Care Experience Program Manager

Dartmouth Health - Lebanon, NH

Full-time - Mid Level

Lebanon, NH

Ambulatory Health Care Services

About the position

The Care Experience Program Manager at Dartmouth Health is responsible for managing patient and family feedback, including compliments, complaints, and grievances. This role involves collaboration with hospital leaders to ensure timely and effective resolution of issues, while maintaining a focus on improving patient experience outcomes. The manager will facilitate interdepartmental collaboration, analyze data trends, and advocate for patients and families, ensuring a culture of service excellence and diversity.

Responsibilities

• Manage feedback from patients and families, including compliments, complaints, and grievances.
• Facilitate timely responses to patient and family feedback as per policy.
• Collaborate with departments to research and resolve complaints efficiently.
• 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.
• Collaborate with external experts to implement service excellence tools.
• Advocate for patients and families in collaboration with relevant individuals.
• Co-lead the Patient and Family Advisory Council(s).
• Represent Patient Relations on designated committees or task forces.

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.
• Strong interpersonal skills to work with external parties, providers, and families.
• Ability to work independently with minimal supervision.

Nice-to-haves

• Experience in quality improvement initiatives.
• Familiarity with patient satisfaction metrics and analysis.

Benefits

• Flexible work status
• Diversity and inclusion initiatives
• Professional development opportunities