Patient Experience Consultant

Geisinger; Danville (PA); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental and vision coverage

Tuition reimbursement up to $5,000/yr

Generous PTO

Job summary

Geisinger is seeking a Patient Experience Leader to drive inpatient experience improvements and achieve high patient satisfaction. You will lead initiatives, monitor metrics, and coordinate actions with stakeholders across clinic sites.

The role requires at least 5 years in people/process/project management and a strong background in customer service. Expect extensive travel to Geisinger clinics and a focus on training teams for enhanced patient experiences.

Qualifications

• Minimum of 5 years - managing people, processes, or projects.
• Minimum of 5 years of customer service experience.

Responsibilities

• Leads patient experience improvement initiatives in inpatient settings.
• Monitors patient satisfaction & sets benchmark targets.
• Identifies opportunities to improve patient experience and develops action plans.
• Coordinates stakeholders to execute action plans and remove barriers.
• Delivers training curriculum and facilitation to staff with patient contact.
• Coaches and mentors clinicians and non-clinical staff on patient satisfaction.

Skills

People management

Project management

Customer service

Stakeholder collaboration

Coaching

Education

Bachelor's Degree, healthcare preferred

Job description

Location: Geisinger Medical Center (GMC) Shift: Days (United States of America) Scheduled Weekly Hours: 40 Worker Type: Regular Exemption Status: Yes

Job Summary: Provides unique patient experience and service excellence subject matter expertise and leadership to drive change.

Job Duties

• Leads key Patient Experience improvement initiatives primarily in the inpatient setting.
• Monitors patient satisfaction ratings and collaborates in determining benchmark and target performance goals.
• Identifies opportunities for improvement in patient satisfaction and experience.
• Develops recommended action plans for improvement.
• Coordinates and supports stakeholders and clients in execution of action plans to improve patient experience.
• Monitors the process and outcomes related to improving patient experience, identifies challenges and barriers, and coordinates resolutions to overcome barriers in collaboration with key team members and stakeholders to ensure success.
• Provides training curriculum and content development, and logistical facilitation, and delivery support.
• Coaches and mentors individuals, providers, nurses and non-clinicians who have patient contact, to improve their ability to achieve higher levels of patient satisfaction.
• Solicits and provides key inputs in support of communication and awards and recognition programs Provides regular communication to leadership on improvement process measures and project timelines and progress.
• Work is typically performed in an office environment.
• Accountable for satisfying all job specific obligations and complying with all organization policies and procedures.
• The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Position Details: Hours: 8:00 a.m. - 4:30 p.m.

Education Required: Bachelor's Degree, preferred in Healthcare Degree Required Experience: Minimum of 5 years - Managing people, processes, or projects, plus Minimum of 5 years of customer service.

Travel: This role requires to travel 75% of the time to clinic sites in the Geisinger ~ Central, Western, North Central, and Northeastern Regions from their home office.

Benefits of working at Geisinger

• Full benefits (health, dental and vision) starting on day one
• Three medical plan choices, including an expanded network for out-of-area employees and dependents
• Pre-tax savings plans with healthcare and dependent care flexible spending accounts (FSA) anda health savings account (HSA)
• Company-paid life insurance, short-term disability, and long-term disability coverage
• 401(k) plan that includes automatic Geisinger contributions
• Generous paid time off (PTO) plan that allows you to accrue time quickly
• Up to $5,000 in tuition reimbursement per calendar year
• MyHealth Rewards wellness program to improve your health while earning a financial incentive
• Family-friendly support including adoption and fertility assistance, parental leave pay, military leave pay and a free Care.com membership with discounted backup care for your loved ones
• Employee Assistance Program (EAP): Referrals for childcare, eldercare, & pet care. Access free legal guidance, mental health visits, work-life support, digital self-help tools and more.
• Voluntary benefits including accident, critical illness, hospital indemnity insurance, identity theft protection, universal life and pet and legal insurance

Our Purpose & Values

Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities.

KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.

EXCELLENCE: We treasure colleagues who humbly strive for excellence.

LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.

INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.

SAFETY: We provide a safe environment for our patients and members and the Geisinger family. We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

Geisinger is committed to making better health easier for the more than 1 million people it serves. Founded more than 100 years ago by Abigail Geisinger, the system now includes nine hospital campuses, a 550,000-member health plan, two research centers and the Geisinger Commonwealth School of Medicine. With nearly 24,000 employees and more than 1,600 employed physicians, Geisinger boosts its hometown economies in Pennsylvania by billions of dollars annually.

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and benefits for domestic partners.

Pleasure just as important, we encourage an atmosphere of collaboration, cooperation and collegiality.

For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter.

* Does not qualify for J-1 waiver. We are an affirmative action, equal opportunity employer. Women and minorities are encouraged to apply.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.