Manager, Patient Experience Office

Oversees the key services that listen to and measure patient’s feedback about their experience with UVA Health, consult with leaders and teams on how to improve process to deliver a better experience. Oversees volunteer services for the Medical Center. Creates a culture of passion and commitment for exemplary patient experience.

Responsible for providing leading process for listening and measuring patient’s feedback and using that information to improve the overall experience of our patients and families. Develop service educational and training programming throughout the organization relating to the patient experience. Serves as the subject matter expert for improving the patient experience.

Manage the patient relations representatives to coordinate and investigate, review, respond and facilitate resolution of patient complaints.

Provides leadership, oversight and day to day operations of UVA Medical Center’s Adult volunteer services - recruitment, selection, training and maintenance/implementation of programming and services. Summer young adult - (high school and middle school) volunteer program. Hospitality House - training and operation of 68 bed low-cost, lodging for patients & their families. Auxiliary Board - Acts as the primary point of contact and support for the Hospital Auxiliary Board and supports the Auxiliary leadership in management of the Gift Shop.

Provides effective leadership to team and work group.

Models effective communication and collaboration skills and behaviors.

Takes action to achieve measurable results.

Develops talent and coaches peers and others to develop their capabilities.

Develops and manages within approved department budget.

Applies knowledge of functional area to effectively manage operations.

Holds staff accountable for meeting external and internal customers’ needs.

Communicates effectively using good written, verbal and interpersonal skills.

Serves, manages and supports internal and external customers.

Leads and participates in performance improvement activities.

Participates as a team member and is accountable for own work responsibilities.

In addition to the above job responsibilities, other duties may be assigned

Position Compensation Range: $82,700.80 - $132,329.60 Annual

MINIMUM REQUIREMENTS

Education: Bachelor’s degree required.
Experience: 3 years of experience required.
Licensure: May require a valid Virginia Driver’s License.

PHYSICAL DEMANDS

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

The University of Virginia, i ncluding the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff.

We believe diversity is excellence expressing itself through every person's perspectives and lived experiences.

We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex, pregnancy, sexual orientation, veteran or military status, and family medical or genetic information.
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