Job Opening Summary
The Manager of Patient Experience provides daily support and management oversight to assigned functional areas within the Patient Experience department.
The incumbent fosters a patient- and family-centered approach to identifying and addressing concerns.
Supports and coaches staff to serve as liaisons between patients/families and leaders at UFHealth Shands to achieve resolution in escalated situations.
Acts as intermediary to UF Health leadership on behalf of patients and their families.
Identifies and presents trends that might be addressed to improve quality and patient experience.
Other duties include process improvement, program development, project management, data analysis and presentation, and service excellence coaching.
Works collaboratively with all departments to identify and drive change throughout the institution.
Ensures departmental compliance with core policies, accreditation and regulatory requirements.
Job Opening Qualifications
Minimum Education and Experience Requirements:
Bachelor's degree in a business or health care-related field (e.
g.
, business, management, finance, or accounting) required; master's degree preferred.
Certified Patient Experience Professional (CPXP) preferred.
A minimum of three years of experience in a hospital or health care system is required.
Must possess strong analytical, interpersonal and leadership skills with knowledge of HCAHPS, CMS and patient satisfaction data and quality improvement processes.
Must have demonstrated management skills with experience in communication and presentation to executive levels and strong skills in facilitating group processes.
Excellent interpersonal and negotiating skills with the ability to influence across functional lines required.
Computer skills include proficiency in electronic medical records and Microsoft Word, Excel and PowerPoint.
Shift hours: 8 a.
m.
- 4:30 p.
m.
, Monday-Friday
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