This position provides tools and processes to leaders and team members at assigned facilities that lead to positive patient experiences. Works collaboratively within a team of cross-regional counterparts to coordinate efforts, focus support where needed and share best practices. Works with a diverse group of caregivers to successfully plan and execute projects/programs ensuring alignment with the patient experience goal of 100% satisfaction. Supports the tracking and trending of service-related outcomes. Incumbents in this level will frequently impact both the awareness and action of leaders at multi facility and market level. Demonstrates ease in ability to influence larger audiences without extra effort.
Works collaboratively with physician leads, other program managers, project managers, and other leaders to identify and mitigate risks to project success. Facilitates teams for related Patient Experience project work and supports other teams work performed in relation to Patient Experience outcomes.
Serves as point of contact and responds to patient experience inquiries related to measures, analysis, support and interventions. Communicates all of the requirements and commitments (both verbally and in writing) for each project with clients, and patient experience leaders. Identifies trends that are beyond the facility and shares those to drive action with facts that generate results.
Leads/facilitates/participates in patient experience teams and improvement activities as assigned. Serves as knowledge, quality and process subject matter expert. Supports the integration of process improvements across network and community. Is often selected by Market level leadership teams to teach, train and influence C-Suite members outside of the facility they lead.
Facilitates cross functional teams to identify patient experience, mentorship and provider onboarding improvement strategies, priorities, measures and milestones.
Must possess a knowledge of business or management, communication, healthcare as normally obtained through the completion of a bachelors degree in business, communication, management or related field
Two to three years previous experience required. Able to interact tactfully and patiently with a variety of individuals. Requires excellent attention to detail, commitment to follow through, ability to work independently with general oversight, and respect for established deadlines. Sound skills in verbal and written communications are necessary.
Strong spreadsheet and relational database skills, with ability to write, run and organize queries and reports. Requires the ability to analyze data and identify pertinent information and trends through the use of graphic illustration. Able to access meaningful information in literature and internet searches.
Previous healthcare experience preferred.
Additional related education and/or experience preferred.