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Laboratory Corporation of America Patient Experience Manager in Seattle, Washington

JOB SUMMARY:

The Patient Experience Manager is responsible for managing various initiatives geared specifically to improving the overall patient experience and organizational culture of service. The goal of this position is to lead ongoing quality improvement efforts dedicated to enhancing the Patient Experience. Responsible for designing, implementing, monitoring and assessing the outcomes of various service excellence initiatives. Collaborates with internal and external teams in overseeing implementation of strategies for staff engagement and organizational development. Recommends and leads organizational initiatives that are up to date and progressive in support of patient satisfaction efforts; including technology and best practices. Provides proactive coaching, education, and research to support the goals of the organization. Maximizes every opportunity to be involved in process improvement efforts bringing into focus the patient at all times.

RESPONSIBILITIES INCLUDE:

  • Collaboration with hospital partners and internal leadership to implement initiatives focused on improvement of the overall experience of patients throughout the Patient Service Center network.

  • Instills a culture of service excellence, ownership and results across the enterprise.

  • Documents and communicates the shared vision for experience improvements.

  • Develops service, educational, and training programs related to the patient experience.

  • Utilize coaching, best practices, and collaboration to improve service excellence.

  • Serves as the subject matter expert for service excellence.

  • Maintains an active understanding of current thinking and innovative programs focused on the patient experience.

  • Coaches leaders and staff for improved results and execution of best practices and chosen strategies.

Requirements

License/Certification/Education: A Bachelor's Degree is preferred w/5-7 years of experience in related field. Normally requires a Valid Driver's License along with a clean driving record.

  • A documented track record of implementing and accomplishing customer service improvements in healthcare organizations or system.

  • Coaching and teaching experience.

  • Experience developing curriculum, training and education programs including needs assessment; and program design, delivery and evaluation.

  • Healthcare/Heath System experience

SKILLS / KNOWLEDGE / ABILITIES:

  • Knowledge of: various satisfaction survey tools

  • Data analysis and interpretation skills are needed to lead the service improvement effort

  • Strong leadership, communication, team building, computer, and interpersonal skills to ensure successful outcomes when working with employees, clients and leadership team.

  • Able to articulate challenges and to be proactive and aggressive in thinking about new ways to do things and create enthusiasm for new initiatives.

  • Able to lead and facilitate meetings across the enterprise and across diverse audiences.

  • Able to problem solve, multi-task in a fast-paced setting and work well in a team environment.

  • Able to negotiate effective working relationships and develop positive resolution to conflict.

  • Highly developed computer skills to include proficiency with Microsoft Office and the ability to learn and proficiently perform computer applications related to department operations and job function.

  • Able to be discreet and protect the integrity of any confidential matter or information encountered during the performance of job duties.

Shift

1

Schedule

M-F dayshift, additional hours and weekends as needed

As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.

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