Patient Experience Manager jobs in Illinois

POSITION SUMMARY:

The Manager, Patient Experience provides management and oversight of the Patient Experience, Patient Relations, and Interpreter Services Departments.  The manager is dedicated to improving the patient and family experience through implementing patient experience best practices, the investigation of patient/family complaints, grievances, and other feedback received and maintaining interpretation services to patients of UW Health Northern Illinois.  Under the direction of the Senior Director of Quality and Patient Experience, this position has overall responsibility for the mentorship of staff and providers to assure the use of disciplined patient experience best practices. The Manager will develop staff competencies, assess individual performance, evaluate effectiveness of processes, and communicate with key stakeholders.  The manager is responsible for monitoring department goals and milestones. 

EDUCATION/TRAINING:

Minimum:

• Bachelor’s degree in business administration, Health Care Administration, Nursing, Industrial Engineering or other health related field.
• Certification of successful completion of 40 hours or more of medical interpreter training in Spanish from a nationally recognized organization OR a degree in Medical Interpreting

Preferred:

• Master’s degree in business administration, Health Care Administration, Nursing, Industrial Engineering or other health related field.

LICENSURE/CERTIFICATION:

Minimum:

• N/A

Preferred:

• N/A

EXPERIENCE:

Minimum:

• Five (5) years of experience working in health care.
• Two (2) years of experience in developing and sustaining programs.

Preferred:

• Three (3) years of management experience in a healthcare environment, preferably focused on patient experience with a proven track record of success.

REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES:

• Ability to influence and lead by example to establish and maintain positive relationships.
• Ability to function independently and deal with multiple, simultaneous projects.
• Demonstrate effective communication and collaboration.
• Demonstrate effective problem-solving skills.
• Effective leadership abilities:
  • Ability to implement change in a positive, sensitive and forward-thinking manner
  • Developing goals and objectives, and establishing priorities
  • Inspires confidence, appropriate risk taking and achievement of high standards
  • Self-starter with a willingness to try new ideas
  • Positive, can-do attitude coupled with a sense of urgency
  • Good judgment and ability to act decisively at the right time
• Sensitivity to issues of diversity and demonstrates cultural competence.
• Ability to maintain confidentiality regarding highly sensitive issues