Manager Patient Experience


  • Location: Springfield, MA
  • Posted: May 22, 2019

Job Description


Job ID 85167
Location: Springfield, Massachusetts

About Baystate Health:

Baystate Health is one of New Englands leading and largest integrated health care organizations, serving a population of nearly one million people throughout western New England. With roots dating back to the founding of Springfield City Hospital in 1873, Baystate Health has been providing high-quality and compassionate health care in western Massachusetts for more than 145 years. With more than 12,000 employees, a medical staff of nearly 3,100 physicians, and a net patient service revenue of more than $1.4 billion, the ever-growing health system includes five Massachusetts hospitals and the Baystate Mary Lane Outpatient Center.

The nationally recognized integrated delivery system whose mission is to improve the health of the people in our communities every day, with quality and compassion also includes more than 80 medical practices, home care and hospice services, comprehensive regional laboratory and diagnostic services, and Health New England, a health insurance provider with over 160,000 members.

COME JOIN THE BAYSTATE TEAM!

Baystate Health believes in "Advancing Care, Enhancing Lives" for our diverse patients, community and staff and our leaders are expected to act as dynamic stewards of the organization and to engage people in meaningful work that calls each person to contribute what they do best in order to ensure organizational success. It is especially important that our leaders act in a way that demonstrates compassion, inclusiveness and raising the standard of excellence.

The Manager of Patient Experience will champion and facilitate/lead improvement efforts at BH related to Patient Experience. In collaboration with clinical and administrative leadership, facilitates initiatives that foster and enhance a culture of patient and family centered care excellence. Responsible for planning, design/development, implementation and evaluation of patient experience projects. Interfaces regularly with senior leaders, managers, providers, team members, patients and family. Facilitates BH Patient Experience subcommittees, task forces, work groups, and project teams.

The responsibilities will include:
Champion and facilitate/lead improvement efforts at BH related to Patient Experience. In collaboration with clinical and administrative leadership, facilitates initiatives that foster and enhance a culture of patient and family centered care excellence. Responsible for planning, design/development, implementation and evaluation of patient experience projects. Interfaces regularly with senior leaders, managers, providers, team members, patients and family. Facilitates BH Patient Experience subcommittees, task forces, work groups, and project teams.
Serve as a change agent that actively contributes to work toward organizational wide improvement in meeting core measures, patient safety and service excellence defined goals and objectives
Collaborate with leadership and medical staff to develop and implement strategic initiatives, identifying and establishing long-and short-term priorities that improve the patient, provider and team member experience
Use patient experience data to ensure optimal patient experience to drive improvement outcomes and service recovery efforts
Benchmark with external organizations and review research for best practices
Develop and maintain collaborative working relationships with other hospital departments and leadership
Develop, coach and mentor teams of providers and hospital leaders to improve operational excellence and the patient experience, while enhancing clinical outcomes
Proactively champion innovation and support teams by using a Change Management model, LEAN principles and Human-Centered Design to design new processes for success and sustained gains, identify potential barriers, and devise plans to manage resistance

Qualifications include:
Bachelor's degree in nursing, business or statistics; Master's degree preferred
Five to seven (5-7) years experience in patient/customer relations which includes experiences in successfully developing and creating strategies to improve patient/customer experience. Experience in applying Human-centered design preferred; Minimum five (5) years of teaching/coaching experience preferred; Demonstrated project management across multiple geographic locations preferred.
Demonstrated experience in leading by influence.
Certified Patient Experience Profession preferred
Experience applying improvement methodology preferred

Skills/Competencies:

Strong interpersonal skills (oral and written), facilitation skills, coaching and mentoring, and presentation skills; Ability to develop action plans for multidisciplinary perspectives; proficient in team building, conflict resolution, group interaction and dynamics, project management, cost effectiveness and budget management.

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

Baystate Medical Center

759 Chestnut Street
Springfield, MO 01199

Opened: 1873

Phone: (413) 794-0000

Fax: (413) 794-0000

Web: http://www.baystatehealth.org

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