Patient Experience Clin Spec/Supervisor - RN required

Job Summary:

The Service Excellence Clinical Specialist/Supervisor is a master’s prepared nurse who brings expert knowledge and leadership to the Healthcare System to guide specific patient and family experience practices that are evidenced based.  The Service Excellence Clinical Specialist functions as a leader of the Service Excellence Department team and serves as a resource and supervisor to the interdisciplinary care team for patients and families. This position will consult with all leaders of the system to provide education and implementation of best practices to improve the overall patient and family experience. This role also supports the Mission of Frederick Health and complies with the Health Systems Standards of Behavior.

 Examples of Essential Functions:

·         Fosters and implement initiatives that are evidence-based and timely utilizing data analytics:

·         Serves as resource for and assists the employees and medical staff in providing a positive Patient Experience. Available to raise concerns, discuss patient experience options, and initiate evidence based practices for improving the patient and family experience.

·         Acts as a mentor contributing to the quality and service improvement effort in the health system culture.  Serves as an advisory resource for critical initiatives across Frederick Health. Collaborates with a variety of departments to ensure the consistent delivery of patient-centered care.

·         Identifies, implements, and promotes best practices. Utilizes knowledge of consumerism as well as LEAN/Six Sigma principles to implement initiatives.

·         Integrates change strategies throughout the organization:

• Acts as a role model and resource for Service Excellence team members in the areas of organizational change, critical thinking, planning, research, and other professional patient experience activities. 
• Works with health care team to problem-solve continuum of care issues and facilitate appropriate use of resources.
• Serves as member of leadership to ensure quality patient experience practices and outcomes, as well as the goals of the department, hospital, and healthcare system

• Leads interdisciplinary team efforts for process improvement initiatives that require interdepartmental collaboration.

• Provides expert knowledge to colleagues, health professionals, and consumers.
• Represents Frederick Health in professional/community service groups as needed.

·         Develops excellence in Patient Experience practices:

·         Collaborates with Frederick Health leaders to monitor experience outcomes and practices, identify knowledge/skill needed to develop the expertise of employees.

·         Supports and facilitates shared governance groups, to help guide and standardize patient and family experiences. Is an innovator for service excellence practices.

·         Serves as a Press Ganey expert for the Health System and assists with specific issues.  Provides continual awareness of healthcare excellence and influence affecting overall Frederick Health goals.

·         Reviews and analyzes Press Ganey data for health system. Works with Patient Experience team to develop educational service initiatives to include process analysis and change recommendations.  Proactively collaborates with department managers to coach staff and presents in-services as needed. 

·         Supervises members of the Service Excellence staff:

• Completes performance evaluations of SED staff.
• Works closely with employees to develop direct knowledge of their abilities to better utilize individual’s strengths.
• Maintains time and attendance records and signs off on time cards.
• Schedules employees to maximize productivity in the department.           
• Assists with the planning and development of department improvements and provides feedback on ideas to Director.
• Develops, reviews, and revises policies and procedures, both clinical and administrative, on an ongoing basis.
• Serves as the primary source of contact for problems arising from all customers, both internal and external and employees.
• Participates in the interview process and makes hiring recommendations of qualified prospective employees. 
• Counsels and / or disciplines employee’s following FH departmental policies and procedures.  Documents all employee information appropriately and in a timely manner.
• Assists with the development of annual departmental goals and objectives consistent with FH’s Philosophy and Mission Statement and is responsible for coordinating the implementation of the same.
• Trains new hires and educates staff on any new or updated procedures/processes
• Assists with development of operational budget of SED.

·         Supervises members of the Service Excellence staff:

• Demonstrates commitment to personal career growth and development. 
• Completes 20 CE/PXE hours/year in addition to the Frederick Health Mandatory education programs.

·         Performs other duties as assigned.

Required Knowledge, Skills and Abilities:

·         Demonstrated ability for a high degree of analysis, critical thinking, and judgment in provision of care.

·         Demonstrated ability for effective written and verbal communication with individuals and groups.

·         Excellent leadership, organization and collaboration skills.

·         Strong interpersonal skills to interact with leadership, patients, families and interdisciplinary care team.

·         Proficiency with computers and Microsoft Office products.

·         Experience leading projects.

·         Experience with consumerism and voice of the customer.

Minimum Education, Training, and Experience Required:

·        Registeered Nurse in MD or Compact State

·        Master’s Degree in Nursing Required

·         National Certification in area of Service Excellence within two years of hire.

·         Five years of experience in Nursing, including two years of customer satisfaction/experience

Patient Contact

Must demonstrate and maintain current knowledge and skills in providing appropriate care/contact for patients in the following age groups:

                _X_        Neonate (0 thru 30 days)

                _X_        Infant (31 thru 12 months)

                _X_        Child (13 months thru 12 years)

                __           Adolescent (13 years thru 17 years)

                _X_        Adult (18 years thru 65 years)

                _X_        Geriatric (66+ years)

                _X_        Performance of job does not require patient contact

Must demonstrate knowledge of the principles of growth and development over the life span and possess the ability to assess data reflective of the patient’s status.  Possess the ability to interpret the appropriate information needed to identify each patient’s requirements relative to his/her age-specific needs and to provide the care/contact needed as described in the Department’s policies and procedures.

Physical Demands:

Sedentary - Light Work - Lifting up to 15 pounds on an infrequent basis (less than one lift every three minutes).  While work is mostly done sitting, a certain amount of walking or standing is often necessary.

Ergonomic Risk Factors:

·         Repetition:  Repeating the same motion over and over again places stress on the muscles and tendons.  The severity of risk depends on how often the action is repeated, the speed of the movement, the required force and muscles involved.

·         Awkward Posture:  Posture is the position your body is in and its effect on the muscle groups that are involved in the physical activity.  Awkward postures include repeated or prolonged reaching, twisting, bending, kneeling, squatting, working overhead with your hands or arms, or holding fixed positions.

Working Conditions:

·         Demanding office working conditions.  Exposure to highly emotional situations including critically ill patients and distraught and/or dissatisfied families/friends/staff.

·         Exposure to hazardous materials as may be found in a normal office environment.

·         Bloodborne Pathogens Exposure Risk:   Category B – MAY have exposure to blood or body fluids.

Reporting Relationship:

Reports to the Director of Consumer Experience/Service Excellence Department with oversight and direction from the VP Nursing & CNO, Administration.

Disclaimer:

The content of this document reflects the general duties, responsibilities, minimum skills, abilities and competencies necessary to perform the essential functions of the job and should not be considered as an exhaustive detailed description of all the work requirements of the position.

Schedule:

(4) 9 hr shifts weekly 9a-6:30p with on-call requirement 

Caring for you as you care for the CommUNITY           

Frederick Health offers a comprehensive and affordable benefits package. Health, Dental and Vision insurance are offered the 1st of the month after 30 days of employment to all employees hired to work at least 20 hours per week and we offer multiple plans to best meet your and your family's needs. Life insurance, Short-Term Income Replacement and Long-Term Disability are employer paid for eligible employees. Frederick Health offers a robust Paid Time Off program for eligible employees. Our 403B retirement plan helps you save for your retirement and includes an employer match to eligible employees. All employees have access to free financial planning sessions. We also offer an educational assistance program to support your education goals as well as an employer paid Employee Assistance Program.              

Pay is based on experience, skills and education.   If position is part-time, salary will be pro-rated based on scheduled hours.  The pay range may also vary within the stated range based on specialty if applicable. Non-Exempt positions may have shift differential and/or Overtime paid, if applicable.             

Pay range: $77,084.80 Min - $123,323.20 Max annually