Patient Experience Consultant

Job Type:

Regular

Scheduled Hours:

40

Job Summary:

Reports to Patient Experience & Engagement Manager, the Patient Experience Consultant is primarily responsible for providing leadership and facilitation of programs, services, and projects that support the mission, vision, and values of St. Elizabeth Physicians. In collaboration with clinical and administrative leadership, facilitates initiatives that foster and enhance a culture of patient and family centered service excellence. Responsible for all aspects of planning, design/development, implementation, and evaluation for complex large projects or multiple smaller projects. Interfaces regularly with senior leaders, managers, staff, and patients. Leads subcommittees, task forces, work groups, and project teams and serves as a single point of contact for those work efforts involving patient experience.

Job Description:

Job Title: Patient Experience Consultant

BENEFITS:

• No Nights, Holidays, or Weekends
• Paid Time Off
• Medical, Dental, and Vision
• 403b with Match
• Opportunity for Career Growth

EDUCATION: 

Minimum: Bachelor’s Degree health administration, business, or a related field

YEARS OF EXPERIENCE:

Minimum: 3-5 years in patient experience

LICENSES AND CERTIFICATIONS:

None Required

DUTIES & RESPONSIBILITIES:

• Administers and analyzes satisfaction and engagement surveys of patients.
  -Accountable for managing, updating, tracking, and analyzing patient survey databases.
  -Builds reports from data obtained through improvement portal for dissemination to leadership.
  -Interprets data to provide recommendations for improvement to leaders across the organization.
  -Benchmark with external organizations and review research for best practices.
  -Prepares, presents, and supports committees with data needs for experience and engagement.
• Conducts quantitative and qualitative analysis to help implement a partnership model for the patient experience team to better align with and serve as a consistent point of reference for operations and support departments.
• Designs new initiatives and programs that align Patient Experience efforts with the SEP mission.
  -Develops business plans to present to Executive Leadership for approval.
  -Provide training for leadership on access, interpretation, and use of the survey data and system.
• Acts as an internal consultant by analyzing and recommending solutions to patient experience related issues relating to St. Elizabeth Physicians overall strategic objectives.
  -Provides guidance and direction to leaders regarding opportunities for improvement, growth, and development.
  -Use patient and family feedback and direct observation to identify potential gaps in services and/or opportunities for improvement.
  -Identify ways to assess and positively alter the culture and mindset related to the patient experience.
  -Implement change for positive service outcomes.
  -Recognize and celebrate accomplishments and improvements.
• Makes recommendations for annual Value Based Incentive (VBI) criteria for Patient Perception of Care survey results and determines applicability to each provider, practice, or department.
• Develops, implements, manages, and maintains patient experience initiatives including, but not limited to Transparency, Patient Family Advisory Council
• Consults, analyzes, and supports providers and associates through shadowing, training, and coaching.
  -Partners with and facilitates communication with leaders, stakeholders, and front-line staff to develop, implement and maintain new educational initiatives.
  -Facilitates training events to help engrain the core service models (AIDET, HEART, Moments of Excellence, etc.)
  -Designs, implements, and manages annual service trainings for all front office staff.
  -Assists with development of educational material to support the patient experience.
• Responds to patient complaints with compassion and works with appropriate party for resolution.
  -Oversees Service Recovery database as the root user to monitor timely response and develops regular reports to track and trend resolution rates and patient satisfaction.
• Other duties and responsibilities as may be assigned.

REQUIRED SKILLS AND KNOWLEDGE:

• Demonstrated ability to work successfully in a team-based decision-making culture.
• Demonstrated ability to work independently resulting in effective outcomes and on-time performance.
• Experience in planning and coordinating multi-disciplinary communications strategies, strategic initiatives, and events. 
• Must respond and follow through