Patient Family Experience Consultant

Trinity Health•Maywood, IL

About The Position

The Patient Family Experience (PFE) Consultant leads patient experience (PX) data analytics and implements region-wide, evidence-informed PX improvements across Illinois and Indiana. The role supports systemwide targets, external regulatory measures, and patient-centered care by collaborating with system, region, and ministry leaders, physicians, and teams. The consultant supports data access and educates and coaches colleagues on data use and action planning; implements quality assurance and monitoring for PX analytics; and applies project management and performance improvement methods to PX projects. The role coordinates with safety, quality, and internal experts on practice and process action plans, and conducts education, rounding, and coaching to support best practices, including ICARE. The consultant also supports the Illinois volunteer program through volunteer supervision and program development. The consultant provides and validates internal and external PX reporting, supports survey methodology and data quality, manages regional vendor access, and helps leaders develop and sustain improvement plans. The role works across Illinois and Indiana to identify and implement PX improvements, using current evidence and best practices. It also supports volunteer recruitment, onboarding, training, compliance documentation, and program evaluation; participates in Patient Family Advisory Council meetings; shares PX resources and learning across Trinity Health ministries; and partners with Marketing on patient-facing communications and publication of patient comments. The consultant is expected to model Trinity Health’s Mission, Values, Vision, Actions, and Promise and maintain knowledge of applicable laws, regulations, compliance requirements, policies, and safe work practices.

Requirements

Bachelor’s degree.
At least 3 years of previous job-related experience.
Basic keyboarding skills.
Microsoft Excel skills.
Microsoft PowerPoint skills.
Microsoft Word skills.

Responsibilities

Lead patient experience data analytics and reporting, including CAHPS surveying, to ensure accurate and timely access to KPIs.
Provide internal and external PX reporting for huddles, monthly committees, leadership reviews, quarterly physician-specific data, and on-demand requests.
Partner with site-level Magnet program directors to provide and validate data for ANCC accreditation.
Support survey methodology strategy, including clinic and unit mapping, lookback periods, and CAHPS sampling.
Implement quality assurance and monitoring practices for vendor-provided data and escalate issues to the system office.
Manage regional vendor access for users.
Educate and coach colleagues on data access, internal and regulatory surveying, data use for improvement, and effective action planning.
Partner with leaders to develop plans to improve and sustain PX, and identify opportunities to recognize best practices throughout the ministry.
Coach leaders on rounding best practices, round on patients as needed, and model ICARE in interactions with patients, colleagues, and family members.
Work with leaders, physicians, and teams across Illinois and Indiana to identify PX improvement opportunities.
Apply project management and performance improvement tools to plan, coordinate, implement, and evaluate PX improvements in support of system and regulatory targets.
Identify and incorporate current evidence and best practices, including rounding, rapid improvement cycles, and recognition, to support compassionate, person-centered care.
Provide education and training during colleague onboarding, and present PX efforts at committees, leadership forums, and other identified venues.
Support volunteer engagement and programming in Illinois, including volunteer recruitment, onboarding, and optimization of volunteer services.
Use the volunteer management system to capture and report volunteer hours accurately and ensure compliance with onboarding and ongoing training documentation.
Train clinical staff and leaders on volunteer scope, procedures, guidelines, and effective ways to work with volunteers.
Evaluate volunteer roles and partner with internal stakeholders to identify opportunities.
Supervise and support volunteers and manage expectations.
Participate in planning and facilitating Patient Family Advisory Council meetings.
Maintain awareness of current evidence and best practices and incorporate them into practice.
Use process improvement and project management tools to develop and implement practices in daily operations.
Attend system-wide PX and volunteer meetings and share learnings across Trinity Health ministries.
Identify and develop PX resources and disseminate them through channels such as presentations, PX SharePoint, and huddles.
Seek to elevate LUHS PX at national conferences and/or through publications.
Partner with Marketing to develop patient-facing PX communications and support the process for publishing patient comments.
Demonstrate Trinity Health’s Mission, Values, Vision, Actions, and Promise in behaviors, practices, and decisions.
Maintain working knowledge of applicable laws, regulations, compliance requirements, policies, procedures, and guidelines to support ethical, professional, and safe work practices.