Patient Experience Manager

Job Description

• Manages all aspects of individual and corporate customers of NMCRH-KC.

• Oversees all new avenues of service provision for the hospital.

• Monitors all Front Office Executives in coordination with the Front Office Supervisor/Duty Officers.

• Monitors the call center to ensure proper functioning and continuous improvement in services, in coordination with the Call Center Supervisor.

• Oversees the performance of Duty Officers, Coordinators, and Supervisors.

• Provides training for all team members and ensures their compliance with standards.

• Monitors patient complaints and satisfaction, collaborating with all departmental stakeholders for improvements.

• Supervises all catering and hospitality activities in the hospital related to patient care services.

• Takes corrective action in situations requiring immediate intervention, including interpretation and administration of hospital policies and work rules.

• Intervenes and problem-solves inter- and intra-departmental issues, facilitating communication, negotiation, and decision-making.

• Obtains adequate facts and evaluates data to identify and address safety and risk management issues.

• Documents pertinent information, actions, and decisions, and communicates them to appropriate leadership.

• Communicates issues identified by front-line staff to the appropriate administrative team regarding new administrative or departmental initiatives.

• Ensures that all reports and deliverables are submitted by their due dates.

• Collaborates with clinical and support staff to foster the delivery of quality care.

• Maintains visibility with hospital staff through regular rounds.