The Patient Experience Manager serves as a liaison for patient family members in all areas of the relating to patient experience, complaints and grievances. Ensures patients and family members can present their concerns, complaints, and grievances regarding care and service without being subject to coercion, discrimination, reprisal, or interruption of care, treatment, and services. Completes responses to complaints and grievances consistent with all regulatory requirements. Tracks and trends data on complaint/grievance and the patient experience. The Patient Experience Manager contributes to the quality and safety of health care delivery. Works closely with the Senior Executive Team on planning and implementing strategies to enhance the patient experience and advancing the healthcare system by providing education, coaching, and training as deemed necessary for the improvement of the patient experience.
Bachelor's degree in Nursing, Health Care Administration, Business Administration or health related field required
Master's degree in Nursing, Health Administration, Business Administration, Nursing, or related advanced degree in health related field preferred
Minimum three (3) years of experience related to healthcare quality improvement, patient experience, clinical education, project management or behavioral coaching is required. Minimum three (3) years' experience in nurse clinical role preferred
Registered Nurse Licensure in state(s) of employment preferred
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.