Manager Service Excellence

Location: Beverly, MA
Job ID: 158560-1A
Date Posted: Nov 11, 2019
Category: Professional

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Job Description

Welcome To

Welcome to Beverly Hospital, part of Beth Israel Lahey Health. Beverly Hospital is a full service, community hospital providing leading-edge, patient-centered care to North Shore and Cape Ann residents. The hospital provides a full-range of state-of-the-art care and services including primary care, cardiovascular care, surgery, orthopedics, emergency care, maternity, pediatrics, as well as many other specialties. Beverly Hospital is nationally recognized for patient safety as it is one of only 42 hospitals in the United States to be awarded an “A” grade from The Leapfrog Group – the nation’s leading nonprofit watchdog on hospital quality and safety.


Beverly Hospital promotes the culture and philosophy which enables employees to give and receive the best of care. You can become a part of the team that achieves this success through our CREATE values of Community, Respect, Excellence, Accountability, Teamwork and Empathy.


About the Job

Position Summary:

The Manager of Patient Experience (manager) reports to the Director of Performance Improvement and Quality and is responsible for the overall organizational approach to improving the patient/family experience and the management of patient complaints and grievances at Beverly and Addison Gilbert Hospitals.  A key focus is leading and facilitating efforts that enhance and support a culture and environment of service excellence and patient- and family- centered care. The manager assures compliance with regulatory agency requirements related to management of patient complaints & grievances, and external reporting of patient satisfaction / experience results. They maintain knowledge of The Joint Commission (TJC) standards and Centers for Medicare and Medicaid Services (CMS) Conditions of Participation (COPs) with regard to patient complaints & grievances, patient rights & responsibilities, patient satisfaction and the patient experience of care. Provide oversight of all steps related to the management of patient complaints, such as the intake, investigation, resolution, and documentation and reporting of patient complaints. Apply Just Culture principles to the investigation process and support and promote a non-punitive culture and a learning environment. Facilitate resolution of complaints and grievances of patients, family members and visitors. The manager provides oversight of the Patient Advocates who manage patient and family complaints and grievances. They develop, implement and participate in customer service and patient and family experience of care initiatives and training. Provide monthly accountability and variance analyses of patient & family complaints and grievances and patient satisfaction and experience data.

Scheduled Hours

40 hours per week, day shift.

About Us

Beth Israel Lahey Health is an integrated system providing patients with better care wherever they are. Care informed by world-class research and education. We are doctors and nurses, technicians and social workers, innovators and educators, and so many others. All with a shared vision for what healthcare can and should be. We are committed to attracting, developing and retaining top talent. We strive to create a diverse and inclusive workplace that reflects the communities in which we work and serve. With a team approach to care, we encourage learning and growth at all levels and offer competitive salaries and benefits.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.



  • Bachelor’s Degree in Business, Communications, Behavioral Science or related field. Master’s Degree preferred.
  • Five years of relevant experience in a health care, patient advocacy or related environment.
  • Strong customer service skills and compassionate and patient interpersonal interactions. Ability to handle difficult and angry people constructively. Effective interacting with physicians and senior leadership.
  • Assertive and goal oriented with experience facilitating and staffing projects that involve cross-functional team members.
  • Ability to manage issues that are significant, complex, multidisciplinary, sensitive, political, and confidential.


  • Knowledge of patient satisfaction and patient experience measurement tools, methods and information. Knowledge of quality improvement measures, methods, models and systems.
  • Experience in project development, project management and strong analytical skills, including data management and data analysis. 
  • Proficient in Windows-based operating software and systems that include MS Word, MS Excel, MS Access and MS PowerPoint, experience as an application manager strongly preferred.
  • Excellent written and oral communication skills and presentation skills.
  • Knowledge of patient quality and safety performance measures and indicators, data definitions and sources and relevant national databases and benchmarks; knowledge of healthcare quality, safety and satisfaction data design, collection, aggregation and summarization; and expert knowledge of performance improvement models, methods and systems required.
  • Ability to work under minimal supervision. Adaptability with high tolerance for ambiguous work situations and ability to address difficult, awkward situations with tact and diplomacy.
  • Ability to work in conjunction with staff in a supportive way to troubleshoot and resolve issues.
  • Must be visible to staff, offering support and modeling service behaviors and concern resolution processes.
  • Team player with proven success applying a team approach and ability to work in conjunction with others (physicians, nurse managers, nurse directors, and staff ) in a supportive way to troubleshoot and resolve issues. Is able to address difficult situations with tact and diplomacy.
  • Knowledge of healthcare environment and regulatory requirements regarding patient rights preferred. Must be able to communicate patient and visitor rights and responsibility to patients, family members and staff.