Job Description - Senior Manager Clinical Experience (24033342)
Job Number: 24033342
All the benefits and perks you need for you and your family:
- Benefits from Day One
- Paid Days Off from Day One
- Debt-free Education* (Certifications and Degrees without out-of-pocket tuition expense)
Our promise to you:
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person and serves to uplift others in body, mind, and spirit. AdventHealth is a place where you can thrive professionally and grow spiritually, by extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.
Schedule: FT
Shift: Days
The community you’ll be caring for:
- Located north of Orlando in the community of Altamonte Springs, our facility is consistently one of the busiest hospitals in the nation.
- Located on a lush tropical campus, our flagship hospital, 1,368-bed AdventHealth Orlando.
- We offer great benefits with immediate Health Insurance coverage.
- Career growth and advancement potential.
- Serves as the major tertiary facility for much of the Southeast, the Caribbean, and South America.
- AdventHealth Orlando houses one of the largest Emergency Departments and largest cardiac catheterization labs in the country.
- Providing service excellence to more than 32,000 inpatients and 125,000 outpatients each year.
The role you’ll contribute:
The Sr. Manager of Clinical Experience (SMCE) is a solutions-focused leader responsible for driving the execution and sustainability of patient experience initiatives and programs tailored to the needs of the campus’ strategic business units. This role empowers teams to elevate patient experience to top quartile performance. The Sr. Manager collaborates with the Clinical Experience Director for clear direction on organizational imperatives for patient experience.
The SMCE owns strategy implementation at the campus level and uses knowledge and expertise in hospital operations, patient safety, quality, and patient-centered care to support clinical and non-clinical leaders in developing and evaluating a comprehensive patient and family experience strategy. The role includes designing strategies to improve physician communication and patient satisfaction results through workshops, coaching, and analysis.
The SMCE is responsible for clinical experience outcome metric monitoring, analysis, communication, and sustainment planning in collaboration with campus leadership. The SMCE demonstrates critical thinking skills, creativity, and the ability to manage resources to achieve quality performance and compliance with hospital guidelines. This leader collaborates with the Regional Executive Director and multi-campus Director of Clinical Experience in ongoing operational planning and training experiences.
The value you’ll bring to the team:
- Directly responsible for driving the execution and sustainment of initiatives that produce publicly reportable HCAHPS and other patient experience performance impacting performance incentives.
- Matrix reporting responsibility to campus executive leaders, assisting the Director(s) of nursing while aligning with the regional multi-campus Director of Clinical Experience.
- Develops strong partnerships with Nurse Managers and leaders of ancillary departments to influence and support the clinical team in implementing patient experience best practices.
- Leads in process improvement observations and designs tailored improvement models for patient experience practices.
- Consults with executive and department leaders on metric results and strategies for improving the experience of patients and families.
- Maintains an active role with the regional CE team and participates in the training of new hires and regional planning.
What you will need to succeed:
- Bachelor’s degree in business administration, healthcare administration, or nursing.
- Two (2) years of leadership experience with the ability to educate, mentor, and counsel effectively.
- Two (2) years’ experience in behavioral coaching.
- Four (4) years of professional experience in business operations, performance improvement, and/or healthcare.
- Current, valid State of Florida RN Licensure or Patient Experience Certification.
- Master’s degree in nursing, business administration, or healthcare administration (Preferred).
- Ten (10) or more years of professional experience in business operations, performance improvement, and/or healthcare (Preferred).
- Certification in training and/or human performance improvement (Preferred).
- Lean, Six Sigma Black, or Green Belt (Preferred).
- Training certificate from Association of Talent Development (ATD) (Preferred).