Patient Experience Specialist - Warren Clinic

Saint Francis Health System; Bixby (OK); In loco; USD 65.000 - 85.000; Tempo pieno

Descrizione del lavoro

Saint Francis Health System is seeking a Patient Experience Specialist to champion patient experience initiatives. You will analyze satisfaction data, coach departments, and develop targeted programs to boost HCAHPS and related scores while working with senior leadership and frontline staff.

Required: Bachelor's degree with 8–10 years related experience; strong interpersonal and communication skills; proficient in Word, PowerPoint and Excel. Full-time, daytime schedule in Tulsa, OK.

Competenze

• Bachelor's degree required; Master's preferred.
• Excellent interpersonal and communication skills with varied stakeholders.
• Strong coaching/consultative abilities to drive service excellence.
• Proficient with MS Word, PowerPoint and Excel.

Mansioni

• Analyze patient satisfaction data and feedback to identify improvement opportunities.
• Develop and deliver in-service training and coaching on patient experience initiatives.
• Collaborate with directors, managers and frontline staff to implement strategies that improve HCAHPS scores.
• Create reporting mechanisms to track progress and communicate results to leadership.

Conoscenze

Interpersonal skills

Coaching

Communication

Presentation skills

Formazione

Bachelor's degree

Master's degree preferred

Strumenti

Word

PowerPoint

Excel

Descrizione del lavoro

Current Saint Francis Employees - Please click HERE to login and apply.Full TimeDaysSchedule: Monday - Friday | 8:00am - 4:30pmJob Summary: Reporting to the Director of Quality the Patient Experience Specialist (PES) serves as a visible and enthusiastic champion in providing the measures, education and coaching needed to build improved excellent patient experiences. The PES collaborates with and actively coaches select areas and/or departments including/involving senior leadership, department managers and frontline staff to develop and implement strategies to improve the patient experience and performance on HCAHPS and other patient surveys. Utilizing specialized knowledge and metrics related to HCAHPS surveys and Patient and Physician Satisfaction scores, the Patient Experience Specialist collaborates in the development of programs and services designed to improve scores by initiating strategic training, coaching and tactics.Minimum Education: Bachelor's Degree required preferably in a healthcare-related field. Masters degree preferred.Licensure, Registration and/or Certification: None.Work Experience: 8 - 10 years of closely related relevant experience with a strong preference for clinical experience in a hospital environment.Knowledge, Skills and Abilities: Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders (including front line staff, senior management, department leaders, clinical staff and physicians) to creatively solve problems, guide and influence people. Ability to utilize strong coaching/consultative skills to provide guidance and resources in the achievement of service excellence goals. Excellent communication and presentation skills - both written and oral; communicating in an open, honest and objective manner. Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills and a strong attention to detail. Knowledge of HCAHPS, CG-CAHPS, and other such patient experience survey instruments. Strong computer literacy and software experience - Word, PowerPoint, Excel. Ability to stay informed of current education trends, literature, system goals, business strategies and quality standards.Essential Functions and Responsibilities: Accountable for analyzing and subsequently utilizing patient satisfaction score/experience feedback and metrics from a variety of sources (patient surveys/comments, focus groups, advisory councils, complaint information, direct observation, manager/staff perspectives) to formulate recommendations for improving scores and improving the patient experience. Builds reporting mechanisms and paths of communication to advise and engage critical and key partners in identifying, developing and implementing targeted improvement initiatives. In addition, builds metrics to determine success of improvement initiatives. Responsible for building successful relationships, fostering open and frank communications in order to facilitate coaching. Develops in-services, delivers educational programs, delivers targeted coaching/training and facilitates coaching, training, and education related to the utilization of the patient satisfaction survey reporting system, customer service trends, and other methodologies to improve patient satisfaction scores and improve the patient experience. Ensures appropriate employee and department recognition of patient experience excellence through use of internal recognition programs and development of informal approaches to team and associate recognition. Serves as a liaison and consultant to patient experience committees, senior leadership, facility leaders, and teams to coach service excellence improvement opportunities. Collaborates with the director of quality in the identification, development, and implementation of all evolutionary processes relating to the improving the SHFS patient and family experience and satisfaction. Provides back up and support for patient experience team(s) as needed.Decision Making: The carrying out of non-routine procedures under constantly changing conditions, in conformance with general instructions from supervisor.Working Relationships: Coordinates activities of others (does not supervise). Leads others in same work performed (does not supervise). Works with internal customers via telephone or face to face interaction. Works with external customers via telephone or face to face interaction. Works with other healthcare professionals and staff. Works frequently with individuals at Director level or above.Special Job Dimensions: None.Supplemental Information: This document generally describes the essential functions of the job and the physical demands required to perform the job. This compilation of essential functions and physical demands is not all inclusive nor does it prohibit the assignment of additional duties.Quality Attainment/Outcomes Measurements - Yale CampusLocation:Tulsa, Oklahoma 74136EOE Protected Veterans/Disability