Patient Experience Navigator - Guest Services-ED Lobby - Memorial Hospital - Evening - Full Time

Sharp HealthCare•San Diego, CA

14d•$34 - $49

About The Position

The Patient Experience Navigator provides support for the implementation of programs and process designed to build patient and customer relationships for the hospital. The role supports operations for service and engagement trainings, interpretations of data and research, patient satisfaction improvement initiatives, reward and recognition and works collaboratively with executives, managers, physician leaders and all staff to assure effective implementing of tactics and strategies around patient experience.

Requirements

2 Years in a healthcare setting, preferably in a hospital or ambulatory setting.
Experience interpreting quantitative and qualitative patient experience data.
Preferably Press Ganey and HCAHPS data sets.
Experience coaching and mentoring executive, manager, physician and executive staff in patient experience tactics and strategies.
Previous experience creating a patient experience strategy, at minimum at a department level.

Nice To Haves

Bachelor's Degree in Social Work, Psychology, Behavioral Science or Hospitality.
2 Years patient experience role.
Lean Certification preferred.

Responsibilities

Listen to and review patient and family concerns for designated entity.
Must be able to respond verbally and in written form to the patient and family.
Coordinate with Patient Relations department when concerns progress to grievances.
Utilizes tools and worklists, if working in The Sharp Experience Center worklist, to identify patients to round on.
Assists with projects to improve the patient experience.
Assists with implementation of tactics around short and long-range improvement strategies and objectives with organizational and department goals.
Provides support to all team members, leadership, providers and key stakeholders in patient improvement strategies.
Create, present and teach strategies to improve the patient experience, to all team members.
Stays abreast of trends and best practices in the field.
Researching literature, attending seminars, training programs or related conferences.
Maintain familiarity with the work of staff to successfully identify appropriate contacts for project monitoring, data collection and sensing.
Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results.
Participates on committees and task forces as assigned, ensuring that critical objectives are clearly explained and action items are appropriately delegated.
Follows-up on action items as necessary to ensure completion of assignment.
Partners with clinical and non-clinical areas to develop department specific patient experience programs.
Provides consultative and process support in the planning, defining and validating of patient experience best practices.
Participates and supports patient experience committees and initiatives.
Leads unit specific patient experience education and supports new hire on-boarding.
Acts as point of contact for designated unit/nursing department and responds to patient experience inquiries related to measures, analysis, support and interventions.
Ability to handle potentially adversarial situations with composure and diplomacy; good follow-through ability.
Ensure Sharp HealthCare team members know and/or display Sharp Pillars, Behavior Standards, Core Values, Five Fundamentals of Service are displayed consistently throughout the entity.
Provides coaching and training on best practices consistent with handling of patients concerns; coordinates improvement initiatives resulting in enhanced organization/system’s image.
Identify areas and ways in which work methods can be improved to enhance the patient experience.
Develop and recommend improvements or redesigns in processes.
Focuses staff on continuously building customer satisfaction for patients, physicians, colleagues, the community and other departments served.
Engages staff in continually raising the bar in service excellence.