Regional Patient Experience Consultant

Trinity Health•Athens, GA

About The Position

Provides leadership to enhance the transparency and accountability of all Patient Experience (PX) action plans in the areas supported. Ensure that PX data meets the needs of all physicians, department and site members of the healthcare team. This position is responsible for the services provided throughout the Regional Health Ministry (RHM), including all ambulatory sites. RHM is defined for this position as all sites for Trinity Health Georgia. The position focuses on developing and improving the knowledge and understanding of PX data, best practices and coaching leaders on implementation of well-developed action plans that achieve results. This position contributes to the growth and development of colleagues throughout the region by facilitating a variety of experience training, as determined by system and organizational needs (e.g. ICARE). This position is responsible for improving the quality of communication regarding PX, ensuring cost-effective use of resources, standardization of approaches within the RHM and collecting and utilizing data in program management. This position has a significant role in collaborating with Senior Leaders and Managers of all departments, in order to align PX action plans with organizational priorities such as quality and patient safety and assists leadership in the assessment and efficacy of said action plans.

Requirements

Basic Keyboarding Skills
Microsoft Excel
Microsoft Power Point
Microsoft Word
Ability to analyze and interpret data
Ability to communicate verbally
Ability to compile complex reports and develop presentations
Ability to compose letters and memorandums
Ability to deal calmly and courteously with people
Ability to deal with stressful situations
Ability to finish tasks in a timely manner
Ability to follow oral and written instructions and established procedures
Ability to function independently and manage own time and work tasks
Ability to lead work teams
Ability to maintain accuracy and consistency
Ability to maintain confidentiality
Ability to negotiate, persuade and establish direction
Ability to perform basic filing, office procedures and word processing
Ability to organize workflow
Ability to plan, coordinate and develop multiple projects
Ability to work as an effective team member
Skilled job requiring high level of adaptability & interpersonal skills
Bachelors Degree or equivalent training acquired via work experience or education.
5-7 years of previous job-related experience as a patient experience leader

Nice To Haves

Lean certification preferred
Masters Degree preferred
Access Qualtrics

Responsibilities

Ensures day-to-day regional operations provide data and information to leaders in order to improve the patient experience in all sites of care.
Rounds regularly with leaders to support implementation of effective practices, evaluate outcomes, provide service recovery, and identify ongoing opportunities for improvement.
Coaches leadership in the development of action plans to improve and sustain improvement.
Identifies regular opportunities to recognize best practice throughout the ministry.
Ensures that departments receive the information they need to update the daily huddle processes, rounds at various Tier 2 and 3 huddles, and work with other colleagues to identify opportunities for recognition of staff and physicians.
Provides training and education during new colleague orientation and plays a significant role in the onboarding of new managers regarding the patient experience challenging but achievable goals.
Shares best practices and system recommendations for colleague engagement and knows the results of colleague engagement and safety in the supported departments.
Participates in leadership meetings throughout the health ministry in order to facilitate understanding and utilization of PX data and provide input into the development of tactical and strategic plans designed to exceed organizational objectives.
Ensure that all information provided to leadership is accurate, timely, validated and communicated in a way to enable creation of a robust action plan.
Works in partnership with physicians, clinical sites, hospital departments in order to exceed organizational and system goals for the PX.
Collaborate with the Regional MGR of Volunteer Services on volunteer opportunities to enhance patient experience, participate in Patient and Family Advisory Committees (PFAC), and ensure that PFAC input is a key part of all action plans.
Grievance writing and ensuring policy is always followed.
Partners with Inpatient Units, Ambulatory Clinics, Physician Groups and Hospital Departments to enhance understanding of PX principles and action planning designed to break down barriers.
Ensure that supported departments are aware of Key Drivers for Performance, targets for coming year, and performance required to attain goal, top quartile and top decile performance.
Demonstrate a continual improvement in the nature and substance of PX information offerings, making sure the voice of the customer is always considered through comment analysis.
Maintains awareness of best practices in the industry and participate in TH groups to share and learn from best practices.
Work with Reg CNO to develop annual plan for improvement in services 3 months in advance of budget preparation, and to have input into quarterly forecasting.
Develops best practices and presents at the system and national level.
Submits one presentation annually in partnership with a supported department/service line.
Achieves or exceeds organizational objectives regarding cost management.
Has input into policies/procedures that ensure cost-efficiency and enhance productivity and availability of services.
Partners with Qualtrics and other vendors to develop the kind of auto-generated reports that will reduce the need for some analytics work, and manual work on the part of leadership.