Sr. Manager Patient Experience at AdventHealth

Date Posted: 11/27/2019

Job Snapshot

  • Job Schedule
  • Location:
    Davenport, FL
  • Job Category
  • Date Posted:
  • Job ID:
  • Job Family
    Patient Experience
  • Travel
  • Application Zone
    1-Shared Services
  • Organization
    AdventHealth Heart of Florida and Lake Wales

Job Description


The Sr. Manager of Clinical Experience (SMCE) is a solutions-focused leader who is wholly responsible for the driving the execution and sustainability of patient experience initiatives and programs tailored to the needs of the campus’ strategic business units. This role will be responsible for empowering teams to elevate patient experience to top quartile performance. The Sr. Manager of Clinical Experience is directly responsible for clinical experience outcome metric monitoring, analysis, communication, sustainment planning, and corrective action in collaboration with campus leadership and multi-campus Director of Clinical Experience.

  • Directly responsible for driving the execution and sustainment of initiatives and practices across the campus that produce publicly reportable HCAHPS and other patient experience performance which impact performance incentives.
  • Matrix reporting responsibility to campus’ executive leaders, most directly assisting the Director(s) of nursing while also maintaining an integral alignment with the regional multi-campus Director of Clinical Experience and a collaborative role with the regional CE team in the development and deployment of regional change initiatives and best practices while leading and aligning this work at their campuses to drive results for organizational CE imperatives.
  • Develops and maintains strong collegial partnerships with Nurse Managers of every nursing unit and leaders of ancillary departments at the campuses to understand unit dynamics (leaders, team, culture, case mix) to influence, coach and support the clinical team through implementation of patient experience best practice and validation processes in collaboration with multi-campus Director of Clinical Excellence and campus leadership.
  • Leads in process improvement observations, assessments, validations and accountability reviews (including but not limited to Performance Review Committee meetings) and designs tailored improvement models for patient experience practice and AdventHealth service standards, which may encompass an entire campus, or targeted departments.
  • Consults with executive and department leaders on metric results and best practice strategies for improving the experience of patients and families
  • Responsible for maintaining an active role with the regional CE team and participates in the orientation and training of new nurses, new hires, education, and regional planning and deployments.
  • Develops and mentors clinical and non-clinical team members and leaders to perform at an optimal level, effectively result in excellent patient experience and quality performance outcomes. Assists executive leaders and Director(s) of Nursing in accountability coaching to nurse managers and ancillary leaders
  • Manages patient experience physician strategies through collaborative and collegial relationships with nursing leaders, physician leaders and consultants to drive top quartile performance in patient experience (Press-Ganey/CMS CAHPS). Oversees an innovative course curriculum and project managers and clinicians that shadow, coach, and educate physicians on patient and family interactions and communication.
  • Develops and maintains excellent collegial relationships with campus leaders to understand culture and priorities and to facilitate partnerships in the work that will support patient experience excellence across the campus.

  • Bachelor’s degree in business administration or healthcare administration or nursing
  • Master’s degree in nursing or business administration, or healthcare administration (Preferred)
  • Two (2) years of leadership experience with ability to educate, mentor, and counsel effectively
  • Two (2) years’ experience in behavioral coaching
  • Four (4) years of professional experience in business operations, performance improvement, and/or healthcare
  • Ten (10) or more years of professional experience in business operations, performance improvement, and/or healthcare (Preferred)
  • Current, valid State of Florida RN Licensure or Patient Experience Certification.
  • Lean, Six Sigma Black, or Green Belt • Training certificate from Association of Talent Development (ATD) (Preferred)

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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