Patient Experience Advisor: Carilion Medical Center - Emergency Department

Carilion Clinic•Roanoke, VA

2d•Onsite

About The Position

The Patient Experience Advisor provides leadership, consultation, and expertise to drive a culture of patient- and family-centered care across the organization. Partners with clinical and administrative leaders to design, implement, and sustain patient experience strategies and initiatives that improve service excellence, patient experience, and organizational performance. This role will primarily support the Emergency Department in addition to the CMC location. The Patient Experience Advisor Provides guidance and direction to clinical and administrative leaders in the development and execution of patient experience plans and initiatives. Supports the implementation, integration, and promotion of the System Patient Experience strategy across assigned areas. Analyzes and translates patient experience data and insights into actionable strategies to improve outcomes, including patient feedback and CAHPS scores. Consults with leaders and teams regarding organizational change, process improvement, and patient and human experience solutions to identified challenges. Leads and supports organizational learning efforts related to patient and human experience, including education, coaching, and sharing of proven practices. Provides consultation and guidance related to patient experience initiatives, improvement methodologies, and experience-based design concepts. Applies and teaches appropriate quantitative and qualitative tools to support patient experience improvement efforts. Facilitates or co-facilitates workshops, training sessions, and collaborative forums to support patient experience education and engagement. Collaborates with employees, leaders, and providers across disciplines and locations to develop effective, sustainable solutions to complex experience-related challenges.

Requirements

Bachelor’s degree.
Minimum 3 years of healthcare experience.
Excellent oral and written communication skills required
ability to work independently with minimal direction required
Proven leadership, influence, and change management skills required
positive attitude and adaptability to change required
commitment to continuous learning required
proficiency with computers and software applications required
Must remain current on emerging trends, best practices, and advancements in patient and human experience.

Responsibilities

Provides guidance and direction to clinical and administrative leaders in the development and execution of patient experience plans and initiatives.
Supports the implementation, integration, and promotion of the System Patient Experience strategy across assigned areas.
Analyzes and translates patient experience data and insights into actionable strategies to improve outcomes, including patient feedback and CAHPS scores.
Consults with leaders and teams regarding organizational change, process improvement, and patient and human experience solutions to identified challenges.
Leads and supports organizational learning efforts related to patient and human experience, including education, coaching, and sharing of proven practices.
Provides consultation and guidance related to patient experience initiatives, improvement methodologies, and experience-based design concepts.
Applies and teaches appropriate quantitative and qualitative tools to support patient experience improvement efforts.
Facilitates or co-facilitates workshops, training sessions, and collaborative forums to support patient experience education and engagement.
Collaborates with employees, leaders, and providers across disciplines and locations to develop effective, sustainable solutions to complex experience-related challenges.