JOB DESCRIPTION: Provides an in-depth proactive consultation/direction to managers, staff and physicians for patient experience, service improvement and customer service training. Manages patient administrative liaisons focused on improving patient flow into and out of emergency department and inpatient care areas, enhancing patient experience, and boosting employee and provider satisfaction. Plans, develops, coordinates and monitors effectiveness of Pledge Training of existing and new staff. Facilitates conflict resolution, ensuring FAIR & JUST CULTURE, and consistent handling of patient concerns; coordinates improvement initiatives resulting in enhanced organization/systems image. Provides coaching on service recovery, patient experience best practices, employee communications, reward and recognition, service data retrieval and analysis. Plans, develops and coordinates hospital-wide patient experience meetings to analyze patient satisfaction trends, provide creative solutions to exceed expectations, and serve as resource for sustainable improvement.
Develops strategic short and long term goals and objectives for overall patient experience program. Analyzes program strengths, weaknesses, opportunities and constraints and develops appropriate action plans. Establishes standards for all services related to improving patient experience. Resolves human resource-related issues, determines staffing needs, interviews and hires staff. Provides on-going performance feedback, addresses problems, oversees orientation and training of staff, verifies competency and identifies and suggests ways to develop skills. Participates on committees or ad hoc task forces as requested.
Utilizes, integrates, and interprets HCAHPS and all patient satisfaction data to assist organization in its improvement efforts, and promote optimal patient outcomes. Data analysis and research to identify trends and opportunities to facilitate optimal patient experience strategy including employee/physician engagement surveys. Analyze and identify customer service results-oriented improvement needs of individual departments. Coordinates organizational leadership rounding and assists with reviewing completed reports.
Establishes and maintains working relationships with all levels of organization. Works collaboratively with leadership to develop strategic patient experience initiatives. Develops and implements educational programs for staff, physicians and department leaders. Provides immediate feedback, shadowing, auditing, and coaching to the care team to assist in delivering high touch, patient-family centered care. Identifies needs for organizational wide learning, communication, complaint prevention/resolution, mystery shopper, benchmarking, patient experience best practices, and patient satisfaction data reports.
Works with manager to formulate a plan for professional development. Attends educational in-services as appropriate. Participates in professional activities and organizations to maintain knowledge of current trends, practices and developments.
Performs other duties as assigned.
MINIMUM QUALIFICATIONS: Bachelors degree in Health Services Administration or related field required. Five years of relevant health care experience required. Customer service experience preferred.
PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.