Care Experience Program Manager

Dartmouth Health - Lebanon, NH

Full-time

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 high standard of communication and emotional intelligence. The manager will analyze data trends related to patient experiences and lead quality improvement initiatives to enhance service excellence and patient satisfaction.

Responsibilities

• Manage feedback from patients and families, including compliments, complaints, and grievances.
• Document, investigate, and resolve patient issues in collaboration with hospital leaders.
• Facilitate interdepartmental collaboration to achieve improvement initiatives.
• Analyze data trends related to patient experiences and report results to leadership.
• Develop and oversee a data-driven program for tracking and analyzing patient experience trends.
• Provide staff education on patient relations and expectations to foster a patient-focused culture.
• Advocate for patients and families, ensuring their voices are heard in care decisions.
• Collaborate with external experts to implement evidence-based service excellence tools.
• Co-lead the Patient and Family Advisory Council(s) and represent Patient Relations on committees.

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.

Nice-to-haves

• Experience in quality improvement initiatives.
• Familiarity with patient rights and complaint resolution processes.

Benefits

• Flexible work status
• Diversity, Inclusion, Equity, and Belonging initiatives