Job Description

Overview Manager - Patient Experience at Ochsner Health. This role educates patients, patient advocates and healthcare providers about methods for assessing, addressing, and reducing patient grievances and complaints. Serves as administrator of the patient advocacy program to address patient/family needs at the point of service. Collaborates with providers to guide effective initiatives to improve patient satisfaction and the patient experience. Evaluates the grievance process to ensure compliance with all regulatory guidelines. Analyzes and reports on patient satisfaction data from provider departments and appropriate quality meetings as needed. Assists with orientation and training of employees who monitor and address patient grievances and complaints by working with department managers. Provides tools and training to employees for best practices to increase customer satisfaction. Demonstrates actions consistent with company expectations as duties are performed daily. Responsibilities Reviews and audits patient contacts in database (Feedback Monitor Pro) to maintain compliance with applicable regulatory guidelines. Participates in regulatory surveys as appropriate and performs ongoing gap analysis of patient rights regulations. Works with appropriate teams to initiate action plans to resolve discrepancies and monitors action plans for compliance. Acts as an advisor for the patient relations team, department staff and leadership in resolving patient relations issues. Oversees management of grievances involving threat of litigation. Arranges patient meetings with providers and administrators as needed. Supervises communication with patients, families, providers and administrators for patient relations departments. Represents the organization in a professional and positive manner at conferences and meetings to enhance the organization’s reputation and patient satisfaction; participates in professional organizations for patient experience enhancement. Analyzes and reports on patient relations data to various department and committee meetings. Educates and trains staff on best practices related to patient relations. Performs other related duties as required. Qualifications Education — Required: Bachelor’s degree in communications, sociology, psychology or related field. Work Experience — Required: 3 years experience in direct patient relations or customer service. Knowledge, Skills and Abilities (KSAs) Proficiency in using computers, software, and web-based applications. Effective verbal and written communication skills and the ability to present information clearly to varying levels of individuals throughout the patient care process. Excellent interpersonal skills. Empathy, patience and good judgment. Strong analytical and problem-solving skills. Ability to work a flexible schedule (e.g., 24/7, weekend, holiday, on-call availability). Physical and Environmental Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sedentary work; may involve sitting most of the time and occasional standing or walking. No exposure to blood, body fluids or tissue as part of routine duties. There is no occupational risk for exposure to communicable diseases. Potential occupational risk for exposure to hazardous medications or waste within a healthcare setting depending on duties. Equal Opportunity and Accessibility The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. Ochsner Health endeavors to make our site accessible to all users. If you need an accommodation to complete the application process, please contact our HR Employee Solution Center at 504-842-4748 or careers@ochsner.org. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. #J-18808-Ljbffr Ochsner Health

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