Patient Experience Manager

The **Patient Experience Manager** is responsible for development, implementation and evaluation of strategies to advance patient and family centered care across Health PEI. This role provides direction for planning, developing, organizing and supporting the implementation of programs and processes designed to build patient engagement. They are responsible to lead the intake and assignment of volunteer Patient and Family Partners within Health PEI as well as lead Health PEI’s Patient and Family Centered Care initative and the Patient and Family Advisory Committee. This position is responsible for the implementation of strategies and educational initiatives to support the highest quality patient experience. The Patient Experience Manager establishes clear expectations and targeted outcomes in order to improve performance and achievement of organizational goals as set out in the business and strategic plans for Health PEI. This position reports to the Director of Patient Experience.

**Duties**:

- Responsible for the development and implementation of a work plan to promote positive patient experiences and patient and family centered care for Health PEI;
- Responsible to lead the work of the Health PEI Patient and Family Advisory Committee ;
- Develops and implements a communication plan for Patient and Family Partners to support patient engagement, recruitment and support for Patient and Family Partners of Health PEI;
- Responsible for the Health PEI Patient Navigator services and leads the Patient Navigation Community of Practice for Health PEI;
- Utilizes patient satisfaction score/experience feedback and metrics from a variety of sources (patient surveys/comments, focus groups, advisory council, direct observation, manager/staff perspectives) to formulate recommendations for improving scores and improving the patient experience;
- Builds reporting mechanisms and paths of communication to advise, engage and collaborate with critical and key partners in identifying, developing and implementing targeted improvement initiatives based on patient feedback and patient experience ratings;
- Fosters enthusiasm for ongoing education recognizing the desired goal of all educational activities in the enhancement of the patient experience and patient and family centered care. The Manager works in consultation with Leaders and Staff to identify learning needs and develop education and learning resources for staff and Patient and Family Partners related to patient experience and patient and family centered care. These learning resources are developed for both classroom settings as well as online module formats;
- The Manager will use their full range of skills and excellent communication strategies to enhance patient voice and satisfaction and participates in the development and implementation of quality improvement projects focused on patient and family centered care;
- Establishes good interpersonal relationships within and external to Health PEI and promotes and facilitates positive public relations; as well as maintaining relationships with other social, cultural and community agencies/partners to ensure meaningful engagement with the populations they serve; and
- Other duties as required.

**Minimum Qualifications**:

- Baccalaureate Degree in a related health care field, Master’s Degree is preferred.
- Management and leadership training is required along with considerable management experience.
- Registered or eligible for registration with their representative PEI Professional College/Association if applicable.
- Significant leadership training is required.
- Extensive experience working within the Health system on Prince Edward Island is required.
- Experience with Complex Case Management.
- Experience providing adult education and speaking to and engaging with the public.

**Other Qualifications**:

- Demonstrates a pattern of integrity, professional and personal development with an ability to teach, lead and motivate others;
- Displays innovation, creativity, charisma, flexibility and shared leadership in performance of role;
- Team leadership skills, including a demonstrated ability and comfort with decision making responsibilities, coaching and teaching, and the ability to inspire and build confidence in others;
- Significant experience in problem solving, conflict resolution, investigation, and negotiation. Ability to relay or explain complex issues or difficult situations and exercises sound judgment;
- Analytical ability to serve in an advisory or consultative role in determining or developing strategies, policies, processes and protocols to promote a culture of patient and family centered care;
- A passion for serving patients and families with extensive knowledge and be able to actively participate in best practices related to patient and family centered care, improved patient experience and engagement;
- Demonstrated ability to establish and maintain relationships and partnerships with internal and exte