Job Description

Intro At Nuvance Health, we enjoy the benefits of a two-state system as we cultivate an inclusive culture where everyone feels welcomed, respected and supported. Together, we are a team of 15,000+ strong hearts and open minds. If you share our values of connected, personal, agile and imaginative, we invite you to discover what’s possible for you and your career. Northern Dutchess Hospital is an 84-bed hospital located in picturesque Rhinebeck, New York. We are leaders in the Hudson Valley for maternity and orthopedic excellence and provide award-winning care in a wide range of specialties, from cancer and heart disease prevention to bariatric surgery and healthy aging services. Accolades The Leapfrog Group - Grade A for quality and patient safety U.S. News & World Report - High performance in knee replacement Surgical Review Corporation (SRC) - Robotic Center of Excellence Center for Medicare and Medicaid Services (CMS) - 5 Star Rating Summary The Manager of Patient Experience performs a wide variety of duties to ensure that patient satisfaction is promoted, patients’ needs are addressed, staff is educated in customer service and, through the hospital’s Performance Improvement process, opportunities for improvement in customer satisfaction are identified and addressed. Responsibilities Oversees day-to-day operations within span of control, resolving problems as necessary, and ensuring that operations are efficient, compliant, safe, and of the highest possible quality. Optimizes management structures and workflows within span of control to continually improve quality and efficiency. Develops policies and procedures to support interventions and goals in collaboration with the hospital President and NDH Board in meeting these goals. Collaborates with physicians, management and staff to identify trends in performance best practices and barriers to success. Leads and monitors targeted patient experience initiatives. Collaborates and coach’s hospital leaders, department managers, and frontline staff to implement evidence-based strategies to improve the patient experience. Synthesizes patient experience performance and feedback from a variety of sources to assist with analysis and program development for a successful program. Responsible for measuring overall patient experience team progress and effectiveness at various hospital leadership committees. Develops and implements a strategic plan to create and maintain a culture of customer service. Exhibits problem-solving skills in both routine and emergency situations. Consistently demonstrates patient experience skills by placing patient perception concerns first. Coordinates employee, individual team and department recognition of patient experience excellence through use of internal recognition programs. Creates and develops programs and teaching plans which meet the staff needs in relation to patient experience. Educates all hospital orienteers to Report of Concern process and Patient Bill of Rights in a monthly house-wide orientation. Evaluates success of the programs in meeting objectives of Patient Experience education. Establishes and maintains patient complaint tracking system which supports the Performance Improvement Program and hospital leadership in compliance with CMS, TJC and NYS DOH regulations. Logs into Patient Call Manager (PCM) daily to access patient list, reviews patient discharge in Cerner to determine any specialized question groups, performs discharge call-back according to PSM script/specialty and answers patient questions regarding discharge instructions/plan and escalates issues/concerns to appropriate departments. Rounds daily to all inpatient units for discharge list, reviews patient discharge in Cerner to determine and schedule follow-up appointments, documents appointments in Cerner and reviews appointments with patient’s Primary Care Nurse. Comply with all Nuvance Health and affiliate policies and ensure compliance with all applicable law and regulation. Maintains contemporary professional knowledge and education. Demonstrates regular, reliable and predictable attendance. Manages NDH Volunteer Coordinator. Performs other duties as required. Maintains and Models Nuvance Health Values. Qualifications Action and Results-Oriented: Ability to establish key goals, drive and track results among multiple decision-makers and stakeholders and meet deadlines in a fast-moving environment. Political Savvy and Diplomacy: Ability to maneuver through complex, politically charged situations and understand the dynamics and culture of the organization. Ability to anticipate problems and negotiate solutions with peers and senior leadership and other key stakeholders. Ability to Build Relationships Through Integrity and Trust: Ability to quickly gain the trust and respect of others, drive collaboration, build a teamwork environment, search for the win/win scenarios. Influencing Skills: Ability to lead an organization using influence, rather than possessing direct authority of others, being sensitive, yet direct in both verbal and written communications. Managing Complexity: Ability to lead and drive results in a complex organization, achieving alignment between often conflicting priorities, initiatives and people. Experience: Minimum of five (5) years Acute Care experience. Closing With strong hearts and open minds, we’re pushing past boundaries and challenging the expected. We are neighbors caring for neighbors, working together as partners in health to improve the lives of the people we serve. If you share our passion for the health of our communities, advance your career with Nuvance Health! Job Details Company: Northern Dutchess Hospital Org Unit: 1092 Department: PT Relations Programs Exempt: Yes Salary Range: $45.29 - $84.11 Hourly #J-18808-Ljbffr Northern Dutchess Hospital

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