Patient Experience Consultant

Children's National Medical Center•Washington, DC

67d

About The Position

Join Our Team as a Patient and Family Experience Consultant! Are you passionate about enhancing patient experiences and driving quality improvement? We are seeking a dynamic individual with expertise in Press Ganey patient experience surveys, coaching skills, and a creative thinker when it comes to improvement strategies. As a Patient Experience Consultant, you will lead multidisciplinary improvement activities, collaborate with various departments, and ensure the highest quality outcomes for our patients and families. If you have a background in healthcare, a knack for data-driven decision-making, and a commitment to excellence, we want to hear from you! The Patient Experience Consultant leads, conducts and/or facilitates multidisciplinary improvement activities to ensure the highest quality patient experience outcomes for Children's National Hospital. A specialist in patient experience and patient and family-centered care, this position works in partnership with assigned teams and collaborates with other departments to ensure the organization meets or exceeds the patient experience goals as measured by voluntary surveys. Serves as a role model and authority utilizing a variety of performance improvement strategies. This individual will assist leadership across all service lines to improve patient experience scores.

Requirements

Bachelor's Degree Healthcare or Business related (Required)
3 years healthcare related work (a Master's degree in Business, Healthcare, Nursing, or other related field may substitute for 3 years of required experience) (Required)
Knowledge of the healthcare industry trends
Knowledge of word processing and spread sheet software, quality improvement concepts, financial and data analysis
Must be detail oriented, analytic, able to facilitate multidisciplinary improvement teams and negotiate conflict.
Must be proficient in MS Office Suite; possess excellent interpersonal skills and excellent oral and written communication skills

Nice To Haves

Master's Degree (Preferred)
2 years hospital operations, performance improvement, or project management (Preferred)

Responsibilities

Develops plan for completing required assessment, including project organization, data requirements, involved parties, resource requirements and timeline
Provides consultation, team facilitation and leadership to clinical, medical, administrative and interdisciplinary teams regarding performance improvement (PI) methodologies; assisting teams in executing change, achieving desired outcomes, and spreading effective change and redesign
Establishes and maintains collaborative working relationships and effective communication to facilitate improvements, fostering collaboration, partnership, innovation, customer service, and effective teamwork
Establishes and maintains project implementation plans and project status reports
Uses data to determine educational needs and program content then develops education plans to close identified knowledge and performance gaps.
Trains staff and leaders through process assessment and redesign associated with experience strategy
Mentors staff and leaders through training and project work. Responsible for successful closure of projects.
Assists teams in collecting, aggregating then analyzing data, and developing realistic improvement plans.
Collaborating with team members, develops metrics, data tools, and effective reports to facilitate decision-making and spur improvement.
Creates measurements to fit processes that can be used to monitor effectiveness and further improvements.
Partner in the mission and upholds the core principles of the organization
Committed to diversity and recognizes value of cultural ethnic differences
Demonstrate personal and professional integrity
Maintain confidentiality at all times
Anticipate and responds to customer needs; follows up until needs are met
Demonstrate collaborative and respectful behavior
Partner with all team members to achieve goals
Receptive to others' ideas and opinions
Contribute to a positive work environment
Demonstrate flexibility and willingness to change
Identify opportunities to improve clinical and administrative processes
Make appropriate decisions, using sound judgment
Speak up when team members appear to exhibit unsafe behavior or performance
Continuously validate and verify information needed for decision making or documentation
Stop in the face of uncertainty and takes time to resolve the situation
Demonstrate accurate, clear and timely verbal and written communication
Actively promote safety for patients, families, visitors and co-workers
Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance