Description

Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:

The Patient Engagement Manager works under the Executive Director Quality/Patient Safety Officer to develop and implement strategic plans in order to enhance patient engagement. Provides patient relations training and analyzes patient satisfaction scores and data. Plans events and programs that support organizational goals for patient experience/engagement. Provides direction and supervision to patient engagement navigators.

Responsibilities:

• Partners with service-line directors, Nurse Managers, physicians and other system leaders to ensure alignment of goals and priorities in the implementation of Carolina Care. Addresses patient concerns in real time endeavoring to resolve concerns/complaints at the point of service.

• Conducts shadow rounding with physicians and APPs to drive patient engagement/experience.

• Conducts focused rounding based on defined priorities and Key Drivers; includes rounding on all readmitted patients

• Conducts patient call backs and post discharge follow up phone calls.

• Works with the management team to develop strategic and tactical plans to support clinical areas, ancillary programs and the organization as a whole; identifying appropriate methods, tools, and vehicles to achieve engagement plan goals.

• Actively participates in department leader team and provides input to other team members.

• Develops and manages budgets for engagement initiatives; ensures budget compliance of the patient engagement department.

• Serves as a representative of Nash UNC Health Care at various internal and external events. Incorporates mission and culture:

• Monitor performance standards for continuous performance improvement.

• Analyze patient satisfaction scores and related data; identify trends and areas of opportunity for improvement; recommend change initiatives grounded in Evidence Based Care to affect those areas.

• Ensure best practices resulting from analysis and research are incorporated into Patient engagement initiatives.

• Develop content for and deliver education and training tailored to various audiences.

• Assists in developing and maintaining the Patient Engagement webpage.

• Collaborates with all levels of Health System leaders to support initiatives.

• Creates and implements strategies for change management. Functions as Nash Administrator for Vocera and Press Ganey platforms.

• Leads the following committees: a. Carolina Care Steering Committee b. Patient and Family Advocacy Committee c. Carolina Care Departmental Operating

• Supervises the experience/engagement team, establishes goals and objectives, provides feedback and evaluates performance, and develops co-workers through formal and informal training programs and experiences.

• Creates an environment conducive to recruiting and retaining staff.

• Applies organizational policy and procedures in hiring, promoting, transferring and terminating staff. Provides staff with annual performance feedback and opportunity to set professional goals.

• Professional Development. Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.

• Perform other related duties incidental to work described herein.

• Regulatory Requirements Serves and protects the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and Joint Commission standards.

• Proactively research recent and anticipated changes to governmental regulations tied to the patient experience; identify where changes are needed.

• Serve as a main contact between the organization and third party patient satisfaction reporting companies.

• Maintains patient rights by educating patients, responding to patient and patient family complaints, resolving patient issues, and reporting unresolved issues.

Other information:

• Bachelors in Business Health Administration, Behavioral Science or an appropriate discipline.

• 5 years of Healthcare / Medical - Healthcare - Other in healthcare or patient relations

• Operational efficiency/Lean training experience preferred

Job Details

Legal Employer: Nash Hospitals

Entity: Nash UNC Health Care

Organization Unit: 11NGH Patient Engagement

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Assignment Type: Onsite

Work Schedule: Day Job

Location of Job: NASH HC

Exempt From Overtime: Exempt: No

Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.