear directions. Sets stretching objectives. Distributes workload according to competency. Organizes work in a well-planned manner. Entrepreneurial Spirit: Identifies opportunities to develop and market new products and services. Treats business enterprise as if she or he were the owner. Takes appropriate risks to advance the organization’s interests and successes. Hiring/Staffing: Identifies competencies and hires the best people. Ensures retention of high-caliber staff by creating an atmosphere of support and development. Innovative: Demonstrates the ability to generate novel ideas and to develop new or improved processes, methods, systems, products or services. Integrity and Trust: Personifies high standards of honesty and ethics. Creates a culture that fosters ethics and trust. Managing and Measuring Work: Maintains operating effectiveness to meet key goals and provides resources and support for strategies and results. Motivating Others: Creates a climate in which people want to do their best and feel supported. Organizing: Effectively utilizes resources to achieve goals and prioritizes tasks to meet deadlines. Timely Decision Making: Makes effective decisions in a timely manner aligned with the organization’s goals. Technical/Clinical Expertise: Has the necessary operational, functional or clinical skills and knowledge and shares knowledge to improve the organization. Education, Training and Team Approach Provides oversight of the orientation to patient experience, complaint resolution and patient experience data for new managers, new employees and contracted workers. Ensures curriculum is updated at least annually and current. Develops a formal structure for reporting and communication of patient feedback related information and outcome measures in a timely manner to the appropriate manager and/or director. Assists managers and directors to develop action plans in response to data, trends and analysis. Assists with and/or conducts relevant education regarding patient feedback related performance improvement, evidence-based practice guidelines or pathways, process analysis tools, basic statistical techniques and statistical process control components and trend analysis; data interpretation, analysis, and benchmarking. Employs active listening techniques during interactions with team members to engage team participation. Emphasizes the importance of mutual respect among team members, and acts as a role model in professional conflict resolution and discussion of disagreements. Developmental Responsibilities Assures compliance with current local, state, and federal regulations and standards. Recognizes and plans for areas of emerging needs or changes in practice/regulation. Participates in organization-wide and/or departmental committees as requested. Chairs committee(s) and participates in community-sponsored or state-wide project(s) as requested and assigned. Annual plan includes workforce education for leadership staff, educators and direct caregivers about measurement of patient experience and performance improvement processes. Participates in self-evaluation yearly and develops written goals and strategies to meet those goals for the coming year. Contributes to departmental goal development and achievement. Identifies learning needs and assumes responsibility for continuous professional growth. Seeks projects and educational opportunities aligned with learning needs. Actively participates in local/regional networking groups. Safety Is responsible for working in a manner to promote safe conditions and minimize hazards in the work environment that may adversely affect the safety and health of self and others. Completes annual Value Safety First Presentation Creates and maintains a safe work environment by following Safety/Infection Control policies, using Personal Protective Equipment, safety devices, and proper disposal of infectious/hazardous waste. Reports incidents, accidents, and hazards as per policy. As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.
More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients\' lives. Your skill and compassion can make us even stronger. Equal Opportunity Employer/Veterans/Disabled #J-18808-Ljbffr
Regular Time Type:
Full time Work Shift:
Day (United States of America) FLSA Status:
Exempt When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. The Patient Experience (PEX) Manager for Beverly, Addison Gilbert and the Anna Jaques hospitals reports to the Executive Director of Quality and Patient Safety, and is responsible for Patient Experience measurement and improvement, the Patient Complaint process and oversight of the Patient Relations Specialists, and supports the organization’s initiatives as they relate to PEX. A key focus is overseeing the HCAHPS and Press Ganey Survey process, analysis and reporting. The Patient Experience Manager will be the organization’s expert in Press Ganey resources, and advise on best practices and applicability. This position will facilitate Patient & Family Experience improvement initiatives, including those associated with PEX health equity. As part of this role, the Patient Experience Manager will support colleague engagement initiatives, coaching, education and training. This role will work with the Director, to ensure communication and reporting is aligned with the organization’s WE CARE culture, patient and family centered care, and health equity values. They will maintain knowledge and support compliance with regulatory agency requirements related to external reporting of patient experience results, feedback and grievances. Job Description: Education/Experience:
Bachelor’s Degree in Business, Communications, Behavioral Science or healthcare related field. Masters degree valued. Minimum 4 years of relevant experience in a health care, preferably acute care hospital setting, or related environment. Strong customer service skills, with ability to role model and champion CREATE values – Community, Respect, Excellence, Accountability, Teamwork, and Empathy. Ability to handle dynamic interdisciplinary discussions constructively. Must be effective interacting with physicians, nursing and senior leadership. Demonstrated passion for diversity, equity and inclusion and invested in improving health equity. Assertive and goal oriented with experience facilitating projects that involve cross-functional team members. Knowledge of patient experience measurement tools, methods and information, with strong data analytic skills. Exposure to process improvement methods & tools. Proficient in Windows-based operating software and systems that include MS Word, MS Excel, and MS PowerPoint, experience as an application manager strongly preferred. Excellent organizational, written and oral communication/presentation skills. Ability to craft formal, written, easily understood patient communications. Experience with conducting education and training programs. Must be visible and available to colleagues, offering advice and support for Patient Experience and process improvement projects. Team player with proven success coaching and applying a collaborative approach, to foster improved performance. Essential Role Responsibilities Patient Experience Measurement:
Serves as the key contact, application manager and site coordinator for the patient experience surveys and to the vendor representative for Press Ganey. Maintains awareness of regulatory compliance related to survey methodology, data submission requirements and results and assures data collection tools, methods and reporting are compliant. Regulatory compliance includes mandatory and voluntary agencies such as CMS and pay for performance requirements by payors such as Blue Cross and Tufts. Conducts monthly/quarterly/annual review and analysis of survey rate of return, appropriateness of survey methodology and identifies when changes are indicated. Presents this analysis to senior leaders, physicians, directors, managers and staff and as requested. Conducts regular in-depth analysis using relevant evidence-based literature of patient experience and survey results and provides summary of interpretation. Tracks and trends patient experience pay for performance measures and participates in ongoing review and improvement strategies and forums. Provides oversight of planning, implementing and monitoring patient experience related performance improvement processes. Serves as a quality advisor and/or team leader, facilitator, team member on assigned team(s), and recommends best practices to team(s) based on observation and interpretation of data and change management concepts. Collaborates with unit leadership to meet patient experience outcomes. Participates in committees, work groups and/or process improvement teams that improve patient experience. Supports patient experience related health equity initiatives and improvement projects. Patient Feedback (Grievances, Compliments and Complaints): Provides oversight of patient complaint, grievance and compliment processes and assures compliance with regulatory agencies such as TJC and CMS COPs. Provides oversight, alignment and coordination of Patient Relations Specialist activities at all sites of care at Northeast Hospitals. This includes proper documentation in complaint database. Provides oversight of Patient Relations Specialists, and ensures all steps related to the management of patient grievances, such as the intake, investigation, resolution, and documentation and reporting of patient complaints. Applies Just Culture principles to the investigation process and supports and promotes a non-punitive culture and a learning environment. Facilitates resolution of complaints and grievances of patients, family members and support persons. Employs active listening techniques and de-escalation techniques during interactions with patients, families, and support persons. Communicates what can be done before communicating what cannot be done. Ensures collaboration with physicians, directors and managers of the involved units to develop a response to the complainant and an action plan to address identified opportunities for improvement. Follows appropriate lines of communication to effectively resolve difficult patient / family / physician / staff situations. Collaborates with the local STARS system administrator to identify complaints and compliments for compilation of confidential information regarding practice profiles for inclusion in physician files for use by the Chiefs of Service for OPPE and credentialing, and to comply with TJC and the Massachusetts BORM. Analyzes grievance data regularly. Conducts monthly accountability and variance analyses for compliance with documentation and closure days requirements. Produces bi-annual report of all patient feedback files for PIPS and the board. Produces annual report for the BORM. Program Management Designs and guides the NHC and Anna Jacques Hospitals Patient / Family Experience strategy and agenda in collaboration with the Executive Director and senior leadership. Identifies annual patient experience initiatives and goals to further the patient/family centeredness culture. Provides oversight of the development of the annual improvement plan with attention to current trends, industry recommendations, Joint Commission standards and CMS Conditions of Participation, and organizational goals. Establishes priorities based on improved outcomes of care, patient experience, patient safety, health equity and resource intensity. Leadership Competencies
Action-Oriented: Has a bias towards action. Uses experiences and knowledge to capitalize on opportunities and challenges. Business Acumen: Understands what is going on financially and strategically both internally and in the external industry. Understands the relationship between own work and organizational success. Understands and interprets organizational financial data. Has the ability to make decisions based on impact on operations. Communicating: Promotes a free-flow of information and communication throughout the organization. Provides the information people need to know to do their jobs. Expresses self clearly, succinctly and with impact, both verbally and in writing, with individuals and in-group situations. Customer Focus: Focuses one’s efforts on meeting and exceeding internal and external customer needs. Readily adjusts priorities to respond to changing customer demands. Directing Others: Establishes clear directions. Sets stretching objectives. Distributes workload according to competency. Organizes work in a well-planned manner. Entrepreneurial Spirit: Identifies opportunities to develop and market new products and services. Treats business enterprise as if she or he were the owner. Takes appropriate risks to advance the organization’s interests and successes. Hiring/Staffing: Identifies competencies and hires the best people. Ensures retention of high-caliber staff by creating an atmosphere of support and development. Innovative: Demonstrates the ability to generate novel ideas and to develop new or improved processes, methods, systems, products or services. Integrity and Trust: Personifies high standards of honesty and ethics. Creates a culture that fosters ethics and trust. Managing and Measuring Work: Maintains operating effectiveness to meet key goals and provides resources and support for strategies and results. Motivating Others: Creates a climate in which people want to do their best and feel supported. Organizing: Effectively utilizes resources to achieve goals and prioritizes tasks to meet deadlines. Timely Decision Making: Makes effective decisions in a timely manner aligned with the organization’s goals. Technical/Clinical Expertise: Has the necessary operational, functional or clinical skills and knowledge and shares knowledge to improve the organization. Education, Training and Team Approach Provides oversight of the orientation to patient experience, complaint resolution and patient experience data for new managers, new employees and contracted workers. Ensures curriculum is updated at least annually and current. Develops a formal structure for reporting and communication of patient feedback related information and outcome measures in a timely manner to the appropriate manager and/or director. Assists managers and directors to develop action plans in response to data, trends and analysis. Assists with and/or conducts relevant education regarding patient feedback related performance improvement, evidence-based practice guidelines or pathways, process analysis tools, basic statistical techniques and statistical process control components and trend analysis; data interpretation, analysis, and benchmarking. Employs active listening techniques during interactions with team members to engage team participation. Emphasizes the importance of mutual respect among team members, and acts as a role model in professional conflict resolution and discussion of disagreements. Developmental Responsibilities Assures compliance with current local, state, and federal regulations and standards. Recognizes and plans for areas of emerging needs or changes in practice/regulation. Participates in organization-wide and/or departmental committees as requested. Chairs committee(s) and participates in community-sponsored or state-wide project(s) as requested and assigned. Annual plan includes workforce education for leadership staff, educators and direct caregivers about measurement of patient experience and performance improvement processes. Participates in self-evaluation yearly and develops written goals and strategies to meet those goals for the coming year. Contributes to departmental goal development and achievement. Identifies learning needs and assumes responsibility for continuous professional growth. Seeks projects and educational opportunities aligned with learning needs. Actively participates in local/regional networking groups. Safety Is responsible for working in a manner to promote safe conditions and minimize hazards in the work environment that may adversely affect the safety and health of self and others. Completes annual Value Safety First Presentation Creates and maintains a safe work environment by following Safety/Infection Control policies, using Personal Protective Equipment, safety devices, and proper disposal of infectious/hazardous waste. Reports incidents, accidents, and hazards as per policy. As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.
More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients\' lives. Your skill and compassion can make us even stronger. Equal Opportunity Employer/Veterans/Disabled #J-18808-Ljbffr