Care Experience Program Manager

Alice Peck Day Health Systems, Corp. - Lebanon, NH

Full-time - Mid Level

Lebanon, NH

About the position

The Care Experience Program Manager at Alice Peck Day Health Systems 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 while maintaining confidentiality.
• Facilitate interdepartmental collaboration to achieve improvement initiatives.
• Analyze data trends related to patient experiences and report findings to leadership.
• Develop and oversee a data-driven program to optimize patient experience outcomes.
• Provide staff education on patient relations and service excellence.
• Advocate for patients and families in collaboration with relevant departments.
• Lead or partner in quality improvement efforts supported by data.
• Represent Patient Relations on designated committees or task forces.

Requirements

• Bachelor's degree in a healthcare-related field (preferred) and 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 with the ability to work independently.
• 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.

Nice-to-haves

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

Benefits

• Health insurance coverage
• Paid holidays
• Professional development opportunities