Ranken Jordan is the country's first pediatric bridge hospital. Inpatients and outpatients with complex medical conditions, injuries and illnesses come to our one-of-a-kind facility from throughout the region to get better faster and prepare for the transition back to home.
We are looking for amazing new TEAM MEMBERS like you!
A Peek Behind the Room Divider: Founded in 1941 by Mary Ranken Jordan who implored her staff to "...consider the children, first, in all that we do." These words still guide every employee, every day. Our guiding mission is to help kids and their families' transition from hospital to home. That means we practice world-class pediatric medicine to treat the symptoms but we also train parents and caregivers to provide a high-level of care at home so patients continue to progress after discharge " Care Beyond the Bedside " means that our kids receive their therapies and rehab away from their rooms and out of their beds as much as 70% of the day. The rest of the time, they are playing just being kids in our state of the art facility designed to inspire children! JOB SUMMARY: The Manager of Patient Experience leads efforts to ensure our patients and their families receive compassionate, personalized care that prioritizes their needs and preferences. Oversees reception, rounding, complaint management, grievance resolution, and service recovery initiatives, while championing a culture of human experience and family-centered care. Works closely with the Director of Patient Experience to drive cultural transformation and support the organizational shift towards a more family centered model of care in accordance with Ranken Jordan's vision, mission, and values. Blood Borne Pathogen Exposure: Yes
DUTIES & RESPONSIBILITIES: Champion for Human Experience and Family-Centered Care (35%): · Lead initiatives to promote human experience principles throughout the organization, emphasizing empathy, dignity, and respect in all interactions.
· Advocate for the integration of family-centered care practices into clinical workflows, ensuring that patients and families are active participants in care decisions.
· Collaborate with interdisciplinary teams to create a supportive environment that honors the unique needs and preferences of each family.
· Collaborate with leadership and frontline staff to drive cultural transformation towards a more patient-centered approach to care delivery.
· Provide guidance and support in implementing family-centered care initiatives and best practices across departments.
· Participates in Patient and Family Advisory Council (PFAC) and Co-chairs the Family-Centered Care Committee (FCC), providing responsive feedback between the two.
Rounding, Customer Service Management, and Service Recovery (35%): · Conduct regular rounds to connect with patients and families, listening to their feedback and addressing any concerns with empathy and compassion.
· Collaborate with department leaders to resolve complaints and improve service delivery processes.
· Document complaints and resolutions in a thorough and timely manner.
· Oversee the grievance resolution process for patient experience and family-centered care issues partnering with the Director of Patient Experience, and Quality & Risk Management teams to address patient safety and risk-related grievances.
· Implement strategies to prevent future grievances and enhance overall satisfaction.
· Serve as a central point-of-contact for service recovery efforts, ensuring that families receive proactive follow-up and support post-complaints and grievances.
· Develop and implement service recovery protocols to restore trust and confidence in our healthcare services and see an overall reduction in customer service complaints and grievances.
Leadership & Team Development (25%) · Oversees the Reception Department ensuring the highest possible customer service experience for all patients, fami-lies, and visitors.
· On an ongoing basis, recruit, train, and empower a team of dedicated professionals and volunteers to support the Patient Experience department's objectives (ex. Patient and Family Advisory Council Members).
· Provide ongoing mentorship and professional development opportunities to team members, fostering a culture of excellence and continuous improvement.
Other Responsibilities (5%) · All other duties as assigned by the Director of Patient Experience.
QUALIFICATIONS AND SKILLS REQUIRED: · Bachelor's degree in healthcare administration or related field, or equivalent years of experience.
· Minimum of 3 years of experience working in healthcare management with a focus on patient experience, grievance management, and/or related areas.
· Deep understanding of human experience, trauma informed and family-centered care principles.
· The ideal candidate exhibits excellent communication, interpersonal, and leadership skills and can collaborate effectively with diverse stakeholders and drive change within a complex healthcare environment.
PHYSICAL DEMANDS: These include stooping, kneeling, crouching, reaching, grasping, pulling, pushing, standing, carrying, and lifting of light loads (up to 35 lb.).
Ranken Jordan is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. The Ranken-Jordan Home for Convalescent Crippled Children Job Posted by ApplicantPro
