Patient Experience Manager - Full Time First Shift Join to apply for the Patient Experience Manager - Full Time First Shift role at Valley Health . Job Description The Patient Experience Manager acts as the champion to promote a culture of service excellence, compassion, and accountability to deliver an exemplary patient, clinician, and visitor experience that positively impacts outcomes. This leader is an integral member of the leadership team, focused on developing patient and family-centered care and patient experience best practices and strategies. May oversee Patient Relations and greeters. Responsible for employee education and training to meet performance objectives. Understands patient experience data analytics and can communicate the impact and improvement plans. Department CUSTOMER SERVICES & PAT EXPER - 108308 Worker Sub Type Regular Work Shift First Shift (United States of America) Pay Grade 312 Qualifications Bachelor's degree required; Master's preferred. Five years' experience in an organization focused on improving quality, safety, or service/customer experience/patient relations required. Registered Nurse preferred. BLS Certification (Basic Life Support) - American Heart Healthcare Provider' (HCP) - AHA approved required. New hires must have AHA certification prior to orientation completion. Skills and Abilities Excellent verbal, telephone, and written communication skills. Commitment to service, organization values, and professionalism. Ability to coach leaders, staff, and physicians to improve performance. Ability to round with leaders, teach, observe, coach, and improve patient experience. Flexibility to work off shifts and weekends as needed. Proficiency with Must Have Tool's including AIDET, patient communication boards, and others. Ability to provide a scorecard with patient experience metrics. Exceptional negotiation and interpersonal skills. Ability to serve as a content expert and resource for orientation and leader training. Experience with experience measurement vendors and data trending. Ability to travel up to 10%. Ability to facilitate meetings and service teams. Knowledge of patient experience measurement components (e.g., NRC, Gallup). Proven results in change management. Benefits Includes health plans, dental and vision insurance, paid time off, tuition assistance, retirement match, wellness programs, and more. Visit for details. #J-18808-Ljbffr