Job Description
Job Requisition Number 30533Full Time
40 Hours/Week
Monday - Friday, 8:00am - 4:30pm
Occasional Nights, Evenings, and Weekends
Onsite, 5 days/week
Summary:
The Patient Experience Initiative Specialist is responsible for providing a wide range of services and support to their assigned area(s) including facilitating, coordinating and providing experience (patient, family) support to individuals and teams at all levels of the organization.
Responsibilities:
- Serves as an internal consultant and resource for patient experience by being a visible and enthusiastic champion to build improved patient & family experiences of all assigned departments.
- Collaborates with and actively supports select areas and/or departments including/involving senior leadership, department managers, clinical and frontline staff to develop and implement strategies to improve the patient & family centered care experience and performance on experience surveys.
- Maintains ongoing knowledge of current Patient Experience (PX) and Customer Experience (CX) trends and evidence-based practices. Attends and participates in educational conferences, webinars, etc. to enhance the overall patient experience program.
- Participates in improved organization performance through leadership and guidance to departments and committees. Identifies and directs projects toward improving the patient and family experience. Implements changes in alignment with organizational goals and priorities. Designs, manages, coordinates, and implements patient experience projects.
- Supports departmental and organizational improvement projects and meets process and outcome goals. Utilizing specialized knowledge and metrics related to experience surveys and performance improvement methodologies, coaches/consults/trains departments and interdisciplinary teams in identifying, prioritizing and implementing improvement strategies that enhance overall organization patient & family experience efforts.
- Responsible for building successful relationships, fostering open and frank communications in order to facilitate experience improvement. Assesses staff learning needs related to experience improvement. Develops and delivers education (both formal and informal), delivers targeted observations/coaching/training to enhance the patient experience. Evaluates the effectiveness of educational programs and continually seeks to develop staff's knowledge and skill around experience improvement and Family Centered Care.
- Collaborates with Patient Experience leaders in the identification, development, and implementation of all processes relating to improving the patient and family experience. Provides back up and support for Patient Experience team(s) as needed.
- Serves as Patient Experience liaison/consultant for hospital committees.
- Other duties as required.
Other information:
Technical Expertise
- Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders (including front line staff, senior management, department leaders, clinical staff and physicians) to creatively solve problems, guide and influence people.
- Excellent communication and presentation skills – both written and oral; communicating in an open, honest and objective manner.
- Knowledge of Patient & Family Centered Care philosophy and corresponding best practices.
- Knowledge of feedback and metrics from a variety of sources (patient surveys/comments, focus groups, advisory councils, complaint information, direct observation, manager/staff perspectives) to formulate recommendations for enhancing Family Centered Care and improving the patient experience.
- Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project facilitation skills and a strong attention to detail.
- Experience working with all levels within an organization.
- Experience in healthcare is preferred.
- Experience in patient experience is preferred; familiarity with Experience databases (NRC Health, Press Ganey, etc.) preferred.
- Experience in Performance Improvement Methodology and/or Lean Six Sigma techniques is preferred.
- Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. Experience with webpage design/SharePoint software is required/preferred.
Education and Experience
- Education: Bachelor's degree required, preferably in a healthcare-related field. Master's degree preferred.
- Certification: Project facilitation experience and/or Patient Experience certification is preferred; If not certified at time of hire, must pursue within 2 years of employment.
- Years of relevant experience: 3 to 5 years is preferred.
- Years of experience supervising: None.
Full Time
FTE: 1.000000
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