Patient Experience Manager

The Patient Safety & Risk Management Coordinator drives feedback collection to help the organization understand safety and business risks, issues, and solutions. Reporting to the Patient Experience Manager, this role engages directly with patients and key internal stakeholders to support process and patient experience improvement. Acting as a liaison between risk management and the community, the Coordinator is a key member of the Patient Safety and Risk Management team that supports improvement projects, new initiatives, and patient retention. 

Benefits:

• Free Medical, Dental & Vision
• 13 Paid Holidays + PTO
• 403 (B) retirement match
• Life Insurance, EAP
• Tuition Reimbursement
• Flexible Spending Account
• Continued workforce development & training
• Succession plans & growth within

Qualifications:

Education: (Preferred)

• Bachelor's degree in Healthcare Administration/Management, Risk Management, Business Administration or related field; Master's degree preferred.
• Two to three years related experience within health care quality, safety, risk, and/or experience.
• Intermediate data analysis and MS Excel skills required.
• Bilingual English/Spanish required (read, write, speak).
• Project management knowledge preferred.
• Patient Experience knowledge or CPXP certification preferred.
• Clinic operations knowledge preferred.

Additional Requirements: 

• Reliable transportation and flexibility to travel between Los Angeles, San Bernardino, and Riverside Counties as needed.
• Flexibility to work evenings and weekends as needed for community events.
• Detail-oriented with strong follow-through.
• Professional communication and customer service skills.
• Ability to work independently and collaboratively.
• Discretion when handling confidential information.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Track and analyze patient feedback received from multiple channels, including but not limited to online reviews, emails, grievance forms, and patient gatherings to deeply understand the patient and family experience.
• Design and lead online patient review management to support patient service recovery, patient retention, and the organization’s online reputation.
• Respond to patients in writing and over the phone to investigate events and conduct service recovery using empathetic communication techniques and proper follow-up within 24 hours.
• Respond to online patient reviews to conduct service recovery and answer questions about our programs and services within 24 hours.
• Share positive feedback from patients with managers, directors, and other leaders to celebrate our employees and improve team morale.
• Support patient experience survey projects for all programs and services, including but not limited to summarizing responses and driving promotion strategy.
• Plan, coordinate, and lead patient gatherings, including but not limited to public forums and focus groups, to collect qualitative feedback from patients, family, and community members in-person.
• Coordinate patient experience incentives to drive patient and staff engagement with patient safety and risk management activities.
• Conduct site visits to engage staff, understand processes, learn from patients, support care operations, and prepare for audits or other evaluations.
• Track key indicators for patient safety and experience, developing and sharing reports on positive mentions, negative feedback, and sentiment trends.
• Conduct statistical analyses to validate patient safety and risk management data and identify key drivers of performance and knowledge gaps.
• Develop and facilitate patient experience and risk management training for various departments within the organization, achieving a 90% training experience score for each session.
• Track all risk and compliance training for all departments with 100% accuracy.
• Submit certificates of insurance claims within 24 hours, tracking progress and ensuring completeness of claims.
• Assist with coordination of annual insurance renewals, including but not limited to collecting and organizing required application and renewal materials, tracking timelines, expirations, and approvals, and maintaining organized insurance files, certificates, and policy documentation.
• Work in collaboration with other departments when required, including but not limited to providing subject matter expertise, communicating to meet key deadlines, and enculturing principles of transparent and just culture in the organization.
• Manage key patient safety and risk management meetings, including but not limited to preparing and distributing meeting agendas, coordinating physical and virtual meeting spaces, documenting and tracking attendance, notes, and follow-up items, and maintaining an organized record of meeting activities.
• Attend regularly scheduled and impromptu meetings and maintain communication with program team members and their supervisor.
• Other duties may be assigned or modified as business needs dictate.

St. John’s Community Health is an Equal Employment Opportunity Employer