Consultant Patient Experience - Hybrid in Nashville TN

Vanderbilt University Medical Center•Nashville, TN

4d•Hybrid

About The Position

Vanderbilt University Medical Center (VUMC) in Nashville, Tennessee, is a global hub for teaching, discovery, and patient care. VUMC fosters a community where expertise is valued, knowledge is expanded, and abilities are challenged. Vanderbilt Health is dedicated to an environment where everyone can thrive and where uniqueness is celebrated. Employees are part of something larger than themselves, take pride in their work, and continuously strive for improvement. Vanderbilt's mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Requirements

Bachelor’s degree in nursing, public health, health administration, business or a related field.
Minimum of 3 years’ experience
Excellent oral and written communication skills
Organizational and project management skills
Strong analytical skills and computer skills (Microsoft Excel, PowerPoint, Outlook)
Experience in a complex healthcare environment
Strong communication skills
Strong relationship building skills
1 year experience

Nice To Haves

Ability to lead through influence
Team mindset and skilled in collaboration
Self-starter and ability to work independently
Skilled in using data to tell the patient story

Responsibilities

Use patient and family feedback and direct observation to identify potential gaps in services and/or opportunities for improvement.
Develop vision for the end product as programs/services move through the design continuum-beginning with abstract or unconnected information and ideas, to foundational ideas/product, to more concrete product, to end product.
Identify barriers and recommend and facilitate initiation of solutions or improvement efforts.
Identify ways to assess and positively alter the culture and mindset related to the patient experience.
Implement change for positive service outcomes.
Research regulatory and compliance issues that impact the work of the division.
Network and benchmark with other organizations to identify best in class service solutions.
Use data to measure and demonstrate gaps and subsequent improvement in processes, systems, and outcomes.
With minimal direction, serve as leader and/or primary staff for institutional and divisional committees, cross-functional project teams, or multi-disciplinary work groups to achieve defined goals and objectives.
Develop project plans, goals, and objectives in collaboration with senior leadership (define charter for work, key milestones, timelines, deliverables, and resource requirements).
Benchmark with external organizations and review research for best practices.
Provide leadership in the execution of day-to-day project activities including development of work plans, setting priorities, facilitating meetings, monitoring progress against established timelines, and ensuring meeting records and other documentation is complete and up-to-date.
Proactively manage changes in project scope, identify potential barriers, and devise contingency plans.
Provide regular status reports to leadership.
Create metrics and standards for measurement of operational effectiveness and improvements.
Provide training for medical center staff, managers, and faculty on access, interpretation, and use of the survey data and system.
Participate in medical staff or administrative committee and work groups.
Readily volunteer to assist organizational leaders and teams as needed.
Promote constructive formal and informal information sharing and interdisciplinary collaboration.
Solicit and secure input and participation of all key stakeholders in projects and work groups.
Ensure four-way communication across key stakeholder and constituency groups and departments to maximize information sharing around progress, needs, inter-dependencies and recommendations.
Anticipate and communicate the impact of change to the rest of the organization, as needed.
Coordinate training of staff, as needed, to support change.
Recognize and celebrate accomplishments and improvements.
Translate and communicate learnings to leadership.
Develop and deliver communication presentations across multiple, varied venues and groups.
Actively identify and seek out professional development opportunities through organization memberships, networking, conferences, and self-study.
Stay abreast of regulatory and compliance issues that impact the work of the organization.
Seek out opportunities to better understand Vanderbilt organization, mission, values, goals, and priorities.
Develop and nurture relationships with colleagues pertaining to the patient experience and service focus initiatives.
Maintain skills to support project management, communication, presentation, and electronic tools.