Patient Experience Consultant

#REF!•Arlington, TX

4d•Hybrid

About The Position

Patient Experience Consultant Bring your passion to Texas Health so we are Better + Together Work Location: Texas Health Corporate, 612 E. Lamar Blvd., Arlington, TX 76011 Work Hours: Full Time Days (8:00am-5:00pm) for 40 hrs/week (remote work allowed at manager's discretion) Department Highlights: Remote Position Gain a sense of accomplishment by contributing to a teamwork environment. Receive excellent mentorship, comprehensive training, and dedicated leadership resources. What You Will Do Serves as knowledge, quality and process expert on patient experience improvement. Acts as point of contact for facilities and responds to patient experience inquiries related to measures, analysis, support and interventions. Plans and provides training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization. Communicates all requirements and commitments for each project. Prepares and presents both oral and written reports and presentations on the progress of the facilities in meeting their patient experience goals. Aids in monitoring, reporting and analyzing patient experience data in order to identify priorities and opportunities for improvement, and reporting on findings to key stakeholders. 60% Serves as a change agent on patient experience. Partners with directors and other coaches to establish and sustain Texas Health?s patient experience strategic plan. Adopts a proactive approach to identify risk to plan success. Develops and organizes tools, processes and procedures that can be utilized across the system to ensure positive patient experiences. In collaboration with Patient and Family Experience leadership, interfaces with key leadership constituencies to help drive system performance. Applies evidence based knowledge of performance improvement, survey instruments and methodology to work. 15% Leads, facilitates, or participates in facility patient experience teams and improvement activities as assigned or approved by director. Supports other teams? work in relation to patient experience outcomes, and supports integration of process improvements across system. 20% Other duties and functions as may be assigned. 5%

Requirements

Bachelor's Degree Business, health care, or related field.
3 Years Experience consulting or coaching evidence-based best practices in patient experience in a health care setting with demonstrated results in improving and sustaining patient satisfaction scores.
Must have excellent communication and presentation skills ? written and oral; communicating in an open, honest and objective manner.
Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders (including front line staff, senior management, department leaders, clinical staff and physicians) to creatively solve problems, guide and influence people, effectively manage time, operate as a self-starter by being proactive and assertive.
Ability to develop and maintain a high level of expertise in the concepts, practice and evolution of service excellence by serving as a trusted subject matter expert and change agent.
Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills and a strong attention to detail.
Demonstrated experience in patient satisfaction data analysis, report preparation with the ability to deliver effective professional presentations to various groups in order to help motivate and inspire improvement.
Requires knowledge of H-CAHPS, CG-CAHPS, and other such patient experience surveys in the public domain that impact public reporting and value-based reimbursement.
Strong computer literacy and software experience ? Word, PowerPoint, Excel, Adobe Acrobat.
Ability to travel to all entity locations throughout the geographic service area covered by Texas Health Resources.

Responsibilities

Serves as knowledge, quality and process expert on patient experience improvement.
Acts as point of contact for facilities and responds to patient experience inquiries related to measures, analysis, support and interventions.
Plans and provides training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization.
Communicates all requirements and commitments for each project.
Prepares and presents both oral and written reports and presentations on the progress of the facilities in meeting their patient experience goals.
Aids in monitoring, reporting and analyzing patient experience data in order to identify priorities and opportunities for improvement, and reporting on findings to key stakeholders.
Serves as a change agent on patient experience.
Partners with directors and other coaches to establish and sustain Texas Health?s patient experience strategic plan.
Adopts a proactive approach to identify risk to plan success.
Develops and organizes tools, processes and procedures that can be utilized across the system to ensure positive patient experiences.
In collaboration with Patient and Family Experience leadership, interfaces with key leadership constituencies to help drive system performance.
Applies evidence based knowledge of performance improvement, survey instruments and methodology to work.
Leads, facilitates, or participates in facility patient experience teams and improvement activities as assigned or approved by director.
Supports other teams? work in relation to patient experience outcomes, and supports integration of process improvements across system.
Other duties and functions as may be assigned.