Patient Experience Improvement Lead

Geisinger; Wilkes-Barre (Luzerne County); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Full benefits day one

Medical plans options

HSA & FSA

Life and disability

Geisinger 401(k)

Generous PTO

Tuition reimbursement

MyHealth Rewards

Family-friendly support

EAP program

Voluntary benefits

Job summary

Geisinger is seeking an experienced leader to drive patient experience improvements, primarily in the inpatient setting. You will monitor satisfaction, identify improvement opportunities, and coordinate actions with stakeholders to enhance patient experience across the organization.

You will develop training content, mentor providers, nurses, and staff, and support communications and recognition programs while reporting progress to leadership.

Qualifications

• Minimum of 5 years managing people, processes, or projects.
• Minimum of 5 years customer service experience.
• Bachelor's degree required; healthcare-related degree preferred.

Responsibilities

• Leads patient experience improvement initiatives, primarily in the inpatient setting.
• Monitors patient satisfaction ratings and collaborates on benchmarks and targets.
• Identifies opportunities for improvement in patient satisfaction and experience.
• Develops recommended action plans for improvement.
• Coordinates and supports stakeholders in executing action plans to improve patient experience.
• Monitors process and outcomes related to patient experience and coordinates resolutions with stakeholders.
• Provides training curriculum development, facilitation, and delivery support.
• Coaches and mentors staff to improve patient satisfaction.
• Supports communication, awards, and progress reporting to leadership.

Skills

Customer service

People management

Education

Bachelor's degree

Healthcare related degree (preferred)

Job description

Job Summary

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

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

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) and a 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
  
  

Education

Experience

Bachelor's Degree- (Required), Bachelor's Degree-Healthcare Related Degree (Preferred)

Minimum of 5 years-Managing people, processes, or projects (Required), Minimum of 5 years-Customer Service (Required)

Certification(s) and License(s)

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, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.