Specialist Patient Exp Improv

St. Elizabeth Healthcare•Fort Thomas, KY

About The Position

The Patient Experience Specialist will work with staff and key system stakeholders to facilitate improvements to patient experience and the patient experience design process and to drive meaningful process changes and patient satisfaction improvements from a patient-centered perspective. Patient Experience Specialists will also engage physicians to gather data and feedback to enable a positive experience and interaction between providers and patients. Demonstrate respect, dignity, kindness and empathy in each encounter with all patients, families, visitors and other employees regardless of cultural background.

Requirements

Bachelor’s degree in Nursing, Human Resources, Communications, or related field. Bachelors degree
Excellent verbal and written communication skills.
Basic computer knowledge, including Microsoft Office suite of products, including Word, Excel, Power Point, Outlook.
Customer service skills: positive, professional, and respectful demeanor
Ability to explain processes and experiences in a visual manner
Ability to leverage data to guide insights and ideas
Ability to assess problems and identify solutions
Ability to work with clinical and non-clinical stakeholders to improve patient experience
Commitment to quality and always putting the patient first
Professional competencies: Process and Quality Improvement Healthcare Delivery Operations Training and Education Project Management Performance Analysis and Reporting Customer Service Relationship Management Innovative Thinking Execution Against Plans Strategic Planning
Three to five years of customer service experience
6 years of job –related experience
2 years managing complex projects
2 years supervisory experience
Experience in leading and facilitating work groups and teams
Demonstrated experience with patient experience initiatives

Responsibilities

Patient Experience Design & Implementation
Collaborate with quality and care management teams to support patient experience design
Conduct focus groups, interviews, and field study to assess patient experience and opportunities for improvement of patient experience
Prepare and conduct patient experience design workshops as needed
Produce patient experience reports as needed
Leverage data to generate insights and ideas
Synthesize data and research about best practices to apply to patient experience design
Report findings and communicate results about best practices to key stakeholders
Identify opportunities for improvement of Patient Experience and collaborate with Quality Improvement team to perform due-diligence on opportunities for improvement
Abide by regulatory standards and organizational policies to manage complaint process
Collaborate with Quality Improvement team to implement Patient Experience Improvement projects
Utilize appropriate tools and templates to support patient experience design
Collect patient experience data system-wide to identify potential opportunities to improve patient experience
Implement service improvement plans across St. Elizabeth hospitals
Internal Consultant
Serve as internal consultant for patient experience performance teams and councils, using data to analyze and assess needs, identify solutions and drive decision-making.
Incorporate appropriate solutions to achieve results including process improvements and/or learning initiatives.
Utilize adult learning theories and learning methodologies as appropriate.
Monitor effectiveness and impact of initiatives.
Evaluate results against business drivers and organizational goals.
Change Agent
Collaborate with stakeholders, provide direction and guidance to team members on creation of project deliverables.
Manage communication and relationships with stakeholders throughout all phases of project cycle, ensuring that their needs and expectations are met.
Facilitate project and council team discussions and keep members appropriately informed.
Project Management & Research
Develop tools, plans, and project tracking processes to guide patient experience improvement efforts.
Create work plans, products and project deliverables independently.
Oversee the creation of work products by others to ensure quality.
Perform problem analysis and solutions.
Knowledge for Best Practices
Establish and maintain an in-house knowledge base of best practices relevant to patient experience topics and functions and disseminate as appropriate to leaders and teams.