Supervisor Patient Experience – St. John’s Health – Jackson, WY

JOB DESCRIPTION SUMMARY

The Patient Experience Supervisor reports to the Director of Patient Experience and is responsible for day-to-day management of several critical Patient Experience initiatives, including; Volunteers, Employee Appreciation and Recognition, Guest Services, Patient Experience Reporting, and Process Improvement. Supports organizational strategy for fostering and creating an exceptional Patient Experience. Responsible for leading and monitoring targeted operational goals.

Embodies the highest levels of service excellence modeling St. John’s Health (SJH) purpose, vision, and values. Includes management of direct reports and budgets.

ESSENTIAL FUNCTIONS

Volunteer Program

• Oversees the volunteer program, including supervision of the part time Volunteer Coordinator.
• In collaboration with the Director of Patient Experience, develops, plans, and executes a vision for the volunteers to assist and participate in carrying out the organization’s patient experience strategy and operational goals.
• Holds volunteers accountable for meeting expectations established by the organization for their specific roles, as well as following all appropriate policies and consistently demonstrating SJH values.

Employee Appreciation and Recognition

• Coordinates activities in collaboration with HR, the Patient Experience Director, the employee appreciation committee, and other individuals for planning, designing, enhancing, and communicating employee appreciation, awards and recognition programs, with the goal of driving employee engagement and retention.
• In coordination with Human Resources, leads Employee Recognition activities and events. Solicits and collects nominations for employee of the month and leader of the quarter. Coordinates voting and selection process.
• Oversees the ROSE program.
• In collaboration with HR and the Director of Patient Experience, plans and organizes events, on-line learning, and other activities supporting manager development and Patient Experience training for staff.

Patient Experience Reporting and PI

• Runs and prepares weekly and monthly patient experience reports. Works with Director of Patient Experience and Quality/Risk to understand organizational objectives for patient experience and designs appropriate tools to measure and

communicate progress toward those goals.

• Coordinates process improvement activities in support of accomplishing patient experience goals, employing root cause analasyis, PDCA, and other PI tools.

Leadership

• In collaboration with Dir of PX, manages budgets for volunteer programs and employee recognition.
• Leads by example, demonstrating a high level of service to patients and employees.
• Responsible for direct supervision of employees in areas this role is responsible for. Hires, trains, and manages

performance effectively for all direct reports.

• Presents to employees, new hires, and others in the community on principles and practices supporting patient experience.
• Performs all functions of Guest Services Receptionist as needed and does whatever is necessary to facilitate daily operations of the Guest Services

JOB REQUIREMENTS

Minimum Education

Required: Customer service experience and experience leading teams

Preferred: Degree in Healthcare, Business, Marketing, Hospitality or other closely related field. Healthcare/Hospitality commensurate with preferred education.

Minimum Work Experience

Required: Relevant experience in service industry and leadership experience.

Preferred: 1-2 years management experience, including direct supervision experience strongly preferred

Required Licenses: Valid Driver’s License

FUNCTIONAL DEMANDS

Working Conditions

Hospital environment, office/computer work. Dealing with upset patients. Must be on site at the St. John’s campus or other facilities to perform this role.

Physical Requirements

Some stressful situations, occasional irregular hours. Up to 20% of shift standing/ walking, up to 80% of shift sitting.

Direct Reports: Volunteers, Guest Services Team

Reports to: Director of Patient Experience

Internal and External Contacts: Patients, family members, physicians, all hospital and medical group staff and the public.