Reporting to the Manager of Patient Experience, the Patient Experience Specialist serves as a visible and enthusiastic champion in providing the measures, education and coaching needed to build improved excellent patient experiences. The PES collaborates with and actively coaches select areas and/or departments including/involving senior leadership, department managers and frontline staff to develop and implement strategies to improve the patient experience and performance on HCAHPS and other patient surveys. Utilizing specialized knowledge and metrics related to HCAHPS surveys and Patient and Physician Satisfaction scores, the Patient Experience Specialist collaborates in the development of programs and services designed to improve scores by initiating strategic training, coaching and tactics.
Minimum Education: Bachelor's Degree required preferably in a healthcare-related field. Masters degree preferred.
Licensure, Registration and/or Certification: None.
Work Experience: 8 - 10 years of closely related relevant experience with a strong preference for clinical experience in a hospital environment.
Knowledge, Skills and Abilities: Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders (including front line staff, senior management, department leaders, clinical staff and physicians) to creatively solve problems, guide and influence people. Ability to utilize strong coaching/consultative skills to provide guidance and resources in the achievement of service excellence goals. Excellent communication and presentation skills - both written and oral; communicating in an open, honest and objective manner. Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills and a strong attention to detail. Knowledge of HCAHPS, CG-CAHPS, and other such patient experience survey instruments. Strong computer literacy and software experience - Word, PowerPoint, Excel. Ability to stay informed of current education trends, literature, system goals, business strategies and quality standards.
Essential Functions and Responsibilities: Accountable for analyzing and subsequently utilizing patient satisfaction score/experience feedback and metrics from a variety of sources (patient surveys/comments, focus groups, advisory councils, complaint information, direct observation, manager/staff perspectives) to formulate recommendations for improving scores and improving the patient experience. Builds reporting mechanisms and paths of communication to advise and engage critical and key partners in identifying, developing and implementing targeted improvement initiatives. In addition, builds metrics to determine success of improvement initiatives. Responsible for building successful relationships, fostering open and frank communications in order to facilitate coaching. Develops in-services, delivers educational programs, delivers targeted coaching/training and facilitates coaching, training, and education related to the utilization of the patient satisfaction survey reporting system, customer service trends, and other methodologies to improve patient satisfaction scores and improve the patient experience. Ensures appropriate employee and department recognition of patient experience excellence through use of internal recognition programs and development of informal approaches to team and associate recognition. Serves as a liaison and consultant to patient experience committees, senior leadership, facility leaders, and teams to coach service excellence improvement opportunities. Collaborates with the director of quality in the identification, development, and implementation of all evolutionary processes relating to the improving the SHFS patient and family experience and satisfaction. Provides back up and support for patient experience team(s) as needed.
Quality Attainment/Outcomes Measurements - Yale Campus Location: Tulsa, Oklahoma 74136 EOE Protected Veterans/Disability
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