Manager Patient Experience

This is one of two Patient Experience Manager positions for the MCHS. The scope of the position covers all MCHS sites in partnership with the other manager 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 role is 50% Remote; must live within driving distance to a MCHS campus.

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

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.

This position will accept applications until 3/10/2024