Patient Experience Business Partner I - EUH

Emory Healthcare•Atlanta, GA

3d•$34 - $41•Hybrid

About The Position

Supports Emory Healthcare inpatient and ambulatory divisions by providing in-depth proactive consultation, training, coaching, analytics, and strategic support to managers, staff, and physicians for patient experience improvement. Serves as a consultant to routinely discuss, implement, and audit best practices for improving patient experience. Provides creative solutions to exceed expectations, create loyal customers, generate positive word-of-mouth advertising, and meet patient experience survey goals. Performs gap analyses, patient journey mapping, and leads multiple performance improvement tests of change with a human-centered design lens. Co-designs culture change strategies with stakeholders to achieve organizational goals. Prepares training courses, tools, and presentations to support patient experience strategy. Identifies coaching opportunities to build capacity for underperforming care team members in collaboration with stakeholders, providing shadowing, auditing, and individual coaching sessions. Drives patient experience improvement programs in partnership with key stakeholders. Partners with local leadership to engage team members and volunteers for improvement initiatives. Rounds in clinical areas and provides real-time coaching. Provides coaching and training on service recovery, best practices, patient communications, reward and recognition, and service data retrieval and analysis. Performs rounds and audits in partnership with clinical and operational teams to support process improvement and patient experience strategies. Collaborates with care teams to integrate patient experiences into ongoing quality improvement efforts. Collaborates with interdisciplinary teams to drive patient experience-based improvement initiatives. Develops and implements patient experience recognition initiatives to celebrate and reward high-performing departments and individuals that consistently demonstrate service excellence. Actively participates in improvement projects that improve workflows, efficiency, accuracy, and quality of the care experience. Demonstrates proficiency in qualitative and quantitative patient experience data collection, analysis, and reporting, including focus groups. Continually monitors patient experience data and analyzes results, collects and reports feedback, conducts gap analyses, identifies critical factors for success, and convenes multidisciplinary teams for process improvement initiatives. Leads the creation, review, and timely distribution of reports for patient experience accountability and goal setting. Identifies trends, areas of concern, and opportunities for improvement, and provides actionable insight for fiscal year improvement goals. Captures and utilizes patient stories to illustrate the patient's journey, integrating these narratives into educational initiatives to drive improvements. Demonstrates leadership skills in committees and improvement projects that improve patient experience. Participates in and initiates research studies, actively pursues publications, and/or national presentations at conferences. Advises on content for patient-facing communications to improve patient experience. Works with manager to formulate a plan for personal professional development and identify needed resources for training. Attends meetings, huddles, and educational in-services as appropriate. Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments. Performs other duties as assigned.

Requirements

Bachelor's degree from an accredited institution; a combination of education and experience will be considered in lieu of the degree requirement
Two years of relevant healthcare experience working with clinical teams and/or patients
Experience in process improvement, training, and change management concepts
Strong interpersonal, communication, and relationship-building skills
Knowledge of data analysis and reporting techniques
Ability to coach, train, and educate leaders and staff
Proficiency in Microsoft Office, customer databases, and other business applications
Ability to work independently, manage multiple priorities, and exercise sound judgment

Nice To Haves

Master's degree from an accredited institution
Three or more years of relevant healthcare experience working with clinical teams and/or patients
CPXP, DEI, Data Analytics, or other relevant certification

Responsibilities

Provides in-depth proactive consultation, training, coaching, analytics, and strategic support to managers, staff, and physicians for patient experience improvement.
Serves as a consultant to routinely discuss, implement, and audit best practices for improving patient experience.
Performs gap analyses, patient journey mapping, and leads multiple performance improvement tests of change with a human-centered design lens.
Co-designs culture change strategies with stakeholders to achieve organizational goals.
Prepares training courses, tools, and presentations to support patient experience strategy.
Identifies coaching opportunities to build capacity for underperforming care team members in collaboration with stakeholders, providing shadowing, auditing, and individual coaching sessions.
Drives patient experience improvement programs in partnership with key stakeholders.
Partners with local leadership to engage team members and volunteers for improvement initiatives.
Rounds in clinical areas and provides real-time coaching.
Provides coaching and training on service recovery, best practices, patient communications, reward and recognition, and service data retrieval and analysis.
Performs rounds and audits in partnership with clinical and operational teams to support process improvement and patient experience strategies.
Collaborates with care teams to integrate patient experiences into ongoing quality improvement efforts.
Collaborates with interdisciplinary teams to drive patient experience-based improvement initiatives.
Develops and implements patient experience recognition initiatives to celebrate and reward high-performing departments and individuals that consistently demonstrate service excellence.
Actively participates in improvement projects that improve workflows, efficiency, accuracy, and quality of the care experience.
Demonstrates proficiency in qualitative and quantitative patient experience data collection, analysis, and reporting, including focus groups.
Continually monitors patient experience data and analyzes results, collects and reports feedback, conducts gap analyses, identifies critical factors for success, and convenes multidisciplinary teams for process improvement initiatives.
Leads the creation, review, and timely distribution of reports for patient experience accountability and goal setting.
Identifies trends, areas of concern, and opportunities for improvement, and provides actionable insight for fiscal year improvement goals.
Captures and utilizes patient stories to illustrate the patient's journey, integrating these narratives into educational initiatives to drive improvements.
Demonstrates leadership skills in committees and improvement projects that improve patient experience.
Participates in and initiates research studies, actively pursues publications, and/or national presentations at conferences.
Advises on content for patient-facing communications to improve patient experience.
Works with manager to formulate a plan for personal professional development and identify needed resources for training.
Attends meetings, huddles, and educational in-services as appropriate.
Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments.
Performs other duties as assigned.