Patient Experience Operations Manager Role Overview
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- Category: Healthcare Administration > Patient Services and Experience
Summary
The Patient Experience Operations Manager leads and oversees efforts to enhance the patient journey within healthcare facilities. By analyzing feedback, optimizing service processes, managing patient relations, and coordinating staff training, this manager ensures service excellence, patient safety, and operational efficiency to drive exceptional patient satisfaction and loyalty.
Responsibilities
- Develop and implement patient experience improvement strategies aligned with organizational goals.
- Oversee daily operations related to patient experience, ensuring consistent service delivery across all touchpoints.
- Collect, analyze, and report patient feedback data; identify trends and recommend actionable improvements.
- Lead and collaborate on cross-functional teams focused on patient-centered initiatives.
- Train staff on patient service standards, empathy, and communication best practices.
- Design and update processes for patient complaints, compliments, and service recovery.
- Administer patient satisfaction surveys and interpret results to inform policies and staff development.
- Manage patient information systems related to experience documentation.
- Collaborate with clinical, administrative, and IT teams to enhance operational workflows.
- Ensure compliance with healthcare regulations and accreditation standards concerning patient experience.
Qualifications and Requirements
- Bachelor’s degree in healthcare administration, nursing, public health, business administration, or a related field (Master’s preferred).
- 3+ years of experience in healthcare operations, patient experience, or service excellence roles.
- Proven knowledge of patient satisfaction metrics (e.g., HCAHPS) and process improvement methodologies.
- Exceptional communication, interpersonal, and leadership skills.
- Proficiency in data analysis, patient feedback management, and reporting tools.
- Strong project management capabilities; experience with Lean/Six Sigma or similar quality frameworks preferred.
- Understanding of healthcare regulatory requirements and accreditation standards.
Skills
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