Sentara Obici Hospital, located in Suffolk, Virginia, is hiring a full time Customer Operation Manager.

In this role you will be responsible and accountable for overseeing and enhancing the overall patient experience within the hospital. This role involves managing guest services, chaplain services, patient relations, patient experience, and volunteer services. The successful candidate will lead initiatives aimed at improving patient satisfaction and engagement, ensuring a welcoming and supportive environment for patients and their families.

Key Responsibilities:

– You will have approximately 29 employees reporting to you. Total of 16.3 FTEs.

– Patient Experience Leadership:

  – Develop, implement, and oversee strategies and initiatives to enhance the patient experience across the hospital.

  – Collaborate with department leaders to integrate patient experience best practices into all aspects of hospital operations.

– Guest Services Management:

  – Oversee the guest services team to ensure a high level of service and support for patients and their families.

  – Implement training programs for staff to ensure consistent delivery of exceptional service.

– Chaplain Services Oversight:

  – Coordinate with chaplaincy services to provide emotional and spiritual support to patients and families.

  – Ensure that chaplain services are accessible and meet the diverse needs of the hospital community.

– Patient Relations:

  – Manage the patient relations team to effectively address patient and family inquiries, concerns, and feedback.

  – Develop and maintain a system for tracking and resolving patient complaints and compliments.

– Volunteer Services Coordination:

  – Lead the volunteer services program, ensuring volunteers are effectively recruited, trained, and supported.

  – Create opportunities for volunteers to positively impact the patient experience.

– Data Analysis and Reporting:

  – Collect and analyze patient experience data to identify trends and areas for improvement.

  – Prepare and present reports to hospital leadership, highlighting successes and opportunities for enhancement.

– Cross-Department Collaboration:

  – Work with clinical and non-clinical departments to ensure patient experience initiatives are aligned with overall hospital goals.

  – Facilitate communication between departments to promote a cohesive approach to patient care.

– Quality Improvement:

  – Lead quality improvement projects related to patient experience, using data-driven approaches to achieve measurable outcomes.

  – Stay current with industry trends and best practices, incorporating them into patient experience strategies.

NOTE: THIS POSITION MAY REQUIRE OCCASIONAL EVENING OR WEEKEND WORK TO SUPPORT HOSPITAL EVENTS OR INITIATIVES. INVOLVES REGULAR INTERACTION WITH PATIENTS, FAMILIES, AND HOSPITAL STAFF IN A DYNAMIC HEALTHCARE ENVIRONMENT.

Experience

• 5 years of related experience.
• Proven leadership experience with a track record of implementing successful patient experience initiatives.
• Strong interpersonal and communication skills, with the ability to interact effectively with patients, families, and staff.
• Excellent problem-solving skills and the ability to manage multiple priorities.
• Familiarity with patient satisfaction measurement tools and methodologies.
• Commitment to upholding the values and mission of the hospital.

Education

• Bachelor's degree in healthcare administration, business administration, or a related field. Master's Degree preferred.

Be a part of an excellent healthcare organization that cares about our People, Quality, Patient Safety, Service, and Integrity. Join a team that has a mission to improve health every day and a vision to be the healthcare choice of the communities that we serve!

Keyword: Talroo-Leader, Manager, Supervisor, Leadership, Leader, Suffolk, Customer Service, Press Ganey, Patient Experience Scores