Patient Experience Improvement Strategist

At Children’s Nebraska, our mission is to improve the life of every child through exceptional care, advocacy, research and education. As the state’s only full-service pediatric healthcare center, we provide comprehensive, holistic care to our patients and families—from primary and specialty care to behavioral health services and everything in between. Dedicated to a People First culture, we foster an environment with joy, belonging, well being, learning and growth. Turn your passion into purpose and make a difference where it matters most.

A Brief Overview

The Patient Experience Improvement Strategist helps to facilitate the integration of patient and family voices into operational decision-making across the enterprise and supports and advises leaders at all levels on effective strategies to continuously improve patient and family experiences. This role promotes excellence in care delivery by providing service consultation, resources, collaboration, leadership, and research, and by advocating for change as needed. The ability to understand the needs of patients / families and business operations, and to be a trusted expert for leaders as they define and deliver positive patient experience interventions is the hallmark of this role.

Essential Functions

Strategic Advising and Consultation

Partners with leaders to interpret and analyze patient experience data

Identifies opportunities for improvement

Assists in the development of experience strategies

Guides leaders through evidence-based best practices

Collaborates with leaders on cross departmental improvement projects

Patient Experience Measurement Management

Serves as a subject matter expert in survey measurement

Analyzes trends, synthesizes insights, and communicates learnings through reports and presentations

Works directly with the organization’s patient experience measurement vendor

Supports data transparency through the design and distribution of reports and the integration of data into other tools used by the organization

Training and Professional Development

Designs and delivers training and programs that strengthen patient experience-related competencies

Builds and administers internal campaigns that promote purpose, service excellence, compassion, and a positive human-centered culture.

Coordinates the sharing of internal and external best practices and innovations

Patient and Family Advisory Council (PFAC) Administration

Recruits new members in collaboration with care teams

Maintains the engagement of members through outreach and activities

Coordinates and helps to lead member meetings, in conjunction with the PFAC Steering Committee

Supports the strategic integration of members into organizational committees and projects

Thought Leadership / Resource Creation

Creates educational content, campaigns, and microlearning experiences to sustain a culture that supports exceptional experiences.

Stays current on trends, research, and innovations in experience strategy.

Identifies opportunities to acknowledge organization for patient experience best practices as seen through support of award submissions, publication and presentation, i.e. assist others in article development, author / co-author articles, development of poster or oral presentations.

Education Qualifications

Bachelor's Degree From an accredited college or university in healthcare / business administration, communications or a related field Required and

Master's Degree From an accredited college Preferred

Experience Qualifications

Minimum 3 years’ experience in healthcare or healthcare related field with a preference for prior experience providing strategic direction in patient and / or customer experience Required and

Minimum 1 year experience leading people or projects Required and

Previous experience with an industry survey process / analysis Preferred

Skills and Abilities

Excellent analytical skills to include data gathering, fact-finding, and report generation using word processing, spreadsheets, and database tools.

Proficiency with computer programs including working knowledge of Microsoft Office applications.

Strong background in the use of data to improve processes

Must have excellent organizational and communication skills in both written and oral form.

Must have ability to work well with others.

Must be able to work independently or with very general direction

Licenses and Certifications

Certified Patient Experience Professional (CPXP) If not currently certified CPXP within 1-1 / 2 Yrs Required

Six Sigma Green Belt Certification Six Sigma Green or Black Belt certification Preferred and

Children’s is an equal opportunity employer, embracing and valuing the unique strengths and differences of people. We cultivate an inclusive environment of respect and trust where we all belong. We do not discriminate based on race, ethnicity, age, gender identity, religion, disability, veteran status, or any other protected characteristic.

Requisition ID : 23065