Administrative Manager for Patient Experience

Sbh Health System

Full-time - Mid Level

About the position

The Administrative Manager for Patient Experience is responsible for managing data related to Patient Experience and overseeing DRIVE functions. This role involves updating and monitoring databases, providing computerized reports, and ensuring compliance with hospital guidelines. The Administrative Manager also manages daily operations for Concierge services and ensures timely implementation of patient experience programs such as Telehealth.

Responsibilities

• Manage DRIVE reports and data through review and auditing of filed reports and databases.
• Ensure compliance with hospital guidelines and stated goals.
• Oversee daily operations for Concierge services.
• Implement and monitor patient experience programs and projects.
• Prepare and complete eTime and other services for Patient Experience.
• Promote a safe and professional healthcare environment.
• Adhere to all hospital policies and procedures.
• Prioritize customer service and effectively communicate with patients and staff.
• Prepare NRC Picker reports regarding HCAHPS performance.
• Supervise staff and provide guidance in resolving issues.
• Make recommendations concerning staffing and procedural changes.
• Draft annual performance reviews and recommend personnel actions.
• Research and prepare reports for senior administration.
• Consult with administrative staff to resolve equipment and scheduling issues.
• Schedule and maintain accurate records of employee time off.
• Train staff on new policies and arrange in-service trainings.
• Track and submit Healthstream in-service compliance for staff.
• Represent the Assistant Vice President/Chief Experience Officer in meetings.
• Work on budget and office matters.

Requirements

• Bachelor's degree (BS/BA) required.
• Strong writing skills for preparing narrative reports.
• Excellent knowledge of software such as Excel, Word, and PowerPoint.
• Affinity for working with databases.
• Strong interest in customer service and community relations.
• Ability to work unsupervised and take responsibility for actions.