Manager of Patient Experience

Sentara
life insurance, parental leave, paid time off, sick time, tuition assistance, tuition reimbursement, 401(k), 403(b), relocation assistance, remote work
United States, Virginia, Suffolk
Apr 09, 2025
City/State Suffolk, VA Work Shift First (Days) Overview: Sentara Obici Hospital, located in Suffolk, Virginia, is hiring a full time Customer Operation Manager. RELOCATION ASSISTANCE AVAILABLE! WE HAVE CHILDCARE AVAILABLE ON CAMPUS! Growing Up at Obici is our licensed and accredited child day care center with a maximum capacity of 120 children age range 1 month - 12 years. We are open from 6:30 a.m. - 7:30 p.m., Monday - Friday. Medical, Dental, Vision Plans Paid Time Off, Sick Leave, Paid Parental Leave, and Emergency Caregiver Leave Tuition Reimbursement and Student Loan Paydown programs 401k/403B, 401a plans Career Advancement Opportunities Work Perks PLUS, Sentara just added MORE benefits that support the needs of you and your family. Ask about our Student Debt Program, our additional floating holiday that was added, or our new resources that will help strengthen your financial outlook. We are confident that you will find our new, enhanced benefit package will exceed your expectations! In this role you will be responsible and accountable for overseeing and enhancing the overall patient experience within the hospital. This role involves managing guest services, chaplain services, patient relations, patient experience, and volunteer services. The successful candidate will lead initiatives aimed at improving patient satisfaction and engagement, ensuring a welcoming and supportive environment for patients and their families. *Key Responsibilities:* *- You will have approximately 29 employees reporting to you. Total of 16.3 FTEs.* *- Patient Experience Leadership:* *- Develop, implement, and oversee strategies and initiatives to enhance the patient experience across the hospital.* *- Collaborate with department leaders to integrate patient experience best practices into all aspects of hospital operations.* *- Guest Services Management:* *- Oversee the guest services team to ensure a high level of service and support for patients and their families.* *- Implement training programs for staff to ensure consistent delivery of exceptional service.* *- Chaplain Services Oversight:* *- Coordinate with chaplaincy services to provide emotional and spiritual support to patients and families.* *- Ensure that chaplain services are accessible and meet the diverse needs of the hospital community.* *- Patient Relations:* *- Manage the patient relations team to effectively address patient and family inquiries, concerns, and feedback.* *- Develop and maintain a system for tracking and resolving patient complaints and compliments.* *- Volunteer Services Coordination:* *- Lead the volunteer services program, ensuring volunteers are effectively recruited, trained, and supported.* *- Create opportunities for volunteers to positively impact the patient experience.* *- Data Analysis and Reporting:* *- Collect and analyze patient experience data to identify trends and areas for improvement.* *- Prepare and present reports to hospital leadership, highlighting successes and opportunities for enhancement.* *- Cross-Department Collaboration:* *- Work with clinical and non-clinical departments to ensure patient experience initiatives are aligned with overall hospital goals.* *- Facilitate communication between departments to promote a cohesive approach to patient care.* *- Quality Improvement:* *- Lead quality improvement projects related to patient experience, using data-driven approaches to achieve measurable outcomes.* *- Stay current with industry trends and best practices, incorporating them into patient experience strategies.* NOTE: THIS POSITION MAY REQUIRE OCCASIONAL EVENING OR WEEKEND WORK TO SUPPORT HOSPITAL EVENTS OR INITIATIVES. INVOLVES REGULAR INTERACTION WITH PATIENTS, FAMILIES, AND HOSPITAL STAFF IN A DYNAMIC HEALTHCARE ENVIRONMENT. Minimum Requirements: Experience Proven leadership experience with a track record of implementing successful patient experience initiatives. Strong interpersonal and communication skills, with the ability to interact effectively with patients, families, and staff. Excellent problem-solving skills and the ability to manage multiple priorities. Familiarity with patient satisfaction measurement tools and methodologies. Commitment to upholding the values and mission of the hospital. Education Bachelor's degree in healthcare administration, business administration, or a related field. Master's Degree preferred. ABOUT SENTARA OBICI HOSPITAL Sentara Obici Hospital is a 175-bed community hospital. Founded in 1951 in the heart of Suffolk, Virginia. We relocated to a new state of the art facility in 2002. Our facility has been Magnet designated since 2018. We are proud of the nursing structures we have in place that empower our nurses to transform care at the bedside: our Nurse Residency Program for new grads, shared governance councils, evidence-based practice, and commitment to lifelong learning. WHO SENTARA IS Sentara is a Virginia and Northeastern North Carolina based not-for-profit integrated healthcare provider that has been in business for over 131 years. Offering more than500 sitesof care including 12 hospitals, PACE (Elder Care), home health, hospice, medical groups, imaging services, therapy, outpatient surgery centers, and an 858,000-member health plan. The people of the communities that we serve have nominated Sentara "Employer of Choice" for over ten years.U.S. News and World Reporthas recognized Sentara as having the Best Hospitals for 15+ years. Sentara offers professional development and a continued employment philosophy! Diversity:Sentara prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging are guiding principles of the organization to ensure its workforce reflects the communities it serves. Our success is supported by a family-friendly culture that encourages community involvement and creates unlimited opportunities for development and growth. Be a part of an excellent healthcare organization that cares about our People, Quality, Patient Safety, Service, and Integrity. Join a team that has a mission to improve health every day and a vision to be the healthcare choice of the communities that we serve! Keyword: Talroo-Leader, Manager, Supervisor, Leadership, Leader, Suffolk, Customer Service . We provide market-competitive compensation packages, inclusive of base pay, incentives, and benefits. The base pay rate for Full Time employment is:$79,497.60-$132,496.00Additional compensation may be available for this role such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities. Benefits: Caring For Your Family and Your Career * Medical, Dental, Vision plans * Adoption, Fertility and Surrogacy Reimbursement up to $10,000 * Paid Time Off and Sick Leave * Paid Parental & Family Caregiver Leave * Emergency Backup Care * Long-Term, Short-Term Disability, and Critical Illness plans * Life Insurance * 401k/403B with Employer Match * Tuition Assistance - $5,250/year and discounted educational opportunities through Guild Education * Student Debt Pay Down - $10,000 * Reimbursement for certifications and free access to complete CEUs and professional development * Pet Insurance * Legal Resources Plan * Colleagues may have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met Sentara Obici Hospital, a 175-bed state-of-the-art facility, is located on Godwin Boulevard in Suffolk, VA. Our full-service hospital continues a legacy of providing residents of Western Tidewater with high-quality, patient-centered care. As a recognized accredited Primary Stroke Center, and Magnet hospital for nursing excellence, the hospital specializes in orthopedic and spine, heart and vascular, advanced imaging, gynecological and comprehensive breast services, behavioral health, maternity, weight loss surgery, and a heartburn treatment center. Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves. In support of our mission "to improve health every day," this is a tobacco-free environment. For positions that are available as remote work, Sentara Health employs associates in the following states: Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.