Patient Experience Specialist - Warren Clinic

Saint Francis Health System

13d•Onsite

About The Position

Reporting to the Director of Quality, the Patient Experience Specialist (PES) is a visible champion for improving patient experiences. The role provides measures, education, and coaching to help improve patient experience and performance on HCAHPS and other patient surveys. The PES collaborates with and coaches selected areas and departments, including senior leadership, department managers, and frontline staff, to develop and implement improvement strategies. Using specialized knowledge of HCAHPS and patient and physician satisfaction metrics, the PES helps develop programs and services through strategic training, coaching, and other tactics. The position analyzes feedback and metrics from patient surveys and comments, focus groups, advisory councils, complaints, direct observation, and manager and staff perspectives. It develops recommendations, reporting mechanisms, communication paths, and measures to evaluate improvement initiatives. The PES builds relationships and facilitates coaching, develops and delivers educational programs and training, supports recognition of patient experience excellence, and serves as a liaison and consultant to committees, leaders, and teams. The role collaborates with the Director of Quality on processes to improve the Saint Francis Health System patient and family experience and provides backup support to patient experience teams as needed. This is a full-time day position, scheduled Monday through Friday from 8:00 a.m. to 4:30 p.m., located in Tulsa, Oklahoma.

Requirements

Bachelor's degree required, preferably in a healthcare-related field.
8–10 years of closely related relevant work experience.
Strong interpersonal skills and ability to work effectively with frontline staff, senior management, department leaders, clinical staff, and physicians.
Strong coaching and consultative skills to guide and provide resources toward service excellence goals.
Excellent written, oral, and presentation communication skills; communicates openly, honestly, and objectively.
Ability to manage multiple projects and deadlines with strong organizational and project management skills and attention to detail.
Knowledge of HCAHPS, CG-CAHPS, and other patient experience survey instruments.
Computer literacy and experience with Word, PowerPoint, and Excel.
Ability to stay informed about education trends, literature, system goals, business strategies, and quality standards.

Nice To Haves

Master's degree preferred.
Clinical experience in a hospital environment strongly preferred.

Responsibilities

Analyze patient satisfaction scores, experience feedback, and metrics from surveys, comments, focus groups, advisory councils, complaints, direct observation, and manager and staff perspectives.
Formulate recommendations to improve scores and the patient experience.
Build reporting mechanisms and communication paths to engage key partners in identifying, developing, and implementing targeted improvement initiatives.
Develop metrics to evaluate the success of improvement initiatives.
Build relationships and foster open communication to facilitate coaching.
Develop in-services and educational programs, deliver targeted coaching and training, and facilitate education related to survey reporting systems, customer service trends, and other patient satisfaction improvement methods.
Support employee and department recognition of patient experience excellence through internal programs and informal recognition approaches.
Serve as a liaison and consultant to patient experience committees, senior leadership, facility leaders, and teams regarding service excellence improvements.
Collaborate with the Director of Quality to identify, develop, and implement processes to improve the Saint Francis Health System patient and family experience and satisfaction.
Provide backup and support for patient experience teams as needed.