Patient Experience Specialist

MyMichigan Health • Midland, MI

2d • Onsite

About The Position

Supports Patient Experience efforts at MyMichigan Health through managing data tools; developing reports; providing analysis, interpretation and recommendations; and working with departments and staff throughout the organization to understand research results with the goal of assisting with the implementation of strategies to improve the patient experience. Prepares regular and ad hoc reports for Board of Directors, managers, executives and staff; troubleshoots reporting issues; assists with data stream and data structure projects; and provides counsel, training and presentations related to patient experience results. Works with Chief Patient Experience Officer to assist with all quantitative and qualitative research that serve to guide patient experience initiatives. Provides support for Patient Relations line including service recovery, tracking of grievance and complain resolutions, processing of resolution letters, and quarterly reports to Board of Directors specific to grievances and complaints.

Requirements

• Minimum of 2 years of relevant experience in data management and analysis.
• Proficiency in applications such as electronic spreadsheets, large databases, visualization tools, business intelligence tools, database applications and/or statistical software, and word processing packages.
• Creative, flexible, open to change, results-oriented, organized.
• Demonstrates self-directedness with critical thinking and ability to resolve problems.
• Understanding of statistical methods, cross tabulation, survey design and methodology, process improvement principles and CAHPS methodology.
• Excellent interpersonal and relationship-building skills, demonstrated by ability to work in teams in collaborative manner.
• Strong written and verbal communication skills, as well as client relations skills.
• Mandatory Occupational Safety and Health Administration (OSHA) training must be completed annually according to the Exposure Control Plan.
• Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position.
• Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description.
• Overall vision and hearing is necessary with or without assisted device(s).
• Frequently required to sit/stand/walk for long periods of time.
• May require frequent postural changes such as stooping, kneeling or crouching.
• Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.
• Overall dexterity is required including handling, reaching, grasping, fingering and feeling.
• May require repetition of these movements on a regular to frequent basis.

Nice To Haves

• Master's degree in any related field preferred.

Responsibilities

• Supports system-wide Patient Experience efforts through producing or coordinating reports that are used by all levels of the organization.
• Provides analysis, interpretation and presentation of results as needed.
• Produces quarterly reports for corporate and subsidiary Boards of Directors.
• Obtain and organize data necessary to support MyMichigan Medical Group provider compensation plan.
• Troubleshoot data and results reporting platform issues; coordinate data maintenance; ensure ongoing data consistency; and functions as primary contact for staff requests sent to [email protected].
• Acts as internal expert on results reporting platform PRCeasyview.com and supports staff using this tool through counsel and training.
• Develops documentation and education materials to help staff use the platform and understand research results.
• Participate as a patient experience representative on process improvement teams.
• Directs inquiries and concerns received by Patient Relations call line to appropriate staff members and provides immediate service recovery as appropriate.
• Tracks timeliness of resolutions to grievances and complaints, prepares quarterly board reports specific to grievances and complaints.
• Processes resolution letters according to CMS requirements.
• Provides regular reporting for ongoing patient experience monitoring activities, including monthly and quarterly reporting for Employee Incentive Program and quarterly reporting for subsidiary and corporate boards of directors.
• Addresses requests and assists with troubleshooting issues directed to [email protected] inbox.
• Provides ongoing support to medical and administrative leaders on their use of the patient experience results reporting platform.
• Participates in appropriate teams and committees presenting results, ensuring relevant reporting to meet group needs, and providing counsel and recommendations related to survey results and methodology.
• Develops and maintains standard formats to promote the consistent display, interpretation and presentation of data.
• Assists Chief Experience Officer with data structure modifications and survey methodology projects.
• Provides analysis, interpretation and recommendations regarding patient experience issues.
• Monitors compliance with regulatory requirements related to patient experience data submission.
• Assists department with other patient experience strategies and initiatives.
• Answer Patient Relations line, perform triage and immediate service recovery as appropriate.
• MyMichigan Health is a technology driven organization and employees need to demonstrate competency in Microsoft� Windows.
• An employee may be required to participate in further learning opportunities offered by MyMichigan Health.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level