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Northern Light Health

Department: Patient Experience

Position is located: Cianchette Professional Blding

Work Type: Full Time

Hours Per Week: 40

Work Schedule: 8:00 AM to 4:30 PM

Summary:

The Patient Experience Improvement Coordinator collaborates, organizes, supports and actively participates in patient experience related improvement activities within Northern Light Health. The coordinator utilizes patient experience best practices to serve as an enthusiastic resource to leaders, frontline staff, and physicians to implement strategies to improve patient experience and performance on CAHPS and other patient surveys. Under supervision of the Patient Experience Manager and in partnership with Patient Experience Program Manager at each member organization, the coordinator will lead efforts to implement improvement projects, while continuously monitoring progress and ensuring that initiatives align with goals. The coordinator will support the Patient Experience Program by running specific projects at any member organization when needed. The coordinator may be deployed out to any member organization as needed to assist in live time point of care improvement efforts.

Responsibilities:

+ Supports collection and analysis of patient experience survey data, assisting in determining opportunities for improvement.

+ Partners with Patient Experience Program Managers at each member to drive improvement in patient experience based on opportunities identified. Including travel to all member organizations on a regular cadence.

+ Provides educational support to staff across the system on patient experience efforts and priority areas as established by the Manager of Patient Experience.

+ Works with the patient experience team to ensure patient comment and survey data is being shared and distributed appropriately to key leaders and stakeholders.

+ Works with patient experience team and leaders to leverage patient comments and data to facilitate ongoing and consistent recognition of staff.

+ Rounds with patients and staff on a regular basis to collect data to obtain feedback and support initiatives.

+ Other Duties.

Other Information:

Competencies and Skills

+ Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.

+ Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.

+ Develops Self and Others:Takes responsibility for engaging in professional self-development activities and programs. Strives to gain insight into their own values, strengths and weaknesses, interests and ambitions and takes action in order to enhance competencies and skills when possible. As a leader, encourages and guides employees towards growth opportunities to enhance performance and help them reach goals. Reviews and analyzes employees' strengths and weaknesses to distinguish their talents and development needs, and to ensure they are enhanced appropriately.

+ Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.

+ Spreadsheet application with the ability to use calculations, formulas, graphing tools, pivot tables, and a macro programming.

+ Word processing, spreadsheets, data entry, database experience and other computer related skills.

+ Email application with the ability to manage email as well as calendars, managing tasks and contacts, note taking, journaling, and web browsing.

+ Presentation software with the ability to create presentations with the ability to incorporate animation, audio, video, time delays, as well as designing themes and variants with animations and effects.

+ MS Teams

+ Word process application with the ability to create and edit documents, format, use tables, apply footnoting, create table of contents and mail merge techniques.

+ Provides Patient-Centered Care: Demonstrates understanding of patient care quality and service as organizational priority. Proactively supports change to improve patient experience and results. Exhibits the ability and willingness to find out what the patient wants and needs and to act accordingly, taking the organizational and outside resources into account. Cooperates, collaborates, communicates, and integrates care within and between teams to ensure that care is continuous and reliable.

+ Business intelligence and data analysis software.

+ Utilizes Resources Effectively: Understands how to get the most out of available resources and uses cost-benefit thinking in decision-making and in setting priorities. Monitors and analyzes resource usage to identify and eliminate areas of waste and maximize resources. As a leader, defines targets and provides appropriate means; oversees progress and makes adjustments when necessary. Appropriately delegates work, sets clear direction and manages workflow and time.

+ Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.

+ Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of belonging, empowerment, and cooperation.

+ Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.

+ Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.

Education

+ Required Associate's Degree

Required Experience

+ 1 year/years of Relevant Work Experience

Working Conditions

+ Need to travel to perform responsible duties

+ Work with computers, typing, reading or writing.

Brewer, Maine, Corporate Office, Cianchette, Foundation, Finance, Human Resources, Legal Services

Position Patient Exp Improvement CoordLocation Req ID null