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Cleveland Clinic



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Health Care-Cleveland Clinic
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Job Title

Manager Patient Experience Job

Manager Patient Experience

Reference Title
HR Use Only:
Hospital: Cleveland Clinic Florida
Job Code: 000208
Pay Grade: 21
Schedule: Full Time
Shift: Days
Hours: 8am - 5pm
Job Details:


Manages implementation and maintenance of projects and process improvement initiatives related to the patient experience. Coordinates interdepartmental resources, develops project plans and process flows. Develops and maintains an integrated approach to customer relations that includes patient experience and satisfaction data analysis and employee and program development that effectively focuses on continuous service improvement.


A. Education

Bachelor's degree in Healthcare, Communication, Psychology, Sociology or related field.

B. Required Length and Type of Experience

Three years of progressively responsible project management. Two years related experience with patient experience. Demonstrated knowledge of Performance Improvement principles and data management techniques. Supervisory experience in a health care setting preferred. Strong computer, problem solving and communication skills.

C. Licensure, Certification or Registry

Certification in Health Care Quality (CPHQ) preferred.


1. Communicates, trains and impellents patient experience initiatives.

2. Supports sustainability of patient experience initiatives and practices

3. Monitors and evaluates the efficiency and effectiveness of patient experience activities.

4. Collects and organizes patient experience related data results; analyzes results, interprets control charts and produces reports to evaluate results.

5. Identifies and coordinates resources to complete projects and process improvement initiatives.

6. Partners with data intelligence team to ensure accurate, timely and meaningful reporting and utilization of patient feedback.

7. Conducts frequent rounding on patients and caregivers.

8. Educates, coaches and guides caregivers.

9. Leads patient experience infrastructure and chairs the patient experience committee.

10. Partners to lead and support initiatives with all departments, services, leadership, managers and Enterprise Office of Patient Experience.

11. Promotes patient engagement through the development of tools, processes and patient advisory councils.

12. Develops, implements and maintains project work plans, improvement plans and action plans.

13. Serves as a champion for the Communicate with H.E.A.R.T standards.

14. Contributes to the design and development of health system patient experience initiatives.

1. Designs process flows to support project scope.

2. Prepares regular progress reports and distributes information.

3. Makes recommendations to improve patient experience results or to meet requirements.

4. Facilitates meetings, adheres to timeline and organizational expectations.

5. Identifies patterns, makes recommendations for changes to policy and procedures.

6. Through mediation and negotiation, ensures a positive working relationship between physicians,

employees, patients and families in order to support and maintain the highest quality of patient


7. Other duties as assigned


All employees are expected to meet the standards of performance outlined in the Organizational-Wide Competencies listed below as applied to the position:

* World Class Service Orientation: Includes attitude, behavior, interpersonal skill, and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner.
* Adaptability: Includes teamwork and flexibility needed to fulfill job responsibilities including adapting to changes in work environment and accepting supervisory feedback.
* Efficiency and Effectiveness: Includes quantity and quality of desired work, as well as organization skills necessary to perform successfully.
* Essential Job Requirements: Includes adherence to all relevant policies, procedures, and guidelines affecting the work environment, including maintenance of required competencies and communication skills.
* Supervisory Responsibilities (if applicable): Includes overall accountability for assigned work group relative to operational goals, personnel requirements, and budgetary constraints.

NOTE: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification. This description of duties is not intended to be all-inclusive or to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility.

Required Physical and Environmental Demands

Prolonged sitting, standing and walking. Occasionally lifts, positionss and/or pushes up to 50 pounds. Occasional reaching, stooping, bending, kneeling, crouching.

Category: Managerial/Professional/Physician

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