Patient Experience Manager - Finger Lakes Community Health : Job Details

Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff. All communications for recruitment will come directly from BambooHR ([email protected]) and may appear as spam.

About Finger Lakes Community Health:

Finger Lakes Community Health (FLCH) was founded in 1989 with an original mission of serving the region's agricultural workers by linking individuals to area resources and providing essential health services. In 2009 the organization expanded to become a Federally Qualified Health Center (FQHC), serving patients of all incomes, ethnicities and walks of life. Over the last decade, FLCH has grown to provide medical, dental, and behavioral health services to over 28,000 patients at eight health centers. With over 200 employees we strive to provide high-quality and innovative health care services to the Finger Lakes Region.

Benefits Offered:

* Monday through Friday schedule, closed all major holidays

* Medical insurance with a 90% employer contribution

* Dental, Vision, and Life insurance

* Safe Harbor 3% 401k contribution

* Robust PTO offerings

* Education reimbursement

Job Summary:

The Patient Experience Manager oversees and enhances all aspects of patient satisfaction and service quality within the healthcare facility. This role involves monitoring and analyzing patient feedback, engaging with patients to understand their needs, and collaborating with clinical and administrative teams to uphold high service standards. The Patient Experience Manager is tasked to oversee staffing and develop, implement, and conduct staff training programs with an emphasis on patient-centered care. Additionally, the role involves optimizing patient care processes, leveraging technology for improved interactions, and acting as a patient advocate to ensure their needs are met. The manager will analyze patient data, present actionable insights to leadership, and work cross-departmentally to align efforts to improve patient outcomes and satisfaction.

Main Responsibilities:

Patient Satisfaction & Engagement:

* Monitor and analyze patient feedback through surveys, reviews, and direct interactions.

* Engage with patients to understand their needs and expectations.

Service Quality Improvement:

* Work closely with clinical and administrative teams to ensure service quality aligns with organizational standards.

* Develop and maintain protocols that enhance the patient experience, such as reducing wait times, improving communication, and enhancing care coordination.

Staff Training & Development:

* Develop, conduct, manage, and maintain regular training programs for new and existing patient service staff.

* Foster a culture of empathy and responsiveness across all patient-facing roles.

Complaint Resolution:

* Address patient complaints and grievances promptly.

* Implement solutions and follow-up measures to prevent recurring issues.

Process Optimization:

* Evaluate existing patient care processes and suggest improvements.

* Leverage technology to streamline patient interactions, such as through telehealth, online scheduling, and digital communication tools.

Patient Advocacy:

* Act as a liaison between patients and healthcare providers to ensure patients' needs are met.

* Advocate for patient rights and ensure their voices are heard in decision-making processes.

Data Analysis & Reporting:

* Analyze patient data to identify trends and areas for improvement.

* Monitor and maintain various metrics for staff and patient productivity.

* Present regular reports to leadership with actionable insights and recommendations.

Cross-Departmental Collaboration:

* Work closely with nursing, administration, and IT departments to align efforts that impact patient experience.

* Lead or participate in initiatives focused on improving patient outcomes and satisfaction.

Education and Qualifications:

* High School or Equivalency Diploma require; secondary education preferred.

* 5+ years of customer service experience required

* Prior supervisory experience required

* The ability to work flexible hours -- some evenings are required

* The ability to communicate fluently in Spanish and English is preferred, but not required

* A valid New York State driver's license in compliance with FLCH drivers' policy

Physical Requirements:

* Must be able to hear and communicate with clients and staff on the telephone and those who are served in person.

* Must be able to lift up to 40 pounds.

* Must have vision that is adequate to read memo's computer screen, registration forms, and other documents.

* Must possess manual dexterity, to perform writing and keyboarding tasks.

* Prolonged periods of sitting and working at a computer.

* OSHA Level II

Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff. All communications for recruitment will come directly from BambooHR ([email protected]) and may appear as spam.