Care Experience Program Manager

Alice Peck Day Memorial Hospital - Lebanon, NH

Full-time - Mid Level

Lebanon, NH

Hospitals

About the position

The Care Experience Program Manager at Alice Peck Day Memorial Hospital is responsible for managing patient and family feedback, including compliments, complaints, and grievances. This role involves collaboration with various departments to ensure timely and effective resolution of issues, while also focusing on improving patient experience outcomes through data analysis and quality improvement initiatives. The position requires strong communication and negotiation skills, emotional intelligence, and the ability to work independently in a healthcare setting.

Responsibilities

• Manage feedback from patients and families, including compliments, complaints, and grievances.
• Document, investigate, and resolve patient issues while maintaining discretion.
• Review data trends and report results to departmental and senior leaders.
• Facilitate interdepartmental collaboration to achieve improvement initiatives.
• Discuss complex situations and facilitate family meetings as a mediator between patients, families, and hospital leaders.
• Maintain a database for tracking and trending complaints and grievances.
• Develop and oversee a data-driven program to analyze patient experience trends.
• Lead quality improvement efforts supported by data to enhance patient experience.
• Provide staff education on patient relations and expectations.
• Define values and behaviors that promote a culture of service excellence and diversity.
• Collaborate with external experts to implement service excellence tools and processes.
• Advocate for patients and families to improve their experience.
• Co-lead the Patient and Family Advisory Council(s).
• Link patient satisfaction to employee satisfaction and turnover in collaboration with HR.

Requirements

• Bachelor's degree in a healthcare-related field (preferred).
• 3 years of experience in a patient/customer-oriented position or 5 years of progressive experience in a healthcare setting.
• Strong negotiation and communication skills.
• Ability to handle confidential material with maturity and discretion.
• Excellent oral and written communication skills, including active listening and empathy.
• Strong interpersonal skills to work with external parties, providers, and families.
• Ability to work independently with minimal supervision.
• Excellent self-control and negotiation skills to manage difficult situations.
• Adaptability and tolerance for ambiguous work situations.

Nice-to-haves

• Experience in quality improvement initiatives.
• Familiarity with patient relations and service excellence tools.

Benefits

• Health insurance
• Dental insurance
• 401k retirement plan
• Paid time off
• Flexible scheduling