POSITION TITLE: Hospitality and Experience Program Manager

DEPARTMENT: Quality Improvement

REPORTS TO: Director of Quality & Risk Management

JOB PURPOSE: To improve the health and wellbeing of our communities.

BASIC FUNCTION: The Hospitality and Experience Program Manager serves as the entity representative by promoting patient and family centered care under the direction of the Director of Quality & Risk Management.

The Hospitality and Experience Program Manager is responsible for overseeing the customer service focus for the hospital, creating a supporting and healing environment for the patient and their families. Identifies organizational opportunities for delivering a superior patient experience based on customer feedback, proactive consultation, satisfaction results, and analysis of complaints and grievances. Accountable for HCAHPs initiatives, systems and processes that ensure compliance with organizational policies and procedures, and compliance with the requirements of Grand River Health, and related regulatory and accrediting agency requirements. This individual will perform the following processes:

• Responsible for coordinating and directing all patient experience activities in collaboration with leadership and frontline staff in order to improve patient satisfaction scores
• Works collaboratively with the Quality Department to track financial incentives, penalties, compliance with regulatory agencies and reporting tied to patient satisfaction. In addition, also works with Quality to administer required surveys and reviewing the data in NRC
• Maintains and supports programs for client (Patient/Family/Staff) satisfaction that ensures retention
• Monitors and ensures compliance, progression, and follow up of any client satisfaction initiatives
• Assists in developing, customizing, and monitoring department level patient satisfaction action plan to meet client needs
• Participates and adds value to hospital committees as necessary including (Quality/Risk, Patient Family Advisory Council, PARC, Departmental meetings, SEA, etc.)
• Works with marketing for promoting client satisfaction progress
• Maintains awareness of patient satisfaction updates in industry
• Works with leadership to meet department goals
• Participates in webinars and other educational opportunities
• Provides recognition for staff when programs are implemented with success
• Works with SEAs, Department leaders, and Admin for preparation and implementation of training for staff. Identifies learning objectives using already in place programs
• Works with the Quality Department to compose patient satisfaction reports, data, and ensure standardization for operational success

Provides reports to the administration and the Board of Directors as requested. Performs a variety of tasks and other duties as assigned.

QUALIFICATIONS:

Education: 4-year degree preferred in Hospitality and/or related field. Willing to obtain Certified Patient Experience Professional (CPXP) within 5 years after being hired

Experience: 5-year experience in service oriented operations highly preffered

SALARY INFORMATION :

$52.47-$63.08 Dependent on Experience

Shift differentials may apply for eligible positions.

Bonus (If Eligible)

BENEFITS:

We offer a wide range of best in class benefits. Grand River Hospital District benefits include: medical insurance with prescription drug coverage, vision and dental insurance, medical and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, disability, employee assistant programs, paid time off to cover family illness (sick time), holidays, personal business, vacation and other activities, extended illness benefits, 457 retirement plan with match, AFLAC, identity theft protection and pet insurance.