Patient Experience Manager - St. Charles

Additional Information About the Role

Role Purpose

- Serve as a conduit for communication between the System and organization and provides direction to the local patient experience team. Analyzes opportunities for improvement utilizing the six strategic lenses of the Patient Experience Framework, performance data and partners with operations in prioritizing areas of focus.

- Provides guidance to the patient experience partners and specialist who support to operating units and department teams in developing solutions that are data driven and evidence based.

- Works with leadership to understand the measurement systems in place and key findings from these systems and their potential financial ramifications, while assisting with the implementation of improvements and monitoring systems to assess the impact of service excellence improvement work.

- Evaluates patient experience to assure an excellent patient experience is being delivered consistently across the organization.

-Responsible for designing, coordinating, and managing the tactical implementation and visibility associated with the organization's strategic plan.

- Coordinates internal service line development with external delivery. This role must obtain their CPXP Certification within 1 year of hire

Details:

- The Manager of Patient Experience will cover both St. Charles Hospitals (Barnes St. Peters and Progress West)

- Will have Direct Reports

- 50% at least, out in the field

- Must obtain CPXP certification as conditional of employment

- Full-Time Benefits Eligible, including 401k and Pension

- Needing 2 years related expeience at a minimum

Overview

Barnes-Jewish St. Peters Hospital proudly serves the health care needs of families in St. Charles, Lincoln and Warren counties. The 102-bed community hospital provides comprehensive inpatient and outpatient services including the Siteman Cancer Center at Barnes-Jewish St. Peters Hospital, the Breast Health and Women’s Center, the Cardiology Center, the Neurosurgery Center and the Outpatient Surgery and Endoscopy Center.

Barnes-Jewish St. Peters Hospital is an Accredited Chest Pain Center and carries a Level II stroke certification. Additionally, the hospital’s medical office building houses offices for specialists in primary care, cardiology, obstetrics, dermatology, surgery and pulmonology. Barnes-Jewish St. Peters Hospital also offers outpatient services including physical therapy, a sleep lab, and cardio-pulmonary rehabilitation.

At Barnes-Jewish St. Peters Hospital, every decision is made in the best interest of patients and families. The TQM/CQI team collaborates with managers to identify opportunities for improvement in departmental processes, facilities, communications, functions and quality service and will develop and impliment strategies.

Preferred Qualifications

Role Purpose

Serve as a conduit for communication between the System and organization and provides direction to the local patient experience team. Analyzes opportunities for improvement utilizing the six strategic lenses of the Patient Experience Framework, performance data and partners with operations in prioritizing areas of focus.� Provides guidance to the patient experience partners and specialist who support to operating units and department teams in developing solutions that are data driven and evidence based.� Works with leadership to understand the measurement systems in place and key findings from these systems and their potential financial ramifications, while assisting with the implementation of improvements and monitoring systems to assess the impact of service excellence improvement work.� Evaluates patient experience to assure an excellent patient experience is being delivered consistently across the organization.� Responsible for designing, coordinating, and managing the tactical implementation and visibility associated with the organization's strategic plan.� Coordinates internal service line development with external delivery. This role must obtain their CPXP Certification within 1 year of hire.

Responsibilities

Manages individual(s) including but not limited to: onboarding and hiring, training, workload management & performance evaluations, conducting professional development plans as needed. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.Develops and adheres to departmental staffing, revenue and/or expense budgets. Responds to changes in the business which may affect the ability to achieve the budget goals.Oversees administration and management of various programs including business development and physician relations.Works closely with performance improvement teams, committees, and department leaders to develop and execute a PX action plan for both systemwide and local projects based on the PX framework.Develops and coordinates training activities that engage staff and provide understanding of their impact to the PX.Participates in all PX strategic planning, budgeting, and cost analysis activities.Manages the use of internal and external data to assist in identifying opportunities for PX improvements

Minimum Requirements

Education

Bachelor's Degree - Bus/HC Admin/Nursing/related

Experience

2-5 years

Supervisor Experience

< 2 years

Preferred Requirements

Education

Master's Degree - Business/HC Admin

Experience

5-10 years

Supervisor Experience

2-5 years

Licenses & Certifications

CPXP Certification
Benefits and Legal Statement

BJC Total Rewards

At BJC we’re committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social and financial well-being.

• Comprehensive medical, dental, vison, life insurance, and legal services available first day of the month after hire date
• Disability insurance* paid for by BJC
• Pension Plan*/403(b) Plan funded by BJC
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance

To learn more, go to www.bjctotalrewards.com/Benefits

*Not all benefits apply to all jobs

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer