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Mgr Community Engagement and Experience

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Job ID: 175577
Category: Management/Leadership
Work Type: FT
Location: Philadelphia, PA, United States
Work Schedule: Days / Onsite

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Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Summary:

  • The Manager of Community Engagement & Experience oversees all operational activities of the Office of Volunteer Services, PAH Welcome Desk, Pastoral Care and Translation Services. This position reports to the Director of Patient Experience at PAH. Responsible for managing and facilitating all Patient and Family Advisory Councils (PFACs), volunteer programs, spiritual care programs and language assistance at PAH. The Manager collaborates with other departments and other entities within Penn Medicine to ensure the needs of their patients are met and improve patient experience outcomes including (but not limited to) Risk Management, Legal, Nursing, Outpatient practices, Performance Improvement and Patient Safety, Security, Medical Staff, and Faculty. The Manager has direct oversight of Welcome Desk Ambassadors, Chaplains and Volunteer Services for PAH.

Responsibilities:

  • Improves the community experience by coordinating and developing a wide range of community engagement activities and outreach for PAH as well as concierge/hospitality services at PAH to make patients and families more comfortable.
  • Works with the Director of Patient Experience to operationalize health system strategy for patient experience and person and family engagement.
  • Oversees all language assistance and interpretation programs, both virtual and in-person, and provides regular education to staff. Conducts gap analysis through data review to understand where more services need deployment within the organization.
  • Manages Volunteer Services, Language Services, Pastoral Care and Welcome Desk Ambassadors to accomplish the goals of Patient Experience and Pennsylvania Hospital & deliver the Penn Medicine Experience.
  • Collaborates with Department Leaders to improve Patient, Staff and Community experience outcomes.
  • Rounds on Inpatient units/outpatient areas to address feedback in real time by partnering with clinical, non-clinical and Patient Experience teams.
  • Maintains working knowledge of all CAHPS Programs, internal and external survey tools and best practices and remains relevant in all CMS rules and regulations regarding patient experience.
  • Leads other hospital and health system community engagement & enrichment programs.

Credentials:

  • Certified Patient Experience Professional (Required)
  • Must obtain Certified Patient Experience Professional within 1 year of hire.

Education or Equivalent Experience:

  • Bachelor of Arts or Science (Required)
  • Business, Heathcare related field 3+ years experience in a leadership role in patient experience
  • Master of Arts or Science
  • Business, Heathcare related field

Location:

Pennsylvania Hospital / 800 Spruce Street

This position is onsite

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

   Current UPHS employees must apply HERE
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