Employment Type:

Full time

Shift:

Day Shift

Description:

Provides leadership to enhance the transparency and accountability of all Patient Experience (PX) action plans in the areas supported.  Ensure that PX data meets the needs of all physicians, department and site members of the healthcare team. This position is responsible for the services provided throughout the Regional Health Ministry (RHM), including all ambulatory sites.  RHM is defined for this position as all sites for Trinity Health Georgia. The position focuses on developing and improving the knowledge and understanding of PX data, best practices and coaching leaders on implementation of well-developed action plans that achieve results.  This position contributes to the growth and development of colleagues throughout the region by facilitating a variety of experience training, as determined by system and organizational needs (e.g. ICARE).   This position is responsible for improving the quality of communication regarding PX, ensuring cost-effective use of resources, standardization of approaches within the RHM and collecting and utilizing data in program management. This position has a significant role in collaborating with Senior Leaders and Managers of all departments, in order to align PX action plans with organizational priorities such as quality and patient safety and assists leadership in the assessment and efficacy of said action plans. 

II.  Position Requirements:

Licensure/Certification/Registration: Lean certification preferred.

Education:  Bachelors Degree or equivalent training acquired via work experience or education. Masters Degree preferred.

 Experience: 5-7 years of previous job-related experience as a patient experience leader

Special Qualifications:

Required:

• Basic Keyboarding Skills
• Microsoft Excel
• Microsoft Power Point
• Microsoft Word
• Ability to analyze and interpret data
• Ability to communicate verbally
• Ability to compile complex reports and develop presentations
• Ability to compose letters and memorandums
• Ability to deal calmly and courteously with people
• Ability to deal with stressful situations
• Ability to finish tasks in a timely manner
• Ability to follow oral and written instructions and established procedures
• Ability to function independently and manage own time and work tasks
• Ability to lead work teams
• Ability to maintain accuracy and consistency
• Ability to maintain confidentiality
• Ability to negotiate, persuade and establish direction
• Ability to perform basic filing, office procedures and word processing
• Ability to organize workflow
• Ability to plan, coordinate and develop multiple projects
• Ability to work as an effective team member
• Skilled job requiring high level of adaptability & interpersonal skills

Preferred:

• Access
• Qualtrics

Key Responsibilities:

• PEOPLE CENTERED CARE:  

• Ensures day-to-day regional operations provide data and information to leaders in order to improve the patient experience in all sites of care.
• Rounds regularly with leaders to support implementation of effective practices, evaluate outcomes, provide service recovery, and identify ongoing opportunities for improvement. Coaches leadership in the development of action plans to improve and sustain improvement. Identifies regular opportunities to recognize best practice throughout the ministry. 

• ENGAGED COLLEAGUES:  
  • Ensures that departments receive the information they need to update the daily huddle processes, rounds at various Tier 2 and 3 huddles, and work with other colleagues to identify opportunities for recognition of staff and physicians.
  • Provides training and education during new colleague orientation and plays a significant role in the onboarding of new managers regarding the patient experience challenging but achievable goals. 
  • Shares best practices and system recommendations for colleague engagement and knows the results of colleague engagement and safety in the supported departments. 

• OPERATIONAL EXCELLENCE:  

• Participates in leadership meetings throughout the health ministry in order to facilitate understanding and utilization of PX data and provide input into the development of tactical and strategic plans designed to exceed organizational objectives.
• Ensure that all information provided to leadership is accurate, timely, validated and communicated in a way to enable creation of a robust action plan.
• Works in partnership wit