Patient Experience Business Partner - Service Excellence

Work Shift:

Day - 8 Hour (United States of America)Supports Emory Healthcare inpatient and outpatient divisions by providing in-depth proactive consultation, 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.

JOB RESPONSIBILITIES:

• Demonstrates proficiency in qualitative and quantitative data collection, analysis, and reporting, including focus groups to add nuance to quantitative feedback.
• Continually monitors patient satisfaction data and analyzes results, collects, and reports feedback, conducts gap analysis, identifies critical factors for success, and convenes multidisciplinary teams for process improvement initiatives.
• Provides coaching on service recovery, best practices, employee communications, reward & recognition, service data retrieval and analysis.
• Provides creative solutions to exceed expectations, create loyal customers, positive word-of-mouth advertising and meet patient satisfaction survey goals.
• Leads creation, reviews and timely distribution of reports for patient experience accountability and goal setting.
• Partners with local leadership to engage team members and volunteers for improvement initiatives.
• 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 business partners to achieve organizational directional strategies.
• Rounds in clinical areas and provides real time coaching.
• Prepares training courses, tools and presentations to support patient experience strategy.
• Demonstrates leadership skills in committees and improvement projects to improve patient experience.
• Performs rounds and audits in partnership with clinical and operational teams to address process improvement strategies.
• Identifies coaching opportunities to build capacity for underperforming care team members in collaboration with business partners, providing shadowing, auditing, and individual coaching sessions.
• Drives patient experience quality improvement programs, in partnership with key stakeholders.
• Participates 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 plan for personal professional development and identify needed resources for training.
• Attends meetings, huddles and educational in-services as appropriate.
• Actively participates in improvement projects that improve workflows, efficiency, accuracy, and quality of care experience.
• Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments.
• Performs other duties as assigned.

SKILLS REQUIRED:

• High degree of interpersonal communication and relationship building skills.
• Data analytics.
• Teaching / training / coaching.
• Demonstrated proficiency in computer programs such as customer databases, Microsoft Office and online applications.
• Ability to work independently.
• Local travel may be required.

MINIMUM EXPERIENCE/EDUCATION:

• Bachelors degree required; Master''s degree preferred.
• 2 years of relevant healthcare experience working with clinical teams and/or patients.
• Experience in process improvement, training and change management concepts.
• CPXP, DEI, data analytics or other relevant certification preferred.
• The combination of education and experience will be considered in lieu of degree.

PHYSICAL REQUIREMENTS:

• Frequent standing & walking (50% of the workday)
• Occasional sitting (50% of the workday)
• Carrying of objects up to 10 lbs
• Close eye work (computers, typing, reading, writing)
• Physical demands may vary depending on assigned work area and work tasks.

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare's Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.

Scheduled Weekly Hours:

40

FTE:

1

Expanded Work Shift:

On Call: