OverviewDescriptionJOB 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.
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