Beverly Hospital
Manager, Patient Relations and Experience
Beverly Hospital, Beverly, Massachusetts, us, 01915
Overview
Manager, Patient Relations and Experience Join to apply for the Manager, Patient Relations and Experience role at Beverly Hospital. 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 is the organization’s expert in Press Ganey resources, advising 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 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. Education, Experience and Qualifications
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 CMS and pay-for-performance requirements by payors. 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 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, Complaints and Compliments)
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 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 & knowledge to capitalize on opportunities & challenges. Business Acumen: Understands financial and strategic aspects both internally and externally. Interprets organizational financial data and makes decisions based on impact on operations. Communicating: Promotes free-flow of information. Expresses self clearly, succinctly and with impact, in writing and verbally. Customer Focus: Anticipates, discovers, meets and exceeds customer needs. Adjusts priorities to changing demands. Directing Others: Establishes clear directions and objectives. Distributes workload by competency. Entrepreneurial Spirit: Identifies opportunities to develop and market new products and services. Takes appropriate risks to advance the organization. Hiring/Staffing, Innovative, Integrity and Trust, Managing and Measuring Work, Motivating Others, Organizing, Timely Decision Making, Technical/Clinical Expertise Details for Leadership competencies are retained but condensed for clarity. 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 trend analysis; data interpretation, analysis, and benchmarking. Employs active listening techniques during interactions with team members to engage team participation. Emphasizes mutual respect among team members and acts as a role model in professional conflict resolution. Developmental Responsibilities
Assures compliance with current local, state, and federal regulations and standards. Plans for areas of emerging needs or changes in practice/regulation. Participates in organization-wide and/or departmental committees; chairs committees as requested and participates in projects. Annual plan includes workforce education about measurement of patient experience and performance improvement. Participates in self-evaluation yearly and develops goals and strategies for the coming year. Identifies learning needs and pursues opportunities that align with learning goals. Participates in local/regional networking groups. Safety
Is responsible for working to promote safe conditions and minimize hazards in the work environment that may affect safety and health of self and others. Completes annual Value Safety First Presentation Maintains a safe work environment by following Safety/Infection Control policies and reporting incidents as per policy. Equal Opportunity Employer/Veterans/Disabled Location: Boston, MA Salary: $100,000.00-$110,000.00
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Manager, Patient Relations and Experience Join to apply for the Manager, Patient Relations and Experience role at Beverly Hospital. 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 is the organization’s expert in Press Ganey resources, advising 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 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. Education, Experience and Qualifications
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 CMS and pay-for-performance requirements by payors. 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 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, Complaints and Compliments)
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 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 & knowledge to capitalize on opportunities & challenges. Business Acumen: Understands financial and strategic aspects both internally and externally. Interprets organizational financial data and makes decisions based on impact on operations. Communicating: Promotes free-flow of information. Expresses self clearly, succinctly and with impact, in writing and verbally. Customer Focus: Anticipates, discovers, meets and exceeds customer needs. Adjusts priorities to changing demands. Directing Others: Establishes clear directions and objectives. Distributes workload by competency. Entrepreneurial Spirit: Identifies opportunities to develop and market new products and services. Takes appropriate risks to advance the organization. Hiring/Staffing, Innovative, Integrity and Trust, Managing and Measuring Work, Motivating Others, Organizing, Timely Decision Making, Technical/Clinical Expertise Details for Leadership competencies are retained but condensed for clarity. 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 trend analysis; data interpretation, analysis, and benchmarking. Employs active listening techniques during interactions with team members to engage team participation. Emphasizes mutual respect among team members and acts as a role model in professional conflict resolution. Developmental Responsibilities
Assures compliance with current local, state, and federal regulations and standards. Plans for areas of emerging needs or changes in practice/regulation. Participates in organization-wide and/or departmental committees; chairs committees as requested and participates in projects. Annual plan includes workforce education about measurement of patient experience and performance improvement. Participates in self-evaluation yearly and develops goals and strategies for the coming year. Identifies learning needs and pursues opportunities that align with learning goals. Participates in local/regional networking groups. Safety
Is responsible for working to promote safe conditions and minimize hazards in the work environment that may affect safety and health of self and others. Completes annual Value Safety First Presentation Maintains a safe work environment by following Safety/Infection Control policies and reporting incidents as per policy. Equal Opportunity Employer/Veterans/Disabled Location: Boston, MA Salary: $100,000.00-$110,000.00
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