The Patient Family Experience Manager is responsible for leading and overseeing the organization's Patient Family Experience functions, including complaint resolution, service recovery, and improvement of the patient and family experience. This role directs the work of Patient and Family Consultants and Patient Relations Representatives and works collaboratively with leadership, physicians, and staff to address and respond to patient and family concerns, identify key themes and implement improvements. The Patient Family Experience Manager also develops and delivers education to foster a culture of patient- and family-centered care, emphasizing principles of service excellence and service recovery. 

Essential Job Functions:

• Lead efforts to enhance the patient and family experience by developing and implementing strategies that integrate their feedback into organizational improvement efforts. Act as a primary advocate for patient and family-centered care, promoting empathy, respect, and responsiveness to patient and family needs.
• Develop and maintain policies for addressing complaints and grievances. Serve as an expert resource to resolve patient and family concerns efficiently and compassionately, ensuring adherence to all regulatory requirements for grievance resolution.
• Direct the work of the Patient Relations Representatives and Patient Family Experience Consultants, including recruitment, training, and performance evaluation. Provide ongoing coaching and mentorship to support a team culture of service excellence and empathy. The authority to hire, separate, promote, demote, write and administer performance evaluations.
• Analyze and present patient family experience, complaint and grievance data to leaders and staff, identifying trends and opportunities for improvement. Integrate additional data from other feedback sources to inform improvements to the patient and family experience.
• Partner with teams such as Risk Management, Legal, Quality and Safety, Privacy, Compliance, Social Work, and Security Services to ensure a coordinated, patient-centered response to complaints and grievances.
• Oversee the service recovery process, including the distribution and utilization tracking of service recovery tokens. Analyze trends in service recovery needs and provide targeted education to staff on appropriate response strategies.
• Engage directly with patients and families through activities like rounding and observations to assess and understand their experience. Use insights to drive improvements and enhance service excellence. Aide in recruiting families to participate in improvement work.
• Develop and deliver presentations on patient and family-centered care, service excellence, and service recovery to a variety of audiences, including new employees, department teams, and as requested.
• Ensure compliance with all regulatory requirements related to patient and family complaints, grievances, and experience data. Support Accreditation Readiness efforts by participating in regulatory surveying and documentation processes.
• Other job functions as assigned.

Knowledge, Skills and Abilities:

• Bachelor’s degree required. Master’s degree preferred.
• Minimum of 3 years clinical and/or leadership experience preferred.
• Good communication, problem solving, conflict-resolution and interpersonal skills.
•  Ability to analyze, interpret, and present data on patient and family complaints, identifying trends and actionable insights for improvement.
• Familiarity presenting and interacting effectively with executives, medical staff and management at all levels of the organization.
• Highly organized and detailed oriented
• Ability to prioritize and address a variety of patient/family issues within firm timeframes.
• Basic familiarity in analyzing and presenting data to various audiences.
• Proficiency with Microsoft applications: Excel, Word, and Power Point.