Senior Patient Experience Specialist

Job Summary

Partners with team members to manage operational improvement projects throughout the organization including both clinical and non-clinical areas to accomplish measurable improvements in patient and family experiences as evidenced by data sets (business process improvements). Work assignments are typically more complex and larger in scope. Analyzes and measures the effectiveness of existing processes and develops sustainable, repeatable, and quantifiable clinical and business process improvements. Collects and analyzes process and/or quality data to initiate, develop, and recommend operational practices and procedures that focus on holistically improving the experience of care in order to enhance performance on regulatory measures, support the organizations mission, vision and values and driving personalized care and market share. enhanced safety, increased productivity, and reduced cost. Effectively partners with clinical and non-clinical staff and leadership across the organization to drive change. Is able to view healthcare through a consumer lens and identify areas in need of improvement based on data and evaluation. Is able to develop sustainable strategies to drive this improvement that result in a direct impact on consumer perception, using design thinking and human centered design in this approach.

Essential Functions

• Supports and drives improvement activities for accountable areas based on organizational priorities (project management, measurable deliverables, milestones, and data informed strategy).

• Serves as a liaison between various departments across the Corewell Health System. Communicates, collaborates, networks with and acts as a change agent to key stakeholders. Also ensures continuity and coordination of services with appropriate utilization of resources. Responsible for stakeholder management across collaboration within dept and organizational resources.

• Drives continuous assessment and improvements using appropriate tools and methodology within the business, assists stakeholders and process owners in prioritizing improvement opportunities.

• Analyzes, interprets and presents Patient Experience data to individuals and groups.

• Coach implementation of evidence - based, effective improvement interventions to close Patient Experience gaps.

• Partner to develop data driven, strategic recommendations for improvement focus areas.

• Present team developed strategic priorities to clinical and operational leaders.

• Support goal setting conversations with a clear ability to tie strategy to actionable steps/leading measures.

Qualifications

Required

• Bachelor's Degree or equivalent in a Healthcare Related Field.

Preferred

• Master's Degree Healthcare Related Field.

• 3 years of experience in a Clinical Care Environment.

• 3 years of relevant experience within Customer/stakeholder engagement.

• 2 years of experience with participation on improvement initiatives.

• CRT-At least one Certification from preferred list - Beryl Institute Body of Knowledge. Core Course, Beryl Institute within 120 days after hire.

• CRT-At least one Certification from preferred list - Certified Patient Experience Professional within 2 years after hire.

• CRT-At least one Certification from preferred list - Design Thinking Certification within 1 year after hire.

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.

• On-demand pay program powered by Payactiv

• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

• Optional identity theft protection, home and auto insurance, pet insurance

• Traditional and Roth retirement options with service contribution and match savings

• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Beaumont Service Center - 26901 Be