Manager of Patient Experience

About this role

Primary Location Mary Free Bed Rehabilitation Hospital Employment Type Full time - Salaried/Exempt Other Benefits: Annual Merit Increases, Health Insurance (Medical, Dental, Vision,), PTO, Holiday Pay, PSLF Eligible, and so much more!

Mary Free Bed Summary We have the great privilege of helping patients and families re-build their lives. It’s extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients “Ask for Mary,” they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership, to clinicians and care providers. 

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care.

Mission Statement                                                                                                                            Restoring hope and freedom through rehabilitation.

Employment Value Proposition      At Mary Free Bed, we take pride in our values-based culture: • Focus on Patient Care.   A selfless drive to serve and heal connects all MFB employees.

• Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.

• Family Culture.   We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.

• Trust in Each Other.   Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.

• A Proud Tradition . Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride. 

Summary                                                                                                                                           The Manager of Patient Experience is responsible for overseeing and enhancing the overall patient experience across all of Mary Free Bed.  This leader will work collaboratively with system leaders to standardize MFB’s customer service standards, provide learning opportunities and consultation needed to successfully resolve patient concerns, and create a venue to share ideas, examples, and best practices as it relates to patient experience. This role involves developing and implementing strategies to improve the patient experience by providing social/recreational/therapeutic activities outside of scheduled therapies, addressing/resolving patient concerns, and fostering a culture of respect, empathy, and patient and family centered care. The Patient Experience Administrator will work closely with clinical and non-clinical teams to ensure that every interaction contributes positively to the patient's journey towards hope and freedom.

Essential Job Responsibilities                                                                    • Strategy Development: Design and implement a comprehensive system patient experience strategy that aligns with the organization's mission, vision, and values and abides by standards and regulations outlined by external agencies including the Centers for Medicare and Medicaid Services, The Joint Commission, and CARF.   This leader will collaborate with other leaders across the system to set measurable goals for patient satisfaction and regularly monitor progress.

• Staff Management:  Manages the Guest Services Team to provide leadership support to achieve the customer service goals of the system.

• Patient Events and Activities: In collaboration with other departments, including volunteer services, pastoral care and recreational therapy, creates a meaningful series of events and activities across the system for patients and families that reinforce rehabilitation goals while also enhancing the patient experience at a Mary Free Bed location.  A specific focus will be expanding activities for patients and family members outside of scheduled therapies, including, but not limited to, evenings and weekends.

• Engagement:  Collaborates with others within the Quality, Risk and Performance Improvement Department to serve as liaison between patients/families and Mary Free Bed staff to gather patient feedback and concerns.  Creates an open and honest communication process between MFB and patients/families to ensure that patients/families are included and engaged in the care process and their voices/concerns are heard.  Maintains dignity and respect for all patients as they share their concerns.

• Quality Improvement: Analyzes patient feedback data for all system sites, including surveys, focus groups, and other feedback mechanisms, to identify areas for improvement. Collaborates with healthcare providers and staff to develop improvement projects that enhance the patient experience.

• Training and Development: In collaboration with other leaders throughout the system, provides and/or ensures the availability of training sessions for leaders, providers, and staff on patient-centered care, effective communication, crucial/difficult conversations, customer service, and empathy.  Hardwires Mary Free Bed processes, structures, and responses related to patient experience.  Develops educational opportunities, resources, and tools to support staff in delivering exceptional patient experiences.

• Collaboration: Works closely with clinical teams, administration, patient family advisory councils (PFAC) and su

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