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PATIENT EXPERIENCE CONSULTANT Job

PATIENT EXPERIENCE CONSULTANT Job

Job Description

PATIENT EXPERIENCE CONSULTANT

Location: Methodist Health System
Department: Organizational Effectiveness
Schedule: Full-time
Shift: Day
Hours: 8:00 - 5:00
Job Details:
* Bachelor's of Science
*

The Methodist Health System (MHS) Organizational Effectiveness (OE) Team collaborates with leaders and their teams to support Methodist’s mission, drive its vision and ensure the successful and timely accomplishment of its business goals and objectives. The Patient Experience Consultant is responsible for supporting system-wide programs, initiatives, projects and interventions focused on ensuring that the experience for our patients and guests is consistent, seamless, and exceptional. Patient experience (PE) is established in the mind of customers through the evaluated effectiveness of the interactions that have taken place throughout the continuum of their care.

Members of the MHS Patient Experience Team partner with system and hospital leadership to develop and ensure the effective and consistent implementation of customer service strategies across the system. They work closely with hospital and entity leadership teams and hospital-based customer service committees to analyze patient experience survey results and identify, prioritize, plan, and oversee improvement efforts. They also participate in the identification of customer service performance targets and service-related performance improvements strategies.

Reporting:

The Patient Experience Consultant reports to the Patient Experience Manager.

Key Responsibilities:

•Monitor patient experience change efforts and evaluate results. Perform periodic auditing to ensure the consistent application of evidence-based tools and techniques.

•Identify and evaluate internal and external patient experience-related best practices and implement/promote them across the health system.

•Perform unit-level data analyses and process observations in each assigned key entity service area (i.e., inpatient, outpatient, ED, etc.) in order to identify current service performance gaps. Identify areas for improvement and provide detailed recommendations and proposed action plans to facility leadership.

•Periodically provide useful and explanatory reporting to key stakeholders regarding improvement progress in the targeted entity “focus areas”.

•Assist leaders in the development and cost-effective implementation of system and entity-specific strategies aimed at maximizing patient experience. Collaborate with local leaders to prioritize initiatives and facilitate work teams.

•Provide internal coaching and consulting to system and entity-based leadership and staff in order to drive patient experience improvement and help to ensure the achievement of patient satisfaction goals.

•Ensure that entity leaders are provided the tools and support needed to maximize patient experience.

•Identify and evaluate internal and external patient experience-related best practices and implement/promote them across the health system.

•Participate in local entity patient experience team meetings and other action committees and provide support for local patient experience champions.

•If active, participate in local patient advisory councils and utilize feedback to inform local patient experience strategies and tactics.

•Serve as a resource for performance improvement efforts in support of the local patient experience strategy.

•Participate in the implementation/evaluation of large-scale service initiatives.

•Identify learning needs and assist in the design, implementation, and delivery of training interventions aimed at improving facility service performance. Evaluate effectiveness and make adjustments where necessary.

•Work closely with other members of the patient experience team to ensure consistency in the efforts to maximize patient experience across the system.

•Maintain strong working relationships with PE vendors and user groups.

Requirements:

•Minimum three (3) to five (5) years demonstrated experience in (and passion for) the areas of service excellence or customer relations.

•Bachelor’s degree in business management, hospitality, health care administration, or related discipline.

•Minimum of four (4) years relevant experience in the areas of OE, process improvement, change management, or equivalent.

•Minimum of two (2) years project management experience.

Preferred Experience:

•Working knowledge of and experience with continuous process improvement methodologies and tools such as Lean, Six Sigma, PDSA/PDCA, etc.

•Healthcare or hospitality background preferred.

Candidate Should Possess:

•Experience in effectively coaching, influencing, collaborating, and consulting with individuals at all levels of the organization.

•A strong sense of personal accountability, passion, and ownership for achieving sustained patient experience excellence across the health system.

•The ability to inspire and initiate creative and innovative thinking surrounding patient experience at Methodist.

•Strong group facilitation and conflict management skills and a demonstrated ability to unite individuals around a common goal.

•An ability to rapidly identify and define problems, collect and analyze data, establish root cause, and identify and implement optimal solutions.

•Superior written/verbal communication and interpersonal skills.

•Ability to design and deliver impactful presentations to broad audiences.

•An ability to work collaboratively in a fast-paced team environment.

•A proven ability to work cooperatively across organizational boundaries and provide exceptional internal and external customer service.

•A demonstrated ability to effectively manage projects through their life-cycle and, upon completion, achieve meaningful and measurable results.

•Must be able to prioritize, manage, and execute simultaneous tasks.

•Strong critical thinking skills and the ability to work independently.

•An understanding of and ability to apply change management models and methods in support of various sized change initiatives

•High level of proficiency using the Microsoft Office suite (Word, Excel, PowerPoint, and Access).

•Proficiency in basic statistical and non-statistical data analysis and the interpretation customer satisfaction/experience data.

Job Requirements

 

Job Snapshot

Employment Type Full-Time
Job Type Health Care
Education 4 Year Degree
Experience Not Specified
Manages Others Not Specified
Industry Healthcare - Health Services
Required Travel Not Specified
Job ID 545164
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PATIENT EXPERIENCE CONSULTANT Job


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