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You’ll want to join Billings Clinic for our outstanding quality of care, exciting environment, interesting cases from a vast geography, advanced technology and educational opportunities. We are in the top 1% of hospitals internationally for receiving Magnet® Recognition consecutively since 2006.

And you’ll want to stay at Billings Clinic for the amazing teamwork, caring atmosphere, and a culture that values kindness, safety and courage. This is an incredible place to learn and grow. Billings, Montana, is a friendly, college community in the Rocky Mountains with great schools and abundant family activities. Amazing outdoor recreation is just minutes from home. Four seasons of sunshine!

You can make a difference here.

About Us

Billings Clinic is a community-owned, not-for-profit, Physician-led health system based in Billings with more than 4,700 employees, including over 550 physicians and non-physician providers. Our integrated organization consists of a multi-specialty group practice and a 304-bed hospital.Learn more (https://www.billingsclinic.com/about-us/) about Billings Clinic (our organization, history, mission, leadership and regional locations) and how we are recognized nationally for our exceptional quality.

Your Benefits

We provide a comprehensive and competitive benefits package to all full- and part-time employees (minimum of 20 hours/week), including Medical, Dental, Vision, 403(b) Retirement Plan with employer matching, Defined Contribution Pension Plan, Paid Time Off, employee wellness program, and much more.Click here (https://www.billingsclinic.com/careers/employee-benefits/) for more information ordownload the Employee Benefits Guide (https://ncstoragemlbillings.blob.core.windows.net/public/2021%20Billings%20Clinic%20Staff%20Benefits%20Guide.pdf) .

Magnet: Commitment to Nursing Excellence

Billings Clinic is proud to be recognized for nursing excellence as a Magnet®-designated organization, joining only 97 other organizations worldwide that have achieved this honor four times. The re-designation process happens every four years. Click here (https://www.billingsclinic.com/campaign-landing-pages/magnet/) to learn more!

Pre-Employment Requirements

All new employees must complete several pre-employment requirements prior to starting. Click here (https://billingsclinic.csod.com/ats/careersite/search.aspx?site=15&c=billingsclinic) to learn more!

Patient Experience Advisor

OFFICE OF PATIENT EXPERIENCE (Billings Clinic Main Campus)

req10517

Shift: Day

Employment Status: Full-Time (.75 or greater)

Hours per Pay Period: 1.00 = 80 hours every two weeks (Exempt)

Starting Wage DOE: $29.08 - $36.34

The Patient Experience Advisor is responsible for collaboration with Billings Clinic departments and leaders to ensure the best possible patient experience. This role focuses on proactive approaches with education and best practices and serves as a consultant to department leaders and their teams with a focus to improve patient experience and reduce patient complaints. The Patient Experience Advisor identifies opportunities through survey data and in collaboration with leaders, then organizes and leads education for team members to improve patient experience. The Patient Experience Advisor acts as a liaison between customers, patients and/or their families and Billings Clinic (i.e., support, clinical departments, and administration). Researches and investigates concerns and offers resolution. Provides insight and information as it relates to both improvement and complaint management processes. Executes patient experience strategy to improve the experience of all Billings Clinic patients and enable industry leading performance in CAHPS, which impacts reimbursement and reputation. Creates reports and shares metrics, which may include service recovery data, patient survey data, HCAHPS and other quantitative and qualitative data. Facilitates patient and/or family meetings. Patient Family Advisory Council. Investigates and documents the patient's concerns and works with clinical and support staff to coordinate a response to the patient. Collaborates with Risk Management, Corporate Compliance and Legal Department to resolve issues that may involve Risk to the organization. Compiles, analyzes and interprets findings/trends for further review by institutional leadership in order to forecast process and service improvement initiatives. Assists and leads training and education projects. Assists managers and providers to navigate the patient survey data, service recovery and feedback system. Supports development of strategic direction, in partnership with leaders, for patient experience objectives. Sits as an active member on quality and safety committees related to patient experience and improvement opportunities.

Essential Job Functions

• Supports and models behaviors consistent with Billings Clinic’s mission, vision, values, code of business conduct and service expectations. Meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental and outside agency standards as it relates to the environment, employee, patient safety or job performance.

• Demonstrates patient-centered and customer focus by treating patients/customers as top priority to meet or exceed needs and expectations

• Contributes ideas and suggestions and participates in activities that improve systems, processes, and service for patients and customers

• Engages in monitoring and evaluating feedback and data from patients and customers to improve service and work unit's performance

• Assists with development and delivery of education focused on the Patient and Family Experience.

• Effectively gathers, documents, triages, and documents patient feedback for follow-up: concerns, suggestions and compliments.

• Supports an inclusive work environment by actively discouraging negative cultural, racial, religious, age, disability, socioeconomic, education, sexual orientation, veteran status, marital status, or gender stereotypes.

• Ensures that issues are dealt with quickly to avoid issue escalation.

• Documents according to department standards and ensures timely follow-up in accordance with regulatory requirements.

• Demonstrates to ensure patient comfort and understanding, accurately reflecting the concerns of patients/family members/customers and Billings Clinic.

• Displays strong listening, collaboration and investigation skills, with peers in event reviews and receiving feedback as part of an internal accountability process.

• Demonstrates exceptional customer service skills in face to face and phone conversations with patients, family members, Billings Clinic staff and administration with system and individual issues.

• Demonstrates basic knowledge of the consultation model and soft skills used to drive improvement: facilitation, motivational interviewing, conflict resolution, change management and effective communication (i.e., listening, empathy).

• Listens attentively to patients and customers to ensure understanding and delivery of personalized service

• Helps develop team cohesiveness by offering assistance to team members and aligns individual work efforts to meet work unit and organizational goals for service excellence.

• Contributes to the enhancement of group effectiveness information, collaborating with other team members, and providing constructive feedback.

• Promotes confidentiality, respect, and dignity for all persons.

• Demonstrates effective problem resolution skills, consistent over time.

• Demonstrates tact and diplomacy when handling difficult situations.

• Provides direct, collaborative feedback.

• Communicates using relationship-centered principles that convey empathy with others while maintaining discretion, diplomacy and effective problem solving.

• Attends and participates in classes, seminars, workshops, and other continuing education as appropriate to maintain and enhance professional knowledge and/or job skills.

• Communicates with Patient Experience Director and colleagues concerning problems and issues on a day-to-day basis; prioritized work and projects based on need or significance.

• Under the direction of the Patient Experience Director with input from colleagues, this position works closely with all team members to address patient concerns.

• Facilitates point of service resolution when appropriate

• Demonstrates exceptional customer service skills in face to face and phone conversations with patients, family members, Mayo staff and administration.

• Helps manage the service recovery program, including tracking all service recovery tools provided to dept/unit, and reconciling usage logs if appropriate. Must demonstrate strong organizational skills.

• Ensures confidentiality of records and patient satisfaction survey data.

• Identifies needs and sets goals for own growth and development; meets all mandatory system/departmental requirements.

• employee or patient safety standards relevant to job performance.

Minimum Qualifications

Education

• Bachelor's degree in health-related field, including Nursing or Behavioral/Social Sciences. Or an equivalent combination of education and experience will be considered as it relates to the aboveHealthcare coaching certification or training equivalent

Experience

• Or an equivalent combination of education and experience relating to the above tasks, knowledge, skills and abilities will be considered.

Certifications and Licenses

• National Society of Healthcare Coaches or equivalent training

Billings Clinic is Montana’s largest health system serving Montana, Wyoming and the western Dakotas. A not-for-profit organization led by a physician CEO, the health system is governed by a board of community members, nurses and physicians. Billings Clinic includes an integrated multi-specialty group practice, tertiary care hospital and trauma center, based in Billings, Montana. Learn more atwww.billingsclinic.com/aboutus (https://www.billingsclinic.com/about-us/)

Billings Clinic is committed to being an inclusive and welcoming employer, that strives to be kind, safe, and courageous in all we do. As an equal opportunity employer, our policies and processes are designed to achieve fair and equitable treatment of all employees and job applicants. All employees and job applicants will be provided the same treatment in all aspects of the employment relationship, regardless of race, color, religion, sex, gender identity, sexual orientation, pregnancy, marital status, national origin, age, genetic information, military status, and/or disability. To ensure we provide an accessible candidate experience for prospective employees, please let us know if you need any accommodations during the recruitment process.