Patient Experience Clin Spec/Supervisor - RN required

Frederick Health•Frederick, MD

5d•Onsite

About The Position

The Service Excellence Clinical Specialist/Supervisor is a master’s prepared nurse who brings expert knowledge and leadership to the Healthcare System to guide specific patient and family experience practices that are evidenced based. The Service Excellence Clinical Specialist functions as a leader of the Service Excellence Department team and serves as a resource and supervisor to the interdisciplinary care team for patients and families. This position will consult with all leaders of the system to provide education and implementation of best practices to improve the overall patient and family experience. This role also supports the Mission of Frederick Health and complies with the Health Systems Standards of Behavior.

Requirements

Registeered Nurse in MD or Compact State
Master’s Degree in Nursing Required
National Certification in area of Service Excellence within two years of hire.
Five years of experience in Nursing, including two years of customer satisfaction/experience
Demonstrated ability for a high degree of analysis, critical thinking, and judgment in provision of care.
Demonstrated ability for effective written and verbal communication with individuals and groups.
Excellent leadership, organization and collaboration skills.
Strong interpersonal skills to interact with leadership, patients, families and interdisciplinary care team.
Proficiency with computers and Microsoft Office products.
Experience leading projects.
Experience with consumerism and voice of the customer.

Nice To Haves

LEAN/Six Sigma principles

Responsibilities

Fosters and implement initiatives that are evidence-based and timely utilizing data analytics.
Serves as resource for and assists the employees and medical staff in providing a positive Patient Experience. Available to raise concerns, discuss patient experience options, and initiate evidence based practices for improving the patient and family experience.
Acts as a mentor contributing to the quality and service improvement effort in the health system culture. Serves as an advisory resource for critical initiatives across Frederick Health. Collaborates with a variety of departments to ensure the consistent delivery of patient-centered care.
Identifies, implements, and promotes best practices. Utilizes knowledge of consumerism as well as LEAN/Six Sigma principles to implement initiatives.
Integrates change strategies throughout the organization: Acts as a role model and resource for Service Excellence team members in the areas of organizational change, critical thinking, planning, research, and other professional patient experience activities. Works with health care team to problem-solve continuum of care issues and facilitate appropriate use of resources. Serves as member of leadership to ensure quality patient experience practices and outcomes, as well as the goals of the department, hospital, and healthcare system Leads interdisciplinary team efforts for process improvement initiatives that require interdepartmental collaboration. Provides expert knowledge to colleagues, health professionals, and consumers. Represents Frederick Health in professional/community service groups as needed.
Develops excellence in Patient Experience practices: Collaborates with Frederick Health leaders to monitor experience outcomes and practices, identify knowledge/skill needed to develop the expertise of employees.
Supports and facilitates shared governance groups, to help guide and standardize patient and family experiences. Is an innovator for service excellence practices.
Serves as a Press Ganey expert for the Health System and assists with specific issues. Provides continual awareness of healthcare excellence and influence affecting overall Frederick Health goals.
Reviews and analyzes Press Ganey data for health system. Works with Patient Experience team to develop educational service initiatives to include process analysis and change recommendations. Proactively collaborates with department managers to coach staff and presents in-services as needed.
Supervises members of the Service Excellence staff: Completes performance evaluations of SED staff. Works closely with employees to develop direct knowledge of their abilities to better utilize individual’s strengths. Maintains time and attendance records and signs off on time cards. Schedules employees to maximize productivity in the department. Assists with the planning and development of department improvements and provides feedback on ideas to Director. Develops, reviews, and revises policies and procedures, both clinical and administrative, on an ongoing basis. Serves as the primary source of contact for problems arising from all customers, both internal and external and employees. Participates in the interview process and makes hiring recommendations of qualified prospective employees. Counsels and / or disciplines employee’s following FH departmental policies and procedures. Documents all employee information appropriately and in a timely manner. Assists with the development of annual departmental goals and objectives consistent with FH’s Philosophy and Mission Statement and is responsible for coordinating the implementation of the same. Trains new hires and educates staff on any new or updated procedures/processes Assists with development of operational budget of SED.
Supervises members of the Service Excellence staff: Demonstrates commitment to personal career growth and development. Completes 20 CE/PXE hours/year in addition to the Frederick Health Mandatory education programs.
Performs other duties as assigned.