Job Description
Responsibilities:
Direct and drive the implementation, execution, and hardwiring of tactics and evidence-based practices to improve physicians, staff, leaders, and
patient/family experiences.
Implement strategies that drive and support patient experience improvement initiatives for targeted areas.
Serve as a key resource to management, staff, and providers to improve organizational engagement, leadership and partnership.
Provide professional coaching including competency validation and consultation to influence leadership, physicians, direct care providers, and other
stakeholders to deliver excellent patient experiences.
Collaborate with leadership to identify and mitigate barriers as identified through patient complaints.
Participate in the development of programs and services that address specific aspects of the patient experience within his/her assigned area of responsibility.
Implement Patient Family Advisory Committee to enhance patient/family engagement in organizational decisions that affect the quality of care and patient experience
Support organizational Steering Committees to drive patient experience initiatives and ensure organizational alignment.
Introduce patient experience strategic imperatives during new hire onboarding processes including, but not limited to orientation.
Influence accountability through the dissemination of targeted reports focused action plans and the validation of competency related to caregivers and staff behaviors.
Analyze internal and external customer satisfaction metrics and other performance analytics to track and monitor performance trends,
identify opportunities for improvement, and develop and implement recommended action plans including competency validation to improve the patient experience.
Prepare and present both oral and written reports and presentations to stakeholders and leadership related to patient experience initiatives and progress in achieving goals.
Perform other related duties and participate in special projects as assigned.
EDUCATION + EXPERIENCE REQUIREMENTS:
High school diploma, Bachelor degree preferred.
CREDENTIALS + QUALIFICATIONS:
3-5 years experience with management in patient experience/customer satisfaction role.
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