Manager, Experience Training
University of Miami

Job Info

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The department of Patient Experience has an exciting opportunity for a full-time Manager, Patient Experience Training to work onsite at the UHealth campus. The Manager, Patient Experience Training performs system-wide trainings for service excellence. Creates training and programs to strengthen employee/team dynamics and designing human-centered service excellence trainings for all employees and clinical teams. Partners with internal stakeholders to ensure organizational strategies are aligned and encourage, while providing the service excellence trainings, to meet these strategies. Collaborates with departmental leadership to develop programs around opportunities identified.

CORE JOB FUNCTIONS

• Oversees system-wide experience training including on-site, virtual, eLearning, developing communication tools, and patient experience coaching.
• Orchestrates quarterly and annual training events in partnership with key business stakeholders.
• Takes direction from departmental leadership on patient/employee experience program, development, validation, implementation, training, and special projects on a system-wide level.
• Establishes and effectively manages monthly/quarterly employee service excellence training curriculum.
• Oversees the delivery of established training programs and monitors progress for employee and patient experience satisfaction.
• Provides analyses and recommendations to assist management with action planning to improve employee recognition and patient experience.
• Manages program promotion, including development and/or distribution of promotional materials, intranet website updates, and communications to employees and leadership.
• Incorporates industry best practices of program and provide recommendations for future program design while also cultivating networks across a variety of functions/locations within the organization.
• Creates a culture of learning through a variety of methods (i.e., virtual and blended approaches) and develops learning benchmarks and measures of success.
• Manages system-wide training of customer service and other programs, such as Patient Experience Academy.
• Maintains current knowledge of external market to understand best practices and develop training.
• Designs and leverages videos in collaboration with marketing and key stakeholders.
• Provides enhanced communication tools for providers, nurses, staff, etc. to be impactful.
• Discovers and implements new ways to maintain, enhance, and develop a culture based around UHealth's core values.
• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. Ensures employees are trained on controls within the function and on University policy and procedures.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, as necessary.

CORE QUALIFICATIONS

• Bachelor's degree in related field required; (Bachelor's degree in Business Administration, Computer Science, Industrial Engineering, Health Administration, or Public Health preferred)
• Master's degree preferred
• Lean Six Sigma Certification
• Six Sigma Green Belt Certification preferred.
• Minimum 5 years of relevant experience

Knowledge, Skills and Attitudes:

• Knowledge of business and management principles
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish department goals and objectives that support the strategic plan.
• Ability to lead, motivate, develop, and train others.
• Ability to work independently and/or in a collaborative environment.
• Proficiency in computer software (i.e., Microsoft Office).

Department Specific Qualifications

• Excellent customer service, interpersonal, communications, critical thinking, problem solving, and conflict resolution skills.
• Excellent analytic skills required, including analysis, planning, organizing and troubleshooting.
• Committed to deliver quantifiable results that translate to higher patient and physician satisfaction scores throughout the institution.
• In depth knowledge of customer service principles and practices, including customer service design (preferred)
• Strong project management and organizational skills - handles multiple projects simultaneously. Deadline driven, well organized and detail oriented.
• Strong writing and communication skills.
• Understands the customer journey/path to purchase.
• Able to collaborate with multiple cross-company teams.
• Continuous Improvement minded ability to lead a team/project.
• Drives change and embraces accountability/ownership.
• Inspires Innovation, strategic thinker, creative.
• Skill in completing assignments accurately and with attention to detail.
• Commitment to the University's core values.
• Ability to work independently and/or in a collaborative environment.
• Proficiency in computer software (i.e. Microsoft Office).
• Ability to communicate effectively in both oral and written form.
• Ability to recognize, analyze, and solve a variety of problems.

Any appropriate combination of relevant education, experience and/or certifications may be considered.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:Full timeEmployee Type:StaffPay Grade:H13

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