Program Manager-Patient Experience
- Location: Duluth, MN
- Posted: Jun 19, 2019
The Program Manager-Patient Experience, under the direction of the Department Director, works independently to coordinate St. Lukes patient experience initiatives for the entire health system by leading the Patient Family Advisory Council (PFAC); providing key leadership in collecting, analyzing and disseminating service excellence trends; championing organizational education and awareness related to the importance of positive patient experience and providing ongoing training.
Education: Bachelors Degree.
Experience: Four (4) years related professional experience working with patient care/customer service.
Experience: Two (2) years leading organizational initiatives to improve the patient/consumer experience. Previous experience in a health care setting.
KNOWLEDGE, SKILLS AND ABILITIES
Ability to work effectively with all levels of the organization, patients, and visitors. Demonstrates excellent skills in problem-solving and improvement, leading and coaching others, verbal and written communication, and an ability to work independently. Requires working knowledge of the health care environment, dynamics of health system internal and external customer relations including physicians, employees and patients. Knowledge of the use of HCAHPS, market research, and other proxy data to identify industry best practice relative to the patient experience and to integrate and direct agreed upon actions. Demonstrates a high level of personal accountability to role model and lead by example the expectations for all associates to provide exemplary customer service. Ability to analyze and interpret data, and integrate raw data into actionable process improvements required. Strong customer service skills required.
READING - Intermediate: Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals.
WRITING - Intermediate: Ability to write routine reports, correspondence, or procedures.
SPEAKING - Advanced: Ability to effectively present information and respond to questions from groups of managers, top management, public groups, clients, customers, and the general public.
MATHEMATICAL SKILLS - Intermediate Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals and to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to compute rate, ratio, and percent and to draw or interpret bar graphs to apply concepts of basic algebra and geometry.
REASONING ABILITY - Intermediate Skills: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
PHYSICAL DEMANDS AND ENVIRONMENT
Stand - Occasionally Under 1/3 (1-2.5 hours)
Walk - Frequently 1/3 to 2/3 (2.5 5.5 hours)
Use hands to finger, handle, or feel - Continuously Over 2/3 (5.5 8 hours)
Reach with hands and arms - Occasionally Under 1/3 (1-2.5 hours)
Climb or balance - Rarely or None
Stoop, squat, kneel, orcrouch - Rarely or None
Bending-repetitive forward - Occasionally Under 1/3 (1-2.5 hours)
Talk or hear - Continuously Over 2/3 (5.5 8 hours)
Taste or smell - Rarely or None
Up to 10 pounds - Frequently 1/3 to 2/3 (2.5 5.5 hours)
Up to 25 pounds - Occasionally Under 1/3 (1-2.5 hours)
Typical Noise Level - Moderate noise (examples: business office with computers and printers, light traffic)