Patient Experience Change Leader

Saint Clare's Health; Denville (NJ); On-site; USD 63,000 - 95,000; Full time

Benefits offered by this job

401K retirement plan

Medical, dental, and vision coverage

Tuition reimbursement

Paid time off

Job summary

Saint Clare's Health is seeking a Patient Experience Lead to drive quality and service excellence across the system. You will analyze patient feedback, coach facilities, and implement improvements to raise CAHPS scores and overall satisfaction.

In this role, you will partner with regional leadership, develop training programs, monitor performance, and translate data into actionable plans that enhance patient experiences at all locations in the Morris, Warren, and Sussex counties.

Qualifications

• Experience consulting or coaching evidence-based best practiced in patient experience in a health care setting.
• Must have excellent communication and presentation skills – written and oral.
• Excellent interpersonal skills with the ability to interact with a wide variety of stakeholders.
• Ability to manage time and be a proactive self-starter.
• Ability to manage multiple projects and meet deadlines with strong organizational skills.
• Knowledge of CAHPS, reputation management and patient experience surveys.
• Strong computer literacy: Word, PowerPoint, Excel, Acrobat.
• Willingness to travel to all entity locations within the service area.

Responsibilities

• Serves as knowledge, quality and process expert on patient experience improvement.
• Acts as point of contact for facilities and responds to patient experience inquiries.
• Plans and provides training, coaching and validation in patient experience improvement.
• Prepares and presents reports on progress of facilities in meeting patient experience goals.
• Aids in monitoring, reporting and analyzing patient experience data to identify priorities.
• Serves as a change agent on patient experience and partners with directors.
• Develops tools and procedures to ensure positive patient experiences across the system.
• Interfaces with regional leadership to drive system performance.
• Applies evidence-based knowledge of performance improvement and survey instruments.
• Leads or participates in patient experience teams and improvement activities.

Skills

Patient experience

Communication

Interpersonal skills

Time management

Project management

CAHPS knowledge

MS Office

Travel willingness

Education

Bachelor’s Degree in Business, Healthcare or related field

Job description

Saint Clare's Health is seeking a Patient Experience Lead to drive quality and service excellence across the system. You will analyze patient feedback, coach facilities, and implement improvements to raise CAHPS scores and overall satisfaction.

In this role, you will partner with regional leadership, develop training programs, monitor performance, and translate data into actionable plans that enhance patient experiences at all locations in the Morris, Warren, and Sussex counties.