Patient Experience Manager/UKHC

Lexington, KY
Jul 11, 2017
Institution Type
Four-Year Institution

This position will manage Customer Relations Specialists to meet the needs of patients, families, and staff across the enterprise, serving as an expert for improving the patient and family experience. This position will also identify enterprise opportunities and work with leaders on solutions. Responsibilities include, but are not limited to: managing and overseeing patient/family complaints and grievance process by working collaboratively with all UKHC team members including physicians, Customer Relations Specialists, and Risk Management to reach appropriate resolutions; assisting in conducting clinical risk investigations of patient/family complaints deemed to expose UKHC to potential litigation; conducting training and auditing of service recovery; conducting enterprise level training and/or educational presentations; overseeing post-discharge call process including monitoring for compliance with regulatory agencies such as CMS, JC, OIG, etc.; and ensuring Customer Relations Specialists are trained and scheduled to meet the needs of patients, families, and staff across the enterprise.

Job Title
Patient Experience Manager/UKHC

Requisition Number

Working Title
Patient Experience Manager

Department Name
H4005:Office of Patient Experience

Work Location

Grade Level

Salary Range

Type of Position

Position Time Status

Required Education


Click here for more information about equivalencies:

Required Related Experience

6 yrs

Required License/ Registration/Certification


Physical Requirements

Sitting, standing, and occasional lifting up to 10 pounds.


Monday - Friday, 8:00AM- 5:00PM; Mostly days with evenings/weekends/holidays as needed.


MS Windows, Office Suite.

Does this position have supervisory responsibilities?

Preferred Education/Experience

Experience in healthcare and/or customer relations highly preferred.

Deadline to Apply

University Community of Inclusion

The University of Kentucky is committed to a diverse and inclusive workforce by ensuring all our students, faculty, and staff work in an environment of openness and acceptance. We strive to foster a community where people of all backgrounds, identities, and perspectives can feel secure and welcome. We also value the well-being of each of our employees and are dedicated to creating a healthy place to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors the University of Kentucky is a Tobacco & Drug Free campus.

As an Equal Opportunity Employer, we strongly encourage veterans, individuals with disabilities, women, and all minorities to consider our employment opportunities.

Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * How many years of clinical/healthcare experience do you have?
    • None
    • More than 0, up through 1 year
    • More than 1 year, up through 3 years
    • More than 3 years, up through 5 years
    • More than 5 years
  2. * How many years of supervisory experience do you have?
    • None
    • More than 0, up through 1 year
    • More than 1 year, up through 3 years
    • More than 3 years, up through 5 years
    • More than 5 years
  3. * Describe a situation where have you used data to influence decision making?

    (Open Ended Question)

  4. * Describe a time you identified an issue/process improvement opportunity and how did you resolve?

    (Open Ended Question)

  5. * Have your paid work responsibilities included training/educational presentations?
    • Yes
    • No
  6. * UK HealthCare recognizes the patient as our premier customer and promises to provide excellent customer services to patients, colleagues, co-workers and all others who seek our services. By applying for a position with UK HealthCare, I am indicating my commitment to service excellence and expressing my agreement to consistently recognize that: - Our customer is every person we come into contact with during our workday. - Service is being flexible, courteous and respectful while anticipating and fulfilling the needs of our customers. - Quality is the foundation of everything we do. It is our desire to provide exceptional service to every patient and customer we serve. - Careful, efficient and responsible management of our resources is vital to our success. - We want to attract, develop and retain highly skilled and competent co-workers, which will in turn achieve customer loyalty and promote the growth of UK HealthCare. By submitting my application for employment with UK HealthCare, I acknowledge that I will be held accountable to follow the UK HealthCare Behavioral Expectations if selected for a position with UK HealthCare. Do you agree to abide by the UK HealthCare Standards?
    • Yes
    • No
  7. * Where did you first see this position advertised other than on UK's online employment system?
    • (Diverse Issues in Higher Education)
    • Institute for Diversity in Health Management
    • A Colleague, Friend and/or Family Member
    • None of the Above

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents


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