Manager Customer Operations, Sentara Health, Woodbridge, VA
Sentara Health -
Woodbridge, VA,
US
Manager Customer Operations
Date Posted: 2024-05-01
Job description
City/State
Woodbridge, VA
Overview
Work Shift
First (Days) (United States of America)
Sentara Northern VA Medical Center is seeking a Manager, Customer Operations
*Full Time Day Shift Located in Woodbridge, VA*
Job Summary
Lead the organization's understanding of the voice of the patient through analytics, interpretation, presentation, and actionable information. Interfaces measurement partner data (e.g. Press Ganey) from surveys, complaints and grievances, rounding observations, and other inputs to build the most holistic understanding of patient perceptions. Trains and develops leaders and team members in experience process and behavioral best practices. Leads Patient Advisory Council(s). Creates and deploys Hospital Action Plan in collaboration with hospital leaders (clinical and non clinical). Serves as Project Manager for Hospital Action Plan (metrics updates, goal reporting, action plan timeline updates, etc.).
Experience Intelligence Support
Experience data analytics, data visualization (e.g. Goal Reports and data storytelling), Comment Analysis, and building reports that are "pushed" for used for decision-making and action by leaders.
High-functioning skills in ethnography (people-watching, process watch).
Best Practice support and coaching
Research and prioritization of practices. Training and development (classroom, micro learning, simulations). Accountability systems (audits, feedback models, tracking).
Required or Preferred KSAs:
Data Visualization (e.g., Microsoft BI, Excel, Tableau)
Training and Development / Teaching skills
Press Ganey (or similar measurement partner) portal expertise
Fluency in classic solutions for patient experience (e.g., Nursing Bundle, AIDET, etc.) and non-clinical personnel focused solutions
Micro -learning application competence
Social Anthropology fundamentals (ethnography, journey flow mapping
To encompass but not limit:
Patient Experience
Patient Relations
Spiritual Care
Language Services
Volunteers
Benefits: Sentara offers an attractive array of full-time benefits to include Medical, Dental, Vision, Paid Time Off, Sick, Tuition Reimbursement, a 401k/403B with matching funds, 401a, Performance Plus Bonus, Career Advancement Opportunities, Work Perks, and more.
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!
Keywords: Indeed, Talroo-Allied Health, Monster, patient experience
Job Summary
Assume responsibility and accountability for operations and success of the assigned areas of responsibility. This position is responsible for the delivery of high quality services that meet or exceed customer expectations. Coordinate the development of new services within these areas. Contribute to the success of the hospital through achievement of system, hospital goals and objectives.
Bachelor's in business or related field. Previous management experience preferred. Previous experiences designing, facilitating and developing materials for training. Travel to other sites.
Qualifications:
BLD - Bachelor's Level Degree (Required)
Skills
Active Learning, Active Learning, Active Listening, Communication, Complex Problem Solving, Coordination, Critical Thinking, Judgment and Decision Making, Leadership, Learning Strategies, Mathematics, Mgmt of Financial Resources, Mgmt of Material Resources, Mgmt of Staff Resources, Microsoft Excel, Microsoft Word, Monitoring, Persuasion, Project Management, Quality Control Analysis, Reading Comprehension, Science, Service Orientation, Social Perceptiveness, Speaking {+ 5 more}
Sentara Healthcare 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.
Per Clinical Laboratory Improvement Amendments (CLIA), some clinical environments require proof of education; these regulations are posted at ecfr.gov for further information. In an effort to expedite this verification requirement, we encourage you to upload your diploma or transcript at time of application.
In support of our mission to improve health every day, this is a tobacco-free environment.
Woodbridge, VA
Overview
Work Shift
First (Days) (United States of America)
Sentara Northern VA Medical Center is seeking a Manager, Customer Operations
*Full Time Day Shift Located in Woodbridge, VA*
Job Summary
Lead the organization's understanding of the voice of the patient through analytics, interpretation, presentation, and actionable information. Interfaces measurement partner data (e.g. Press Ganey) from surveys, complaints and grievances, rounding observations, and other inputs to build the most holistic understanding of patient perceptions. Trains and develops leaders and team members in experience process and behavioral best practices. Leads Patient Advisory Council(s). Creates and deploys Hospital Action Plan in collaboration with hospital leaders (clinical and non clinical). Serves as Project Manager for Hospital Action Plan (metrics updates, goal reporting, action plan timeline updates, etc.).
Experience Intelligence Support
Experience data analytics, data visualization (e.g. Goal Reports and data storytelling), Comment Analysis, and building reports that are "pushed" for used for decision-making and action by leaders.
High-functioning skills in ethnography (people-watching, process watch).
Best Practice support and coaching
Research and prioritization of practices. Training and development (classroom, micro learning, simulations). Accountability systems (audits, feedback models, tracking).
Required or Preferred KSAs:
Data Visualization (e.g., Microsoft BI, Excel, Tableau)
Training and Development / Teaching skills
Press Ganey (or similar measurement partner) portal expertise
Fluency in classic solutions for patient experience (e.g., Nursing Bundle, AIDET, etc.) and non-clinical personnel focused solutions
Micro -learning application competence
Social Anthropology fundamentals (ethnography, journey flow mapping
To encompass but not limit:
Patient Experience
Patient Relations
Spiritual Care
Language Services
Volunteers
Benefits: Sentara offers an attractive array of full-time benefits to include Medical, Dental, Vision, Paid Time Off, Sick, Tuition Reimbursement, a 401k/403B with matching funds, 401a, Performance Plus Bonus, Career Advancement Opportunities, Work Perks, and more.
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!
Keywords: Indeed, Talroo-Allied Health, Monster, patient experience
Job Summary
Assume responsibility and accountability for operations and success of the assigned areas of responsibility. This position is responsible for the delivery of high quality services that meet or exceed customer expectations. Coordinate the development of new services within these areas. Contribute to the success of the hospital through achievement of system, hospital goals and objectives.
Bachelor's in business or related field. Previous management experience preferred. Previous experiences designing, facilitating and developing materials for training. Travel to other sites.
Qualifications:
BLD - Bachelor's Level Degree (Required)
Skills
Active Learning, Active Learning, Active Listening, Communication, Complex Problem Solving, Coordination, Critical Thinking, Judgment and Decision Making, Leadership, Learning Strategies, Mathematics, Mgmt of Financial Resources, Mgmt of Material Resources, Mgmt of Staff Resources, Microsoft Excel, Microsoft Word, Monitoring, Persuasion, Project Management, Quality Control Analysis, Reading Comprehension, Science, Service Orientation, Social Perceptiveness, Speaking {+ 5 more}
Sentara Healthcare 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.
Per Clinical Laboratory Improvement Amendments (CLIA), some clinical environments require proof of education; these regulations are posted at ecfr.gov for further information. In an effort to expedite this verification requirement, we encourage you to upload your diploma or transcript at time of application.
In support of our mission to improve health every day, this is a tobacco-free environment.