"Alerted.org

Job Title: Patient Experience SpecialistDepartment: Patient Experience Location: Riedman Campus Hours Per Week: 40Schedule: Monday - Friday Days SUMMARY:

Under the direction of the Senior Director, Patient Experience, the Patient Experience Specialist plays a pivotal role in enhancing the overall patient experience within the healthcare organization. This individual is responsible for coordinating and managing patient experience improvement initiatives, supporting the development and execution of workflows, and fostering a culture of collaboration and hospitality. The role involves working closely with leadership, staff, and clinical teams to identify creative solutions, implement best practices, and ensure the highest standards in elevating the patient experience.

Unit/Department Specific Info>

RESPONSIBILITIES:

+ Coordinate and manage patient experience improvement initiatives.

+ Manage logistical and administrative aspects of patient experience projects.

+ Collaborate with leadership and care teams to develop workflows and execute improvement plans.

+ Collaborate with clinical and operational leaders to identify, design, implement, and evaluate quality improvement projects and initiatives to enhance patient outcomes.

+ Participate and collaborate with performance improvement teams.

+ Provide recommendations to senior leadership on quality-related metrics and activities.

+ Create and provide education and coaching support for leadership and care teams regarding patient experience initiatives.

+ Foster a culture of continuous learning and improvement by delivering ongoing education on patient experience topics.

+ Audit and track project performance relative to goals.

+ Disseminate patient experience quantitative and qualitative data reports.

+ Review patient experience scores with leadership to identify gaps and help set goals.

+ Produce comprehensive visuals, reports, and present findings to relevant stakeholders.

+ Use data-driven insights to recommend areas for improvement.

+ Ensure activities comply with regulatory standards and partner with leadership to ensure measures align with designations to enhance outcomes.

+ Support the management of service alert processes, and address any issues or complaints as they arise.

+ Serve as a liaison between patients, families, and healthcare providers to address concerns related to patient experience.

+ Serve as a lead and role-model in fostering a culture of collaboration and hospitality.

+ Advocate for patient experience initiatives and promote a transparent communication culture within the organization.

+ Mentor unit and department leaders, physicians, staff, and team members in establishing and embedding consistent practices for experience elevation through project management support and promotion of best practice use.

+ Travel locally to various sites to provide support for patient experience improvement

+ Performs other duties as assigned

REQUIRED QUALIFICATIONS:

+ Certification as a Certified Patient Experience Professional (CPXP) required or must be obtained within three years of hire.

+ Bachelor’s degree in healthcare management, organizational development, organizational psychology, nursing, or a related field.

+ Minimum of 3 years of experience in healthcare, quality improvement, or a related field.

+ Minimum 1 year in patient experience and/or customer experience improvement work.

PREFERRED QUALIFICATIONS:

+ Master’s degree in healthcare administration, organizational development, organizational psychology, nursing, or a related field preferred.

+ 5-7 years working in a fast-paced, dynamic, cross-functional team environment.

+ Lean certification or proficiency in Lean process improvement methodologies.

+ Demonstrates a commitment to continuous improvement.

+ Excellent communication skills (in-person, telephone, and written) for interactions with patients, families, staff, and external clients at different levels.

+ Exceptional customer service, strategic thinking, and problem-solving skills.

+ Proven project management skills and experience in creating and sustaining organizational change.

+ Motivated, self-starter with ability to independently coach and train staff.

EDUCATION:

LICENSES / CERTIFICATIONS:

PHYSICAL REQUIREMENTS:

S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.

PAY RANGE:

$65,000.00 - $87,500.00

CITY:

Rochester

POSTAL CODE:

14617

The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.

Rochester Regional Health is an Equal Opportunity/Affirmative Action Employer. Minority/Female/Disability/Veterans by a prospective employee and/or employee’s Physician or delegate will be considered for accommodations.