Job Description

McLaren Health Care is a fully integrated health network committed to quality, evidence-based patient care with locations in Michigan and Indiana. The McLaren system includes 13 hospitals in Michigan, ambulatory surgery centers, imaging centers, a primary and specialty care physician network, commercial and Medicaid HMOs, home health, infusion and hospice providers, pharmacy services, a clinical laboratory network and a wholly owned medical malpractice insurance company. McLaren operates Michigan’s largest network of cancer centers and providers, anchored by the Karmanos Cancer Institute, one of only 53 National Cancer Institute-designated comprehensive cancer centers in the U.S. Job Summary: The Patient Experience Manager serves as a liaison between patients, families, providers, and clinical staff and is responsible for promoting safe, efficient, and quality care delivery. The individual in this position will serve as the point of contact for complaints, grievances, and concerns. Additionally, the Patient Experience Manager will assist in providing relevant support, education, and training across the organization related to the patient experience. The Patient Experience Manager assists in the development and communication of goals and assists in the development of coaching models, action plans and timelines for completion. Participates in the design and implementation of training events and projects to promote and improve customer communication and satisfaction. Directs needs assessment processes, depending on assignment, and consults or facilitates with individuals or groups to assure high quality outcomes. Responsibilities:

1. Serves as internal resource for managers in the use of the online patient satisfaction survey data tool and related data analysis.
2. Manage contact with patients, providers, and staff regarding patient rights, complaints/grievances, and service recovery.
3. Communicate, mediate, investigate, and document resolution of patient and visitor complaints/grievances in a compassionate, timely and satisfactory manner consistent with CMS standards/guidelines.
4. Support clinical leaders (physicians, APRNS, PAs, Clinical Nurse Managers and others) in completion of appropriate and timely response and resolution of patient quality of care complaints and grievances.
5. Maintain a record of quality of care complaints/grievances received from patients and visitors, including documentation of appropriate and timely response and resolution.

Qualifications Required: Associate Degree in healthcare related field Licensed as a Registered Nurse to practice nursing in Michigan, or licensure/certification in related health field A minimum of 3 years customer service related or clinical experience BLS Certification Preferred : Bachelor’s Degree in Nursing or related health care field Previous process improvement and customer service experience Clinical experience Additional Information Schedule: Full-time Requisition ID: 25005280 Daily Work Times: 8am-4:30pm On Call: No McLaren Health Care is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identification, age, sex, marital status, national origin, disability, genetic information, height or weight, protected veteran or other classification protected by law. My Profile Create and manage profiles for future opportunities. McLaren Health Care is an Equal Opportunity Employer. Qualified applicants will receive consideration for employmentwithout regard to race, color, religion, sexual orientation, gender identification, age, sex, marital status,national origin, disability, genetic information, height or weight, protected veteran or other classificationprotected by law. #J-18808-Ljbffr Karmanos Cancer Institute

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Full time,

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