AddressProvides in-depth, proactive consultation and direction to leadership, physicians, and staff, concerning experience-related issues to ensure that the organization meets or exceeds customer expectations as measured on the Performance Management System. Engages in partnerships with leaders to drive change with results evident in-patient satisfaction. Provides consultation to leadership by proactively identifying best practices and strategies for design of exceptional patient, family, and consumer experiences.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
• Provides in-depth, proactive consultation and direction to managers and staff in organizational experience improvement.
• Leads large groups through process change that result in experience improvements.
• Meets one-on-one with various levels of leadership to discuss current patient satisfaction issues.
• Provides guidance to the management staff to improve patient satisfaction.
• Assists leadership with the development and maintenance of action plans to address patient experience issues.
• Provides coaching to directors, managers, supervisors and staff on service behaviors/standards and patient satisfaction data retrieval & analysis.
• Regularly attends unit/department staff meetings.
• Conducts focus groups and/or patient journey mapping on specific topics as needed.
• Advisor for experience best practices.
• Provides data analysis and research to identify trends and opportunities to facilitate appropriate experience improvements for the development of optimal Care Experience strategy.
• Educates and coaches management and staff in Care Experience related topics (communication, complaint prevention/resolution, benchmarking,
service excellence best practices, and understanding how to use patient satisfaction/Press Ganey data).
• Facilitates conflict resolution, ensuring equitable and consistent handling of patient concerns; Work collaboratively with clinical and nonclinical leaders
to resolve complaints and grievances according to organizational policy and within regulatory guidelines.
• Works in collaboration with Quality/Risk Specialists, Finance, Insurance, Corporate Legal Affairs, Public Relations, Office of Safety, Human Resources,
and others to coordinate and communicate information related to various risk exposures.
• Serves as representative related to CMS/State/Joint Commission
Responsible for tracking, trending, and presenting RL data key opportunities for improvement.
• Coordinates improvement initiatives resulting in an enhanced organization’s image, looking for creative solutions that would exceed customer
expectations, creating loyal customers and positive word of mouth advertising.
• Engages in continuous study of the entire professional field, including best practices, to maintain the professional competence, knowledge, and skills
necessary for the satisfactory performance of all assigned responsibilities.
Completes required continuous training and education, including department specific requirements.
• Ensures that required documentation for activities within areas of responsibility is performed in an accurate and timely manner.
• Ensures that patients, their families, visitors, customers, and employees are treated with kindness and respect. Demonstrates
teamwork and integrity in all work-related activities.
EDUCATION AND EXPERIENCE:
- Bachelors Degree required.
- Three to five (3-5) years of progressively more responsible experience, required.
- Experience in a healthcare environment or service-related industry preferred.
- Verbal communication must be clear and concise in person and via telephone.
- Must have demonstrated ability to use computer applications and general office equipment.
- Knowledge of performance improvement methods, quantitative analysis, organizational development, customer research design, and advanced computer skills (Microsoft Project, PowerPoint).
- Excellent organizational and communication skills, both written and oral.
- The ability to make effective presentations to all levels of the organization.
- Excellent interpersonal and people skills, including team building and coaching individuals on performance improvement.
- Excellent project management skills.
- The ability to analyze, read, and interprets customer survey reports.
- Ability to create, prioritize, and execute multiple tasks and meet established timelines.
