Senior Patient Experience Business Partner

Overview

Be inspired. Be valued. Belong. 

 

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, leadership programs...and more!

Travel between Operating Units and Emory Affiliated Sites required

Description

Position Summary:

 

This role plays a key role in driving patient experience-focused improvement initiatives across the organization. This advanced-level position serves as a strategic partner to division and operating unit leadership teams to align patient experience improvement efforts to system and operating unit-level goals, operating plans and priorities. With a solid foundation in human-centered design strategies and performance improvement methodologies, this role partners with clinical and operations leaders to assess key patient experience metrics, assess drivers at the entity and department-level to support cross-functional teams with experience improvement and change management projects. The Senior Business Partner leverages human-centered design and patient experience evidence-based practices to independently manage moderate-to-complex projects to ensure optimal patient experience performance at the department and unit level and serves as a trusted and knowledgeable advisor on strategies to improve performance along key drivers.

 

KEY RESPONSIBILITIES

Strategic Partnership

• Build relationships with senior leaders to establish credibility as a trusted advisor to influence and support key strategic and operational decisions related to patient experience.
• In conjunction with division patient experience, clinical and operational leadership, identifies opportunity units within the operating unit based on current and historical data.
• Partners with local leadership to engage team members and volunteers for improvement initiatives.
• Cultivate collaborative relationships with key leaders to facilitate and co-design interventions in support of the patient experience playbook that promotes team engagement, retention, multi-disciplinary collaboration, healthy work environments, and compassionate, timely communication with patients and caregivers.
• Lead and effectively champion frontline and cross-team collaborations and accountability to hardwire improvements in alignment with the system's four cultural beliefs, through effective listening, identifying and collaboratively problem-solving to address gaps in desired culture with physicians, leaders, staff and patient family advisors.
• Create and maintain product/project management and strategy deliverables to align on vision, future state workflows/processes, etc. by gathering input from key stakeholders including our informatics teams
• Act as an advisor on all matters related to best practices in human-centered design, patient experience, data strategy and change management.
• Collaborate with operating unit leaders to assess key performance indicators, driver and outcome metrics to measure performance, and provide data visualization to support initiatives.
• Provide routine updates on performance to divisional senior leadership teams with actionable recommendations to enhance metrics.

Experience Improvement Design & Management

• Collaborate with interdisciplinary teams to drive patient experience-based improvement initiatives.
• Performs gap analyses, patient journey mapping, and leads multiple performance improvement tests of change with a human-centered design lens.
• Identify trends, areas of concern, and opportunities for improvement, and provide actionable insight for FY improvement goals.
• Co-designs culture change strategies with stakeholders to achieve organizational goals.
• Utilize a structured methodology to analyze local processes and barriers to achieving ideal outcomes, facilitate a co-designed intervention to implement recommended improvements to advance towards a shared vision of a future state, and coordinate change implementation through individual and team facilitation.
• Independently manage project timelines, resources, and milestones for experience improvement initiatives.
• Collaborate with leadership and stakeholders to define project goals, scope, and deliverables, ensuring alignment with organizational objectives.
• Lead and support moderate-to-complex projects to support hardwiring of evidenc