Overview
Be inspired. Be rewarded. Belong. At Emory Healthcare.
At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:
- Comprehensive health benefits that start day 1
- Student Loan Repayment Assistance & Reimbursement Programs
- Family-focused benefits
- Wellness incentives
- Ongoing mentorship, development, and leadership programs
- And more
Work Location: Atlanta, GA
Description
- Supports Emory Healthcare inpatient and ambulatory divisions by providing in-depth proactive consultation, training, coaching, analytics, and strategic support to managers, staff, and physicians for patient experience improvement
- Serves as a consultant to routinely discuss, implement, and audit best practices for improving patient experience
Strategic Patient Experience Performance Improvement
Provides creative solutions to exceed expectations, create loyal customers, generate positive word-of-mouth advertising, and meet patient experience survey goals
Performs gap analyses, patient journey mapping, and leads multiple performance improvement tests of change with a human-centered design lens
Co-designs culture change strategies with stakeholders to achieve organizational goals
Prepares training courses, tools, and presentations to support patient experience strategy
Identifies coaching opportunities to build capacity for underperforming care team members in collaboration with stakeholders, providing shadowing, auditing, and individual coaching sessions
Drives patient experience improvement programs in partnership with key stakeholders
Collaboration, Integration & Staff Management
Partners with local leadership to engage team members and volunteers for improvement initiatives
Rounds in clinical areas and provides real-time coaching
Provides coaching and training on service recovery, best practices, patient communications, reward and recognition, and service data retrieval and analysis
Performs rounds and audits in partnership with clinical and operational teams to support process improvement and patient experience strategies
Collaborates with care teams to integrate patient experiences into ongoing quality improvement efforts
Collaborates with interdisciplinary teams to drive patient experience-based improvement initiatives
Develops and implements patient experience recognition initiatives to celebrate and reward high-performing departments and individuals that consistently demonstrate service excellence
Actively participates in improvement projects that improve workflows, efficiency, accuracy, and quality of the care experience
Metrics, Data & Patient Experience Reporting
Demonstrates proficiency in qualitative and quantitative patient experience data collection, analysis, and reporting, including focus groups
Continually monitors patient experience data and analyzes results, collects and reports feedback, conducts gap analyses, identifies critical factors for success, and convenes multidisciplinary teams for process improvement initiatives
Leads the creation, review, and timely distribution of reports for patient experience accountability and goal setting
Identifies trends, areas of concern, and opportunities for improvement, and provides actionable insight for fiscal year improvement goals
Captures and utilizes patient stories to illustrate the patient's journey, integrating these narratives into educational initiatives to drive improvements
Subject Matter Expertise and Growth
Demonstrates leadership skills in committees and improvement projects that improve patient experience
Participates in and initiates research studies, actively pursues publications, and/or national presentations at conferences
Advises on content for patient-facing communications to improve patient experience
Works with manager to formulate a plan for personal professional development and identify needed resources for training
Attends meetings, huddles, and educational in-services as appropriate
Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments
Additional Duties as Assigned
Performs other duties as assigned
Travel: Travel between Emory operating units and affiliated sites
Work Type: Hybrid employee - may split time betwe