Patient Experience Partner-Upstate, FT, Day

Prisma Health; Greenville (SC); On-site; USD 65,000 - 85,000; Full time

Job summary

Prisma Health seeks a patient experience improvement specialist to implement the Pulse clinical operating system and related strategies across the Prisma Health continuum. You will coach leaders, conduct needs assessments, and develop trainings to accelerate and sustain patient experience improvements.

The role emphasizes collaboration with Clinical Care Experience teams and requires driving initiatives from needs analysis to scalable execution.

Qualifications

• Bachelor’s degree in clinical or business-related field.
• Three years of healthcare experience; patient experience, continuous improvement and training development preferred.
• Valid driver’s license, three-year MVR record, and auto insurance certificate.

Responsibilities

• Coach, consult with and support leaders implementing patient experience initiatives.
• Teach continuous improvement methodologies to close performance gaps.
• Develop trainings and assist with system-wide assignments as needed.
• Interpret patient experience data to identify opportunities and measure progress.
• Collaborate with Clinical Care Experience teams to align messaging and implementation.

Education

Bachelor’s degree in clinical or business-related field

Tools

MS Word

Databases

Data entry

Job description

Inspire health. Serve with compassion. Be the difference.

Responsible for implementing system patient experience Pulse clinical operating system patient experience strategies and best practices locally across the Prisma Health continuum of care. As the subject matter expert, will coach, consult with, and support local provider and operational leaders in implementing patient experience improvement programs and initiatives that accelerate and sustain results. Ensures the voice of the patient is part of the work and will collaborate with the Clinical Care Experience teams to ensure the work is connected in messaging and implementation. Provides need assessments, gap analyses and data analytics to identify opportunities and provide instruction in best practices, continuous improvement learning and methods to drive improvement. Develops and implements trainings and participate in system level assignments as needed.

Onsite

Essential Functions

• All team members are expected to be knowledgeable and compliant with Prisma Health’s purpose: Inspire health. Serve with compassion. Be the difference.
• Teaches leaders in and use continuous improvement methodologies to close gaps in performance and create a seamless patient experience across the continuum of care. Is competent in conducting needs assessments and gap analyses to assess priority areas and effective interventions. Partners with Advocacy to proactively close complaint and grievance gaps. Coaches’ leaders in the implementation of best practices and strategies, adhering to performance accountability frameworks. Ensures the successful implementation of the Pulse clinical operating system.
• Helps leaders and teams with other areas in the organization to drive improvement and engagement. Develops and implements training sessions at the individual and group levels.
• Supports local leaders in implementing and maintaining Patient Family Advisory Councils and encourages all levels of the organization to include patients in the design and implementation of programs and initiatives.
• Meets deadlines and is highly reliable in keeping assigned meeting times with teams and leaders on a regular cadence.
• Interprets patient experience data to help leaders identify strength and opportunities as well as measuring progress. Trains leaders in patient experience survey and other applicable electronic tools.
• Performs other duties as assigned.

Supervisory/Management Responsibilities

• This is a non-management job that will report to a supervisor, manager, director or executive.

Minimum Requirements

• Education - Bachelor’sdegree in clinical or business-related field of study.
• Experience - Three (3) years of experience in the healthcare environment. Preferred experience in patient experience, continuous improvement and/or training development and implementation.

In Lieu Of

• In lieu of the experience/educational requirements noted above, five (5) years in healthcare in areas of patient experience and continuous improvement capacities may be considered.

Required Certifications, Registrations, Licenses

• Valid driver’s license, an acceptable three-year motor vehicle records as defined by the Acceptable Motor Vehicle Record (MVR) Chart, and a certificate of auto insurance.

Knowledge, Skills and Abilities

• Basic computer skills with proficiency in word processing, databases and data entry
• Knowledge of office equipment (fax/copier)
• Skills in leading through influence, just culture, and psychological safety frameworks to help leaders develop strong learning environments in their areas to drive team member engagement in the work.
• Strong skills in team facilitation to help groups and cross functional teams collaborate to create a seamless patient experience across the continuum of care.
• Adaptability
• Interpersonal skills
• Ability to lead through influence and help leaders create teams of psychological safety, just culture, and accountability as the foundation of patient experience work.
• Patient Experience best practices - preferred
• Continuous Improvement methodologies - preferred
• Training development and implementation - preferred

Work Shift

Day (United States of America)

Location

Greenville Memorial Hospital

Facility

Corporate

Department

Clinical Care Experience - Patient Experience