Job Description

Position Summary: The Manager, Patient Experience supports programs and initiatives to enhance the patient and visitor experience. Partners with leaders throughout the organization to provide Lean Management strategies to improve workflow efficiency focused on improving customer satisfaction. Essential Functions and Responsibilities: Provide support for medical center-wide ongoing customer relations program and institute changes that enhance Service Excellence in processes, procedures, policies and accountability within the organization. Build and maintain effective working relationships with patients, physicians, employees, and visitors in a friendly and cordial manner, in person or on the telephone, thus promoting a positive service image for McLaren Oakland. Provide assistance to management in understanding patient satisfaction reports and create customized reports and presentations as required. Serve as internal resource for managers in the use of the online patient satisfaction survey data tool and related data analysis. Successfully/quickly manage any patient complaints in accordance with medical center policy, as needed. Provide support for investigations regarding lost patient property, engaging other hospital staff as appropriate. Manage the patient reimbursement process when needed.Interact with patients to provide recovery after lost/found property experience. Performs other related job duties as assigned. Qualifications: Required: Bachelor’s degree in healthcare, Hospitality or related field Five years of prior work experience in Customer Service in a health care setting Preferred: Seven or more years of prior work experience in Customer Service in a health care setting. In addition, prior experience managing complaints is preferred. Previous lean experience/training preferred. McLaren Health Care

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