Patient Experience Partner

Centra Health; Lynchburg (VA); On-site; USD 56,000 - 83,000; Full time

Job summary

Centra Health in Lynchburg, VA seeks a PX Partner to lead patient experience performance for designated areas. You will act as the face of Centra's PX with patients and families, providing guidance to service lines and mentoring frontline staff to improve experiences.

The role focuses on data analysis, patient rounding, and coordinating with HR and process engineers to drive PX initiatives, ensuring consistent Patient Experience practices across Centra.

Qualifications

• Required Education: Bachelors Degree with emphasis in Business, Communications, or related discipline OR five or more (5+) years of direct experience as a patient experience advocate, coordinator, or manager
• Preferred Education: Masters Degree
• Required Experience: Three (3) years of work experience in Project Management or Customer Service. Demonstrated ability to establish credibility as a trusted advisor and confidant to senior leadership. Strong communication and customer service skills. Excellent written and verbal communication skills. Ability to lead and work cross-functionally with multiple disciplines throughout the organization. Demonstrated knowledge of group facilitation, team building, and coaching/mentoring. A outside the box, not afraid to challenge industry norms Strong time and project-management skills. Proven ability to deliver results in a complex and dynamic work environment. Proactive and able to work with a high level of independence

Responsibilities

• Serves as the ambassador of the PX department to the organization
• Provides Patient Experience expertise and serves of internal work groups to support organizational initiatives
• Stays abreast of Experience trends inside and outside of healthcare for continual development
• Conducts quantitative and qualitative primary research methodologies to provide explanatory insight
• Serves as an educator, coach, and role model for Patient Experience best practices
• Develops and administers user-training on all survey functionality
• Acts as subject matter expert of survey vendor database, granting user access, trains new users and provides additional support, as necessary
• Attends regular staff huddles
• Works effectively and collegiately with all levels of the business unit in the organization
• Cultivates positive, trusting relationships throughout all levels and areas of the organization
• Builds strong relationships with peers and cross-functional partners to enable meaningful, and timely delivery of, results
• Analyze patient experience feedback, from multiple sources, and presents findings and recommendations
• Provide regular updates to leaders on unit PX performance (insights, trends, opportunities, etc.)
• Conduct regular observation and patient rounding within respective area
• Collaborate with unit staff, Foundational Five departments to understand, and create, the patient journey
• Utilize data to identify areas of opportunity, conduct root cause analysis, and develop action plan for improvement
• Plan, organize, and implement strategies and tactics to improve patient satisfaction on affected units
• Develops and executes on action plans, including setting targets, reporting metrics, and timelines
• Oversees service recovery efforts across areas of responsibility

Job description

Job Description

The PX Partner is responsible and accountable for the successful management of Patient Experience performance for their recommended area of focus. They will serve as the boots-on-the-ground PX champion, serving as the face of Centra's Patient Experience with patients, families, and visitors at Centra. In addition, the PX Partner will provide consultative guidance to service line leaders on how to improve experiences through a combination of data analysis, patient rounding, and coaching/mentoring of frontline staff. The PX Partner will manage all patient complaints that arise for their respective areas, capturing the details and coordinating with the relevant stakeholders to ensure timely resolution. Will utilize patient feedback to identify areas of opportunity within the organization and will collaborate with the respective HR Business Partner and Process Engineer to execute on PX-improvement initiatives. Is responsible for ensuring consistency in Patient Experience practice across the Centra organization.

The PX Partner is responsible and accountable for the successful management of Patient Experience performance for their recommended area of focus. They will serve as the boots-on-the-ground PX champion, serving as the face of Centra's Patient Experience with patients, families, and visitors at Centra. In addition, the PX Partner will provide consultative guidance to service line leaders on how to improve experiences through a combination of data analysis, patient rounding, and coaching/mentoring of frontline staff. The PX Partner will manage all patient complaints that arise for their respective areas, capturing the details and coordinating with the relevant stakeholders to ensure timely resolution. Will utilize patient feedback to identify areas of opportunity within the organization and will collaborate with the respective HR Business Partner and Process Engineer to execute on PX-improvement initiatives. Is responsible for ensuring consistency in Patient Experience practice across the Centra organization.

Responsibilities

• Serves as the ambassador of the PX department to the organization
• Provides Patient Experience expertise and serves of internal work groups to support organizational initiatives
• Stays abreast of Experience trends inside and outside of healthcare for continual development
• Conducts quantitative and qualitative primary research methodologies to provide explanatory insight
• Serves as an educator, coach, and role model for Patient Experience best practices
• Develops and administers user-training on all survey functionality
• Acts as subject matter expert of survey vendor database, granting user access, trains new users and provides additional support, as necessary
• Attends regular staff huddles
• Works effectively and collegiately with all levels of the business unit in the organization
• Cultivates positive, trusting relationships throughout all levels and areas of the organization
• Builds strong relationships with peers and cross-functional partners to enable meaningful, and timely delivery of, results
• Analyze patient experience feedback, from multiple sources, and presents findings and recommendations
• Provide regular updates to leaders on unit PX performance (insights, trends, opportunities, etc.)
• Conduct regular observation and patient rounding within respective area
• Collaborate with unit staff, Foundational Five departments to understand, and create, the patient journey
• Utilize data to identify areas of opportunity, conduct root cause analysis, and develop action plan for improvement
• Plan, organize, and implement strategies and tactics to improve patient satisfaction on affected units
• Develops and executes on action plans, including setting targets, reporting metrics, and timelines
• Oversees service recovery efforts across areas of responsibility

Qualifications

• Required Education: Bachelors Degree with emphasis in Business, Communications, or related discipline OR five or more (5+) years of direct experience as a patient experience advocate, coordinator, or manager
• Preferred Education: Masters Degree
• Required Experience: Three (3) years of work experience in Project Management or Customer Service. Demonstrated ability to establish credibility as a trusted advisor and confidant to senior leadership. Strong communication and customer service skills. Excellent written and verbal communication skills. Ability to lead and work cross-functionally with multiple disciplines throughout the organization. Demonstrated knowledge of group facilitation, team building, and coaching/mentoring. A outside the box, not afraid to challenge industry norms Strong time and project-management skills. Proven ability to deliver results in a complex and dynamic work environment. Proactive and able to work with a high level of independence

Salary Range: $55,591.00 - $83,387.00 / Year