The Patient Experience Leader develops creative solutions and sound business cases, structures partnerships, and leads strategic initiatives to drive a culture of exceptional patient, physician, and staff experiences across the continuum of care at St. Luke's University Health Network.
JOB DUTIES AND RESPONSIBILITIES:- Responsible to lead all patient experience related activities in assigned areas/divisions/entities across the the network.
- Lead large cross functional strategic initiatives and local entity projects by defining strategic intent, engaging leaders and staff and overseeing deliverable to ensure solutions are successfully implemented.
- Collaborate with all partners to drive awareness, influence progress, and promote engagement in patient experience and service excellence. Continually educate leaders on best practices around service excellence, service recovery, and service recognition
- Design and prepare presentations that provide all areas of the organization including senior leadership, clinicians, and other stakeholders, with valuable and actionable summarized data. Prepare executive level summaries and communication around patient experience activities
- Tailor, synthesize, and translate data to various audiences and analyze, define and explain trends. Use data to collaborate with leaders, clinicians, operational and technical stakeholders to design and implement creative solutions and action plans, rooted in best practice and theory
- Participates in development of the St. Luke's patient experience "roadmap" for Journey to Excellence including streamlined education, training, tools, and methodologies that are designed to promote service excellence best practices across the continuum of care
- Manage patient survey data for assigned areas and ensure compliance with all federal and state requirements. Partner with survey vendor to continually improve and refine survey process to secure valuable voice of the customer
- Develops patient experience champions in assigned areas/divisions/entities
- Provides coaching and validation on best practices as needed
PHYSICAL AND SENSORY REQUIREMENTS: Requires sitting up to 4 hours per day, 2 hours at a time. Standing for up to 4 hours per day, 3 hours at a time. Requires occasional fingering, handling and twisting and turning. Occasionally requires lifting, carrying, pushing and pulling objects weighing up to 50 pounds. Transport patients via wheelchair. Occasionally requires reaching above shoulder level. Must have the ability to hear as it relates to normal conversation, see as it relates to general, peripheral and near vision, visual monotony.
EDUCATION:Bachelor's degree in related field required. Will consider extensive experience in lieu of degree.
Master's preferred.
TRAINING AND EXPERIENCE:4 years of experience in a health care environment required. CPXP Certification from the Beryl Institute required within 1 year of hire.
Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!
