Patient Experience Consultant

Discover Vanderbilt University Medical Center:  Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of diverse individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health recognizes that diversity is essential for excellence and innovation. We are committed to an inclusive environment where everyone has the chance to thrive and where your diversity of culture, thinking, learning, and leading is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Organization:

Patient Experience & Service

Job Summary:

JOB SUMMARY:
Under occasional guidance, provides leadership and facilitation of programs, services, and projects that support the Patient Experience as it related to VUMC’s Service Pillar work. In collaboration with clinical and administrative leadership, facilitates initiatives that foster and enhance a culture of patient and family centered clinical service excellence. Responsible for all aspects of planning, design/development, implementation, and evaluation for complex large projects or multiple smaller projects. Interfaces regularly with faculty, senior leaders, managers, staff, patients, and family members. Leads subcommittees, task forces, work groups, and project teams and serves as a single point of contact for those work efforts. Serves as subject matter expert on patient experience processes and tools and point of contact for assigned areas within the organization.

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KEY RESPONSIBILITIES:

Process Improvement

• Use patient and family feedback and direct observation to identify potential gaps in services and/or opportunities for improvement.
• Develop vision for the end product as programs/services move through the design continuum-beginning with abstract or unconnected information and ideas, to foundational ideas/product, to more concrete product, to end product.
• Identify barriers and recommend/facilitate initiation of solutions or improvement efforts.
• Identify ways to assess and positively alter the culture and mindset related to the patient experience. Implement change for positive service outcomes.
• Research regulatory and compliance issues that impact the work of the organization.
• Network and benchmark with other organizations to identify best in class service solutions.
• Use data to measure and demonstrate gaps and subsequent improvement in processes, systems, and outcomes.

Project Management and Leadership

• With occasional direction, serve as leader and/or primary staff for institutional and divisional committees, cross-functional project teams, or multi-disciplinary work groups to achieve defined goals and objectives.
• Develop project plans, goals and objectives in collaboration with senior leadership (define charter for work, key milestones, timelines, deliverables, and resource requirements).
• Benchmark with external organizations and review research for best practices.
• Provide leadership in the execution of day-to-day project activities including development of work plans, setting priorities, facilitating meetings, monitoring progress against established timelines, and ensuring meeting records and other documentation is complete and up-to-date.
• Proactively manage changes in project scope, identify potential barriers, and devise contingency plans.
• Provide regular status reports to leadership.
• Maintain appropriate timelines for project completion.
• Create metrics and standards for measurement of operational effectiveness and improvements.
• Provide training for medical center staff, managers, and faculty on access, interpretation, and use of the survey data and system.

Team Building, Communication, and Change Management

• Actively participate in medical staff and administrative committees and work groups.
• Readily volunteer to assist organizational leaders and teams as needed.
• Promote constructive formal and informal information sharing and interdisciplinary collaboration.
• Solicit and secure input and participation of all key stakeholders in projects and work groups.
• Ensure four-way communication across key stakeholder and constituency groups and departments to maximize information sharing around progress, needs, inter-dependencies and recommendations.
• Anticipa