OverviewDescription- Supports Emory Healthcare inpatient and ambulatory divisions by providing in-depth proactive consultation, training, coaching, analytics, and strategic support to managers, staff, and physicians for patient experience improvement
- Serves as a consultant to routinely discuss, implement, and audit best practices for improving patient experience
- Leverages project management and human-centered design principles and practices to support moderate-to-complex local and system patient experience improvement initiatives
Strategic Patient Experience Performance Improvement- Provides creative solutions to exceed expectations, create loyal customers, generate positive word-of-mouth advertising, and meet patient experience survey goals
- Performs gap analyses, patient journey mapping, and leads multiple performance improvement tests of change with a human-centered design lens
- Co-designs culture change strategies with stakeholders to achieve organizational goals
- Prepares training courses, tools, and presentations to support patient experience strategy
- Identifies coaching opportunities to build capacity for underperforming care team members in collaboration with stakeholders, providing shadowing, auditing, and individual coaching sessions
- Drives patient experience improvement programs in partnership with key stakeholders
Collaboration, Integration & Staff Management- Partners with local leadership to engage team members and volunteers for improvement initiatives
- Rounds in clinical areas and provides real-time coaching
- Provides coaching and training on service recovery, best practices, patient communications, reward and recognition, and service data retrieval and analysis
- Performs rounds and audits in partnership with clinical and operational teams to support process improvement and patient experience strategies
- Collaborates with care teams to integrate patient experiences into ongoing quality improvement efforts
- Collaborates with interdisciplinary teams to drive patient experience-based improvement initiatives
- Develops and implements patient experience recognition initiatives to celebrate and reward high-performing departments and individuals that consistently demonstrate service excellence
- Actively participates in improvement projects that improve workflows, efficiency, accuracy, and quality of the care experience
Metrics, Data & Patient Experience Reporting- Demonstrates proficiency in qualitative and quantitative patient experience data collection, analysis, and reporting, including focus groups
- Continually monitors patient experience data and analyzes results, collects and reports feedback, conducts gap analyses, identifies critical factors for success, and convenes multidisciplinary teams for process improvement initiatives
- Leads the creation, review, and timely distribution of reports for patient experience accountability and goal setting
- Identifies trends, areas of concern, and opportunities for improvement and provides actionable insight for fiscal year improvement goals
- Captures and utilizes patient stories to illustrate the patient's journey, integrating these narratives into educational initiatives to drive improvements
Subject Matter Expertise and Growth- Demonstrates leadership skills in committees and improvement projects that improve patient experience
- Participates in and initiates research studies, actively pursues publications, and/or national presentations at conferences
- Advises on content for patient-facing communications to improve patient experience
- Works with manager to formulate a plan for personal professional development and identify needed resources for training
- Attends meetings, huddles, and educational in-services as appropriate
- Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments
Project Management and System Support- Co-designs and executes system improvement initiatives with senior leadership
- Leads local patient experience committees and councils
- Utilizes project management best practices to support cross-team collaboration and project timelines
- Utilizes structured methodologies to analyze local processes and workflows, including, but not limited to, time studies, process observations, and other qualitative and quantitative data collection methods
- Leverages process improvement methodologies such as Lean Six Sigma
- Acts as a subject matter expert on patient experience best practices
Additional Duties Performs other duties as assigned
Travel: Travel between Emory operating units and affiliated sites
Work Type: Hybrid employee - may split time between working remotely and working in the office
Minimum Required Qualifications- Bachelor's degree from an accredited institution; a combination of education and experience will be considered in lieu of the degree requirement
- 5-7+ years of relevant healthcare experience working with clinical teams and/or patients
- Experience in process improvement, training, and change management concepts
Knowledge, Skills, and Abilities (Required)- Advanced communication and interpersonal skills, including experience presenting to leadership and cross-functional teams
- Strong analytical and statistical skills with experience using data analysis tools such as Excel, Tableau, Power BI, SaaS, or similar applications
- Excellent project management skills with the ability to independently manage multiple projects and priorities
- Strong interpersonal, communication, and relationship-building skills
Preferred Qualifications
- Master's degree from an accredited institution
- 7+ years of relevant healthcare experience working with clinical teams and/or patients
- Certification - CPXP, DEI, Data Analytics, or other relevant certification
Physical Requirements Medium - Maximum 25 lbs. Up to 25 lbs., 0-33% of the workday (occasionally); lifting up to 25 lbs. maximum; carrying objects up to 25 lbs.; occasional to frequent standing and walking; occasional sitting; close eye work (computers, typing, reading, and writing). Physical demands may vary depending on the assigned work area and work tasks.
Environmental Factors Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to, blood-borne pathogen exposure; biohazardous waste; chemicals, gases, fumes, vapors; communicable diseases; electrical shock; floor surfaces; hot and cold temperatures; indoor and outdoor conditions; latex; lighting; patient care/handling injuries; radiation; shift work; and travel as required. Use of personal protective equipment, including respirators, may be required. Environmental conditions may vary depending on the assigned work area and work tasks. 
