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Patient Engagement Manager

KNOWLEDGE:
Knowledge of service management and process improvement strategies in an acute care setting SKILLS:
Ability to educate hospital staff about service improvement behaviors Ability to work with groups or teams to effect change Excellent verbal, written and presentation skills Ability to use various computer programs for data entry, reporting, analysis, and presentation
Experience:
Three to five years direct experience leading or coordinating a service improvement program in a hospital strongly preferred; may substitute experience in other industries such hotelier LICENSE:
Bachelor Degree in related field such as Organization Develop or Human Resources required; Master preferred DEFINITION:
Under general supervision of the Director of Performance Excellence, the Manager of Patient Engagement is responsible for the development and implementation of service excellence strategies and programs for Rideout Health, improvement initiatives designed to achieve organizational business and strategic objectives related to customer service and patient satisfaction.
The primary focus is to achieve and continuously improve performance related patient satisfaction through assessment, design and delivery, monitoring and coaching of behavioral competencies related to service excellence.
This individual develops and implements methods to monitor compliance at the process level to track service team activities; works with Human Resources to develop service-driven competencies and works to implement these at all levels of the organization; plans and directs a programmatic response to the needs of patients and families which fall outside of traditional care activities such as those provided through concierge type activities.


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