Patient Engagement Manager

Job description

Job responsibilities

The Patient Engagement Manager is instrumental in developing and implementing strategies to enhance patient engagement and experience. This role focuses on ensuring patients are actively involved in their healthcare journey, fostering positive relationships between the practice and its patients. Key responsibilities include overseeing patient communication channels, managing patient feedback systems, and coordinating patient education and support programs.

The Patient Engagement Manager will work closely with clinical teams, administrative staff, and the Practice Manager to identify opportunities for improving patient satisfaction and loyalty. By leveraging data analytics, patient feedback, and current healthcare trends, this role aims to create an inclusive and patient-centered environment. The manager is expected to innovate and employ best practices in patient engagement to improve health outcomes, enhance service delivery, and ensure compliance with healthcare standards.

DUTIES AND KEY RESPONSIBILITIES

Patient Communication and Relations:

Communication Channels Management: Develop and maintain effective communication channels for patient interactions, including digital platforms, phone systems, and in-person services.

Patient Feedback Systems: Implement and oversee patient feedback mechanisms to gather insights on patient satisfaction and areas for improvement. Analyse feedback to inform service enhancements.

Patient Advocacy: Serve as a liaison between patients and the practices medical and administrative staff, ensuring patient concerns and suggestions are addressed promptly and effectively.

Program Development and Implementation:

Patient Education Programs: Design, implement, and manage patient education initiatives that inform and empower patients regarding their health, treatment options, and preventive care practices.

Health Promotion Activities: Coordinate with healthcare providers to develop and implement health promotion activities that engage and educate the community on health and wellness.

Support Groups and Workshops: Facilitate the establishment of support groups and workshops that address

the needs of various patient demographics, such as chronic disease management or maternity care.

Engagement Strategy and Analytics:

Establish and run effective Patient Participation Groups, feedback surveys and other forms of engagement.

Engagement Strategy Development: Craft strategies to enhance patient engagement, utilising data analytics to assess program effectiveness and patient needs.

Performance Metrics: Develop and monitor key performance indicators for patient engagement activities to measure success and identify improvement opportunities.

Market Research: Conduct market research to stay informed on the latest trends and best practices in patient engagement and experience.

Collaboration and Leadership:

Interdepartmental Collaboration: Work closely with other departments to integrate patient engagement practices across all aspects of patient care.

Team Leadership: Lead and develop the patient engagement team, setting objectives, and providing coaching to ensure goals are met.

Stakeholder Engagement: Engage with external stakeholders, including local organisations and health authorities, to promote the practice and its patient-centred services.

Quality Improvement:

Service Improvement Initiatives: Initiate and lead service improvement projects based on patient feedback and engagement analytics.

Compliance and Standards: Ensure all patient engagement activities comply with health care standards and regulations.

Patient Experience Enhancements: Continuously seek opportunities to enhance the patient experience through innovative engagement practices and feedback integration.

Miscellaneous:

The Practice recognises that the role above is wide and varied is evolving in nature. Therefore, this job description is not intended to be exhaustive and there will be other tasks and duties that the post holder will be expected to perform within what is ordinarily expected of this role.

Person Specification

Experience

Essential

• Experience:
• Proven experience as a Patient Engagement Manager or similar role with a comprehensive knowledge of patient engagement strategies and patient care coordination.
• Extensive experience in developing and implementing communication strategies and patient satisfaction initiatives within a healthcare setting.
• Communication Skills:
• Exceptional communication skills both verbal and written. This is necessary for creating effective patient communication strategies and handling sensitive interactions.
• Strong interpersonal skills to effectively liaise with patients and medical staff.
• Program Development:
• Skills in designing and leading patient education and engagement programs.
• To develop support programs and workshops that are aligned with patient needs and compliance standards.
• Analytical Skills:
• Proficient in using data analytics tools to evaluate engagement activities and interpret patient feedback
• Capability to use market research to inform strategies and improve service offerings.
• Leadership and Team Management:
• Demonstrated leadership skills with the ability to manage and motivate a team towards achieving engagement and satisfaction goals.
• Experience in interdepartmental coordination to integrate patient engagement practices across various aspects of healthcare provision.

Desirable

• Innovative Thinking:
• A creative and innovative thinker with a track record of implementing new engagement strategies that have significantly improved patient interaction and satisfaction.
• Adaptability to new technologies and methodologies in patient engagement and experience management.
• Regulatory Knowledge:
• Familiarity with healthcare regulations related to patient care and privacy laws for overall compliance.
• Understanding of the healthcare landscape including patient rights and provider responsibilities.
• Project Management:
• Strong project management skills
• Ability to be able to oversee multiple projects from conception to implementation ensuring they meet all objectives and compliance standards.
• Effective at resource allocation as well as time management and budgeting within the context of patient engagement programs.
• Stakeholder Engagement:
• Skilled in engaging with a variety of stakeholders including health authorities and community groups as well as other external agencies to enhance patient services.
• Ability to negotiate and maintain partnerships that benefit patient care and practice visibility.
• Additional Competencies:
• High ethical standards and professionalism
• A commitment to patient confidentiality and delivering patient-centred care.
• Proactive in personal and professional development to stay abreast of the latest trends in patient engagement and healthcare management.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Fuller and Forbes Partnership

Address

Stirling Road Medical Centre

Plymouth

PL5 1PL

Employer's website

http://bramleyonline.co.uk/ (Opens in a new tab)