Patient Experience Initiative Specialist

Patient Experience Initiative Specialist

Full Time 40 Hours / Week Monday - Friday, 8 : 00am - 4 : 30pm Occasional Nights, Evenings, and Weekends Onsite, 5 days / week

Summary : The Patient Experience Initiative Specialist is responsible for providing a wide range of services and support to their assigned area(s) including facilitating, coordinating and providing experience (patient, family) support to individuals and teams at all levels of the organization.

Responsibilities :

• Serves as an internal consultant and resource for patient experience by being a visible and enthusiastic champion to build improved patient & family experiences of all assigned departments.
• Collaborates with and actively supports select areas and / or departments including / involving senior leadership, department managers, clinical and frontline staff to develop and implement strategies to improve the patient & family centered care experience and performance on experience surveys.
• Maintains ongoing knowledge of current Patient Experience (PX) and Customer Experience (CX) trends and evidence-based practices.
• Attends and participates in educational conferences, webinars, etc. to enhance the overall patient experience program.
• Participates in improved organization performance through leadership and guidance to departments and committees.
• Identifies and directs projects toward improving the patient and family experience.
• Implements changes in alignment with organizational goals and priorities.
• Designs, manages, coordinates, and implements patient experience projects.
• Supports departmental and organizational improvement projects and meets process and outcome goals.
• Utilizing specialized knowledge and metrics related to experience surveys and performance improvement methodologies, coaches / consults / trains departments and interdisciplinary teams in identifying, prioritizing and implementing improvement strategies that enhance overall organization patient & family experience efforts.
• Responsible for building successful relationships, fostering open and frank communications in order to facilitate experience improvement.
• Assesses staff learning needs related to experience improvement.
• Develops and delivers education (both formal and informal), delivers targeted observations / coaching / training to enhance the patient experience.
• Evaluates the effectiveness of educational programs and continually seeks to develop staff's knowledge and skill around experience improvement and Family Centered Care.
• Collaborates with Patient Experience leaders in the identification, development, and implementation of all processes relating to improving the patient and family experience.
• Provides back up and support for Patient Experience team(s) as needed.
• Serves as Patient Experience liaison / consultant for hospital committees.
• Other duties as required.

Other information : Technical Expertise