Patient Experience Supervisor

“Sanitas is a global healthcare organization expanding across the United States. Our services include primary care, urgent care, nutrition, lab, diagnostic, health care education and resources for our patients. We strive to attract professionals who believe in our mission, vision and are dedicated to the service of our patients and their families creating a memorable experience through compassion, respect, and kindness.”

Job Summary

The Patient Experience Supervisor is responsible for reviewing and supporting implementation of best practices for overall patient experience at Sanitas Medical Center. They ensure that all work focuses on improving patient and caregiver experience and delivers a high level of patient safety, patient satisfaction and patient loyalty.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead the development of a patient experience cross-functional team responsible for the implementation of the patient experience strategy.
• Manage the implementation of the customer experience improvement plan.
• Lead, implement and monitor, effectiveness of patient experience and quality projects and processes relevant to all medical centers and providers.
• Develop quality monitoring activities, metrics, and reporting.
• Work with the operations team to ensure there are robust processes to conduct quality monitoring.
• Undertake quality assurance assessment visits, including planned and unannounced visits to medical centers and providers, ensuring that timely and accurate feedback is given with assurance processes in place to monitor providers actions for service improvement.
• Troubleshoot, resolve, and document patient complaints to ensure the root cause of complaints is understood and resolved to prevent future ones. 
• To keep abreast of relevant national and state legislative and policy requirements, relevant to their area of responsibility and ensure that key requirements are identified and adopted, including amending related policies and procedures.
• To deliver quality profiles of providers, reports and review processes, reporting and monitoring systems.
• Provide ongoing coaching and development on customer service standards and service recovery.
• Assist with ongoing training for staff and understanding of company service values.
• Assist in hiring, developing, and ongoing coaching of Patient Experience Representatives.
• Performs other tasks as requested by management.

Supervisory Responsibilities

This position manages all employees of the department and is responsible for the performance management and hiring of the employees within that department.

Required Education

• Relevant degree.

Required Experience

• 2+ years’ experience in customer service or coaching.

Required Licenses and Certifications

• N/A

Required Knowledge, Skills, and Abilities

• Understanding of healthcare procedures.
• Excellent interpersonal and communication skills.
• Outstanding organizational and problem-solving aptitude.
• Ability to work in teams.
• Ability to process and handle confidential information with discretion. Ability to organize and prioritize work under pressure while meeting deadlines.
• Advanced experience with Microsoft Word, Excel, PowerPoint, and Power BI. 
• Impeccable personal presentation to transmit professionalism, confidence, and security.
• Passion for customer service and attention to detail.
• Ability to work independently and/or in a collaborative environment.
• Available to work on weekends when needed.
• Position requires driving and traveling.

Preferred Qualifications

• Prior healthcare experience is preferred.

Financial Responsibilities

Budget Responsibilities

Languages

Travel

Physical 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. 

While performing the duties of this job the employee is regularly required to work standing up, walk, use hands to operate tools and equipment and must be able to exert regularly up to 10 pounds of force, frequently exert 30 pounds of force and occasionally exert 50 pounds of force to constantly perform the essential job functions. The employee will be frequently required to reach with hands and arms, bend, balance, kneel, crouch, crawl, push, and pull. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Environmental Conditions

Inside: The employee is subject to environmental conditions, protection from weather conditions but not necessarily from temperature changes. The worker is subject to noise; there may be sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

Physical/Environmental Activities

Please indicate with an X the frequency for the activities that apply to the essential functions of the job based on the chart below. Please select Not Required for physical demands that aren’t essential to job performance.