We are currently recruiting a Patient Experience Manager to be based at Northwick Park.

The Patient Experience Manager serves as the primary representative for the Medirest, Medirest Signature, and White Oaks Healthcare patient/resident experience team.

The post holder is responsible for successfully coordinating and directing all patient experience activities in collaboration with the Chef Managers and/or Contract Directors. Whilst upholding and implementing the principles of the Positive Impressions™ framework.

The Patient Experience Manager will engage with our 5 key stakeholders. Monitor our Patient Resident Satisfaction scores, and coordinate distribution of reports at least monthly to relevant teams, including, ensuring our PX Experience portal is kept up to date and the relevant teams have access to our live dashboard. To provide insight and service directly with the voice of the patient/resident.

Your key responsibilities will include:

• Tracks financial incentives, client penalties, and reporting of the performance measure to relevant teams, contract management, and client.
• Effective and efficient management of travel arrangements and expenses. Ensuring relevant policies are understood and adhered to.
• Maintains and supports client and patient satisfaction at a level that ensures account retention.
• Administers required client/customer surveys (and other feedback instruments) and responds in a timely and effective manner, as per Positive Impressions™ Service Level Agreement (SLA)
• Ensures that all employees demonstrate the patient experience, Positive Impressions™, and framework orientation toward customers and clients.
• Promotes client awareness of the patient experience Positive Impressions framework, and the availability of corporate resources.
• Monitors client communications effectiveness including communicating the benefits of maintaining Medirest, Medirest Signature, or White Oaks as the services management provider.
• Recognise the need for and demonstrate good communication & listening skills with clients, customers, and employees.
• Monitors and ensures compliance, progression, and follow-up of any patient satisfaction initiatives.
• Increase regional patient/resident satisfaction performance by promoting and monitoring patient/resident satisfaction progress and exploiting marketing success
• Maintain an awareness of patient/resident satisfaction updates and industry conditions including internal and external to the accounts.
• Interact with fellow patient experience managers to share ideas and learn about the best practices
• Participate in monthly conference calls with fellow PX Managers & weekly Operations Management to communicate PX updates, and current trends and identify opportunities to reward and recognise.
• Demonstrate knowledge and patient satisfaction measurement methods and surveys as used at the site.
• Assist in effective employee engagement programs across the Healthcare business, whilst encouraging employee creativity and innovation.
• Drive and provide recognition & reward for employees in line with Positive Impressions™ framework
• Responsible for compliance with all HR policies and procedures which link into the Positive Impressions™ framework e.g., Induction, career pathways, and Uniform policies.
• Responsible for preparation and implementation of specific development and training-specific plans for patient/resident satisfaction success.

Our ideal Patient Experience Manager will: 

Essential 

• HND or equivalent A levels or equivalent combination of education and experience.
• Must be able to communicate and motivate, accordingly, to the variable situations and person(s)
• Must be able to make favourable impressions and cultivate relationships with the team and client, which is conducive to business creation/retention, or the acceptance of advice or coaching provided.
• Highly developed communication skills both verbal & written, appropriate to the audience.
• Ability to communicate and be able to translate complex information to patients and motivate front-line teams.
• Emotional intelligence, resilience, emotional maturity, and assertion
• Demonstratable experience within a managerial role or qualification in conflict resolution.
• Ability to maintain organisation in a changing environment.
• Exhibits initiative, responsibility, flexibility, and leadership.
• Fiscal and budgetary skills.
• Proficient with Microsoft Word, Excel & PowerPoint, and thorough
• Ability to analyse data and produce / present reports to make service-driven recommendations on patient or resident experience feedback.

Desirable 

• Degree or equivalent combination of education and experience.
• Working with diverse clients across a large portfolio.
• Must be flexible to meet the needs of the business.
• Full driving license preferred as travel to different locations is expected.
• Able and willing to occasionally stay away for meetings/courses etc.

• Contributory pension scheme
• Grow your career with our Career Pathways and MyLearning programmes
• Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
• Exclusive travel discounts with TUI, Expedia, Booking.com and many more
• Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many more
• Up to 44% off cinema tickets to enjoy your favourite blockbuster
• Receive cash rewards every time you spend and use them on a wide range of brands
• Un-wind with us with free wellness, mindfulness and exercise classes
• You can share all discounts and offers with your friends and families