Manager Patient Experience

Jacksonville, FL, United States

Why Mayo Clinic

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans - to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic. You'll thrive in an environment that supports innovation, is committed to ending racism and supporting diversity, equity and inclusion, and provides the resources you need to succeed.

Responsibilities

This position is a critical member of the Office of Patient Experience Leadership Team. We are an Enterprise Practice Shared Service that supports patients and staff across all Mayo Clinic Sites and Regions. In addition to these Enterprise responsibilities, the Florida operations manger provides operational oversight for the Florida walk-in office and plays a vital role in developing and maintaining relationships with Florida leadership and staff.

The Manager of Patient Experience is primarily responsible for direct oversight of Patient Experience staff with the goal to ensure the best possible operations. Mobilizes staff at multiple organizational levels to implement and continuously improve Mayo Clinic patient satisfaction. Responsible for execution of Patient Experience operations and assigned functional areas which may include one or more of the functional areas or prongs of the Patient Experience model: service consultation and improvement; service recovery and complaint management; recognition and reward (in partnership with HR); service values and behaviors; accountability; monitoring and control; and education and training. The manager is a member of and provides support to the location or site Patient Experience Subcommittee, leads service improvement activities, research and/or projects as assigned and models excellent interpersonal relationships with leaders, team members, patients, families and staff.

This Position is 50% Remote must live within driving distance of the Florida campus

Visa sponsorship is not available for this position; Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program

During the selection process, you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question - Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member, and you will be notified of next steps. We value your interest in y the role and look forward to hearing back from you.

Qualifications

Bachelor's degree with at least three years of experience in a leadership position. Excellent communication skills, personal computer skills including Microsoft Office, Excel, and Power point, required. Previous experience with patient or customer experience, design thinking/experience design, quality tools (i.e., Lean, IHI PDSA, and DMAIC), Joint Commission and applicable state and federal regulations is preferred. Master's degree in a related field is preferred. Demonstrates excellent leadership skills including operational and systems thinking, problem solving, team building and improvement. Must be able to gain a very in-depth knowledge of Mayo Clinic, its operations and have the ability to succeed in a Matrix management structure. Requires a strong ability to build interpersonal relationships, trust and rapport with others. Must demonstrate leadership ability to lead assigned operational areas. Must be able to demonstrate knowledge of health care industry and experience with multiple service lines, i.e., hospital, clinic, surgery and emergency department. Must demonstrate experience with change management, conflict resolution/negotiation, appreciative inquiry, motivational interviewing, performance and data analytics, complaint management, crisis intervention, process consultation, coaching, project management and/or problem solving skills. Must have effective written communications skills. Requires sophisticated oral communication, including active listening, redirection, and ability to elicit information from poor or evasive communicators. Demonstrated successful collaboration with counterparts within the work area and at all levels of an organization. Ability to thrive in an ambiguous, fast-paced, demanding and constantly changing work environment while maintaining strong critical thinking, communication and organizational skills. Must be able to function objectively in sensitive and stressful situations, work autonomously, 'think on one's feet', anticipate, improvise, and synthesize extensive information to focus the issue. Must have strong analytical skills to analyze information and qualitative and quantitative data, identify needs, and prepare an action plan or resolution in an organized fashion. Technological experience with Patient Experience Database, HCAHPS and Press Ganey is desirable. Quality Fellows Bronze is required and can be obtained post hire. Silver or Gold Certification is preferred.

Exemption Status

Exempt

Compensation Detail

$100,484.80- $150,779.20/ year; Education, experience and tenure may be considered along with internal equity when job offers are extended.

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

Normal Business hours

International Assignment

No

Site Description

Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.

Affirmative Action and Equal Opportunity Employer

As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.

Recruiter

Lynnette Fleshman

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