About Us
McLaren Health Care is a fully integrated health network committed to quality, evidence-based patient care with locations in Michigan and Indiana. The McLaren system includes 13 hospitals in Michigan, ambulatory surgery centers, imaging centers, a primary and specialty care physician network, commercial and Medicaid HMOs, home health, infusion and hospice providers, pharmacy services, a clinical laboratory network and a wholly owned medical malpractice insurance company. McLaren operates Michigan’s largest network of cancer centers and providers, anchored by the Karmanos Cancer Institute, one of only 53 National Cancer Institute-designated comprehensive cancer centers in the U.S.
Manager Patient Experience
Position Summary:
The Manager, Patient Experience supports programs and initiatives to enhance the patient and visitor experience. Partners with leaders throughout the organization to provide Lean Management strategies to improve workflow efficiency focused on improving customer satisfaction.
Essential Functions and Responsibilities:
- Provide support for medical center-wide ongoing customer relations program and institute changes that enhance Service Excellence in processes, procedures, policies and accountability within the organization.
- Build and maintain effective working relationships with patients, physicians, employees, and visitors in a friendly and cordial manner, in person or on the telephone, thus promoting a positive service image for McLaren Oakland.
- Provide assistance to management in understanding patient satisfaction reports and create customized reports and presentations as required.
- Serve as internal resource for managers in the use of the online patient satisfaction survey data tool and related data analysis.
- Successfully/quickly manage any patient complaints in accordance with medical center policy, as needed.
- Provide support for investigations regarding lost patient property, engaging other hospital staff as appropriate. Manage the patient reimbursement process when needed. Interact with patients to provide recovery after lost/found property experience.
- Performs other related job duties as assigned.
Qualifications:
Required:
· Bachelor’s degree in healthcare, Hospitality or related field
· Five years of prior work experience in Customer Service in a health care setting
Preferred:
· Seven or more years of prior work experience in Customer Service in a health care setting. In addition, prior experience managing complaints is preferred.
· Previous lean experience/training preferred.
Equal Opportunity Employer
McLaren Health Care is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identification, age, sex, marital status, national origin, disability, genetic information, height or weight, protected veteran or other classification protected by law.
