PNS Patient Experience Coord

Lexington Medical Center

4d

About The Position

Coordinates the planning, development and execution of physician network wide service excellence and patient experience programs. Responsible for a data driven program that collects, tracks and analyzes service excellence and patient experience trends for optimizing service outcomes. Researches, reviews and implements best practices for patient experience. Facilitates consistent messaging, training and measurement to create a patient centered culture. Demonstrates, encourages and develops collaborative working relationships with all internal and external customers (patients, families, physicians, and staff). Assists in the development and support of patient experience champions within the physician network practices.

Requirements

• Minimum Education: Bachelor's Degree in Healthcare or Business related field
• Minimum Years of Experience: 3 Years of experience in a health care environment to include process improvement, patient experience, project management and managing cross functional teams and projects.
• Substitutable Education & Experience: None.
• Required Certifications/Licensure: None.
• Required Training: Working knowledge of quality improvement principles, project management and team facilitation such as Lean, Six Sigma, PDSA, etc.
• Proficiency with basic statistical management, interpretation and representation of patient experience data.

Responsibilities

• Develop, implement and coordinate successful strategies to improve the patient experience within the physician network.
• Provide management and guidance regarding patient experience data collection, tracking, report distribution and communication.
• Evaluate program effectiveness by measuring and tracking program quality and outcomes.
• Assist in the facilitation of the physician network patient experience council and collaborate with leadership to organize and implement physician network patient experience practice level teams and other patient feedback forums.
• Develops, facilitates and supports physician network patient experience practice level teams to coordinate the implementation of both physician network and site based patient experience initiatives.
• Collaborates with other physician network stakeholders to analyze data and work flows, performing gap analysis and implementing improved processes that lead to improved patient experience outcomes.
• Identifies system/ process related issues and works collaboratively with leadership and staff to improve.
• Escalates and communicates patient experience data (patient satisfaction/ CGCAHPS) and patient compliments/ concerns and collaborates with leadership and staff on a regular basis to ensure optimal patient experience.
• Maintains and administers a process for receiving, documenting, tracking, trending and facilitating resolution for issues, concerns and expectations of patients within the physician network.
• Establish and support a culture of service excellence throughout the physician network by implementing aligned incentives, effective measurement and reporting tools, an accountability program and effective communication of performance.
• Serves as a resource for performance improvement efforts in support of the patient experience.
• Supports patient experience champions (physicians, clinical staff, practice managers, leadership) as needed to promote patient centered behaviors and work environments.
• Maintains an active understanding of current thinking and innovative programs regarding the patient experience both locally and nationally.
• Knowledge expert and internal resource for patient experience information that may impact payment programs such as Value Based Purchasing and third party payer programs.
• Performs all other duties as assigned.

Benefits

• Day ONE medical, dental and life insurance benefits
• Health care and dependent care flexible spending accounts (FSAs)
• Employees are eligible for enrollment into the 403(b) match plan day one. LHI matches dollar for dollar up to 6%.
• Employer paid life insurance – equal to 1x salary
• Employee may elect supplemental life insurance with low cost premiums up to 3x salary
• Adoption assistance
• LHI provides its full-time employees employer paid short-term disability and long-term disability coverage after 90 days of eligible employment
• Tuition reimbursement
• Student loan forgiveness

What This Job Offers

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