Patient Centered Care Specialist

OSF HealthCare; Peoria (IL); On-site; USD 43,000 - 51,000; Full time

Job summary

OSF HealthCare in Peoria, IL is seeking a Patient Centered Care Specialist to champion service excellence and patient experience across the facility. You will partner with leadership and staff to support performance improvement and implement changes that sustain best practices.

The role requires a Bachelor's degree in nursing, business, or healthcare management, with 2 years of coaching or process improvement experience. CPXP certification preferred; OSF is an Equal Opportunity Employer.

Qualifications

• Bachelor's degree in nursing, business, healthcare management or related field required.
• 2 years’ experience in coaching, process improvement, change management, service excellence and/or adult education with demonstrated ability to drive results.
• Excellent interpersonal and communication skills; solid computer skills; strong analytical and problem-solving abilities.

Responsibilities

• Champions service excellence and recovery throughout the facility.
• Partners with management and staff to support performance improvement and process management.
• Provides real-time feedback to front line staff and leadership on changes to achieve patient experience best practices.
• Identifies barriers to change and facilitates solutions to sustain improved patient satisfaction outcomes.

Skills

Interpersonal skills

Communication

Analytical skills

Data interpretation

Coaching

Change management

Microsoft Office

Problem solving

Education

Bachelor's degree in nursing, business, healthcare management or related field

Master's degree in business, healthcare management or related field

Tools

Microsoft Office Suite

Job description

Total Rewards

OSF HealthCare is dedicated to provide Mission Partners with a comprehensive and market-competitive total rewards package that includes benefits, compensation, recognition and well-being offerings that focus on the whole person and engage with their current stage of life and career. Click here to learn more about benefits and the total rewards at OSF.

Expected pay for this position is $31.19 - $36.69/hour. Actual pay will be determined by experience, skills and internal equity. This is a Salaried position.

Overview

POSITION SUMMARY:

In collaboration with leadership and administration, the Patient Centered Care Specialist champions service excellence and recovery throughout the facility. Partners with management and staff to support performance improvement and process management efforts at a microsystems level specific to the Patient Experience. Observes the patient experience environment and behaviors of mission partners and provides real-time support and education. Provides direct feedback to front line Mission Partners and leadership as it relates to the implementation of changes to achieve and sustain patient experience best practices. Assists staff and leadership with communication and integration of improvement efforts. Identifies resistance and barriers to change; addresses issues appropriately to facilitate and sustain improved patient satisfaction outcomes.

Qualifications

REQUIRED QUALIFICATIONS:

Education:

Bachelor’s degree in nursing, business, healthcare management or related field

Experience:

2 years’ experience in coaching, process improvement, change management, service excellence and/or adult educational with demonstrated ability to drive results

Other Skills/ Knowledge:

• Excellent interpersonal and communication skills.
• Solid computer skills, including proficiency with Microsoft software.
• Strong analytical and problem-solving skills, with the ability to be detail oriented.
• Ability to gather and interpret data relevant to complex patient care problems.
• Maintains advanced skills in information technology and programs.
• Strong problem-solving skills to work with leadership, providers, staff and administration and to recommend and implement changes.
• Effective written and verbal communication.
• Demonstrates resilience and emotional intelligence in a dynamic environment, which may occasionally involve managing high-stress interactions or de-escalating challenging customer situations.

PREFERRED QUALIFICATIONS

Education:

Master's degree in business, healthcare management or related field

Licensure/ Certification:

Certified Patient Experience Professional (CPXP) issued from The Beryl Institute's Patient Experience Institute (PXI)

OSF HealthCare is an Equal Opportunity Employer.