The patient experience manager reports to Director of Service Excellence and contributes to the quality and safety of health care delivery. This position will work closely with the Chief Nurse Executive on planning and implementing strategies to enhance our experience and nursing practice. This position is responsible for advancing the healthcare system by providing education, coaching, and training as deemed necessary for the improvement of the patient experience.
EDUCATION: Graduate of an accredited Baccalaureate nursing degree preferred
CERTIFICATION/LICENSES: Current New Mexico RN license or current Compact state license if applicable (only with nursing background).
Positive demeanor, must be a role model in service excellence, and have crucial conversation skills to drive change.
Excellent verbal, telephone, and written communication skills. Able to communicate with diverse and multicultural population.
Team facilitation and project manager skills. excellent presentation and interpersonal skills; ability to motivate and influence the work of others; ability to manage multiple priorities with accountability for deadlines.
Must demonstrate ability to effectively problem solve and make independent decisions
Must be proficient in all Microsoft Office Suite applications as well as in tracking and trending measurement results.
EXPERIENCE: Minimum of two-five years of related experience in a healthcare setting with a preference for experience in nursing/education/patient experience.
NATURE OF SUPERVISION:
-Responsible to: Director of Service Excellence
-Direct Reports: Patient Experience Liaisons, Ambassadors, and Patient Experience Representatives
- Bloodborne pathogen A
Works in a clean, well-lighted, ventilated smoke-free environment.
Fifty percent of time will be spent walking/coaching in clinical areas to drive practice change. Subject to stressful professional relationships. Working hours vary, with flexibility due to unexpected changes in schedule and emergencies. May be required to lift, push, pull and/or carry up to 50 lbs.
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.
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