Resolved all customer complaints in a professional manner while prioritizing customer satisfaction. Excellent communication skills with knowledge of Medicare health regulations and JCAHO standards. Focus on keyword phrases. As chairperson, duties include: set agenda, ensure documentation of meeting discussion, coordinate meeting materials, structure and facilitate discussion, Manages hospital-wide service recovery process including distribution of recovery materials, collection of usage forms, and tracking of usage and budget for same, Champions institution-wide patient satisfaction awareness, Ensures appropriate employee and department recognition of patient experience excellence through use of regular awards, Develop/implement policies/procedures that guide/support the provision of services, Maintain/implement quality control programs, Well-developed problem solving and communication skills, Ability to work well under pressure in a fast paced environment, Excellent verbal, phone, and written communication skills, including one-on-one interactions, Minimum Experience: Three years’ experience in healthcare and/or hospitality field, with demonstrated achievements in leading, implementing, improving and maintaining patient/family satisfaction programs across the continuum of care with exceptional results, Excellent oral and written communication and analytical skills, Certified Patient Experience Professional certification obtained within one year of hire, Develop service excellence plan and establish teaching content/methods to leaders on coaching, rounding, validation, and reporting to appropriate senior leaders regarding outcomes and areas of opportunity, Analyze and evaluate industry best practice and patient satisfaction data to identify opportunities for improvement; develop strategies and service/educational interventions for further improvement, Leads by example by modeling behaviors expected of all leaders, Participate and assume leadership of service excellence teams, Participate in hospital-specific patient and family-centered teams, Provide oversight and direction to patient experience programs, Actively participates in the Patient Perception of Quality Committee, providing relevant metrics and reporting, Works with all leaders across OUMS in implementing best practices of Evidence Based Leadership and the patient experience initiative, Serves as a consultant in identifying opportunities, develops and executes actions plans, including best practices to implement, sequence, and timing, including appropriate leaders, Acts as a liaison between patient, employee and senior leadership within the organization, Reflects and acts as a role model for the values of the organization, Sets the tone for communication that reflects caring ownership and a foundation of excellence, Establishes a caring and respectful connection between patients and employees of OU Medical System, Serves as the subject matter expert for organizational values that drive a culture of ownership of the patient experience, Clearly defines the optimal Patient Experience, including the behavioral changes necessary to achieve cultural transformation throughout the entire organization, Shares patient satisfaction and other key indicators with employees, encouraging understanding of how the parameters affect and are affected by their work, Maintains an active understanding of current thinking and innovative interventions / programs regarding the patient experience, Gathers feedback proactively by rounding on inpatient rooms and speaking with families in clinic. You may also want to include a headline or summary statement that clearly communicates your goals and qualifications. Accurately documents all patient complaints in complaint tracking system; Monitors and updates complaints and their resolutions in the database which is used for quality improvement activities for the organization, Shares appropriately updates with patients and families, in accordance with HIPAA guidelines. Provides information and assistance in completion of Advance Health Care Directives; educates department staff on updates and revisions of these documents. Please provide a type of job or location to search! Connected with Regional Patient Experience Manager and the other Patient Experience Team Members regularly to discuss obstacles, national trends, national efforts, region goals, and progress. 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