Manager Experience Of Care - Richmond Market - Hampton Roads Shared Services

Manager Experience of Care - Richmond Market - Hampton Roads Shared Services - Norfolk, VA

The Experience of Care leader drives experience of care system and market strategies, tactics, and behaviors in the respective market(s) to achieve experience of care excellence as noted by achieving experience of care KPI targets and selected quality KPI's. This leader has experience and working knowledge in hospital operations to assist in action planning and feedback.

Essential Job Functions:

• Deploys system and market experience of care strategies, tactics, and behaviors.
• Institutes structure and processes that drive standardization of practices and policies across assigned market to continually drive quality and efficiency.
• Supports facility leadership by serving as a subject matter expert through data insight and training for understanding of their reports, provides support/guidance and patient experience reporting in appropriate venues/meetings.
• Participates in system and market experience of care committees and workgroups to consult and collaborate on system experience of care strategies and initiatives.
• Serves as a primary resource providing guidance, coaching, direction, and training to BSMH associates.
• Supports market leadership by providing reports, deep dive data drills, and organizes data analytics resources in partnership with regional director for meetings and other requests.
• Review EOC KPI targets and data regularly, identifies areas of strength and those with opportunities, drives performance based with collaborating leaders based on results while providing consistent feedback.
• Works in conjunction with Experience of Care and Market Leadership to develop market vision and strategic planning and implementation of strategies for patient experience.
• Serves, manages, and supports internal and external stakeholders and customers across the continuum of care.
• Participates as a team member and is accountable for own work responsibilities within assigned market or initiative.

Licensing/Certification:

One of the following (required):

Education:

Bachelors, Healthcare, Nursing, or related field (required)

Work Experience:

1 year experience with experience of care/customer relations (required)

1 year experience in an operational leadership role in a hospital setting (required)

Working Conditions:

Periods of high stress and fluctuating workloads may occur.

Long-distance or air travel as needed- not to exceed 10% travel.

General office environment.

May be exposed to high noise levels and bright lights.

May be exposed to limited hazardous substances or body fluids.

May have periods of constant interruptions.

Skills:

Change Management

Data Analysis

Ability to assess deviation from best practices and effectively apply solutions.

Problem/conflict resolution

Customer service champion

Leadership aptitude

Bon Secours Mercy Health is an equal opportunity employer. Many of our opportunities reward your hard work with:

• Comprehensive, affordable medical, dental and vision plans
• Prescription drug coverage
• Flexible spending accounts
• Life insurance w/AD&D
• Employer contributions to retirement savings plan when eligible
• Paid time off
• Educational Assistance
• And much more

*Benefits offerings vary according to employment status.

Department: SS Nursing - Workforce