Patient Experience Consultant

Texas Health Resources•Arlington, TX

1d•Hybrid

About The Position

The Patient Experience Consultant serves as a knowledge, quality, and process expert in patient experience improvement. The consultant is a point of contact for facilities, responding to inquiries about measures, analysis, support, and interventions. The role plans and provides training, coaching, observation, knowledge assessment, and skills validation for patient experience improvement across the organization. It communicates project requirements and commitments, prepares and presents progress reports, and monitors and analyzes patient experience data to identify improvement priorities and opportunities for key stakeholders. The consultant acts as a change agent and partners with directors and other coaches to establish and sustain Texas Health’s patient experience strategic plan. The role proactively identifies risks to plan success, develops system-wide tools and processes to support positive patient experiences, works with Patient and Family Experience leadership and key leadership constituencies to drive performance, and applies evidence-based knowledge of performance improvement and survey methodology. The consultant leads, facilitates, or participates in facility patient experience teams and improvement activities as assigned or approved by the director. The role also supports related team efforts and the integration of process improvements across the system. Other duties may be assigned.

Requirements

Bachelor’s degree in business, health care, or a related field.
At least 3 years of experience consulting or coaching evidence-based best practices in patient experience in a health care setting, with demonstrated results improving and sustaining patient satisfaction scores.
Excellent written and oral communication and presentation skills, including communicating openly, honestly, and objectively.
Strong interpersonal skills and ability to work effectively with front-line staff, senior management, department leaders, clinical staff, and physicians.
Ability to creatively solve problems, guide and influence people, manage time effectively, and work proactively and assertively as a self-starter.
Ability to develop and maintain expertise in service excellence concepts, practice, and evolution, and serve as a trusted subject matter expert and change agent.
Excellent organizational and project management skills, attention to detail, and ability to manage multiple projects and deadlines.
Experience analyzing patient satisfaction data, preparing reports, and delivering professional presentations to motivate and inspire improvement.
Knowledge of H-CAHPS, CG-CAHPS, and other public-domain patient experience surveys that affect public reporting and value-based reimbursement.
Computer literacy and experience with Word, PowerPoint, Excel, and Adobe Acrobat.
Ability to travel to Texas Health Resources entity locations throughout the geographic service area.

Responsibilities

Serve as a knowledge, quality, and process expert in patient experience improvement and respond to facility inquiries about measures, analysis, support, and interventions.
Plan and provide training, expert coaching, observation, knowledge assessment, and skills validation in patient experience improvement.
Communicate project requirements and commitments and prepare and present oral and written reports on facility progress toward patient experience goals.
Monitor, report, and analyze patient experience data to identify improvement priorities and opportunities, and report findings to key stakeholders.
Partner with directors and other coaches to establish and sustain Texas Health’s patient experience strategic plan, proactively identifying risks to its success.
Develop and organize tools, processes, and procedures that can be used across the system to support positive patient experiences.
Collaborate with Patient and Family Experience leadership and key leadership constituencies to help drive system performance.
Apply evidence-based knowledge of performance improvement, survey instruments, and methodology.
Lead, facilitate, or participate in facility patient experience teams and improvement activities as assigned or approved by the director.
Support other teams’ work related to patient experience outcomes and help integrate process improvements across the system.
Perform other duties and functions as assigned.