Patient Experience Advisor

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Job Summary

This Patient Experience Advisor is responsible for strengthening our culture of service, specifically by assisting the Patient Experience Manager and Chief Experience Officer with developing strategies and education to all levels of the organization. This position serves as an advocate for patients and their families to facilitate improved communication efficiency and customer satisfaction.

Reports to: Manager: Assigned department manager(s)

Job Specific Responsibilities

Daily assignments may include but are not limited to:

• Respond to questions regarding patient care policies and treatment, and will assist UMC/UMCP in achieving a satisfactory outcome to report to hospital/clinic departments involved. All other related assigned duties

• Serves as an advocate for patients and their families to improve communications, efficiency and customer satisfaction within the facility.

• Provide leadership and expertise in the development, implementation, oversight, and evaluation of service initiatives.

• Utilizes Patient Experience feedback to drive improvement. Uses results for patient care improvement in conjunction with the committee involvement throughout the organization; Provides summary of PX feedback and comments to key leaders when necessary.

• Serves as an organizational expert for patient experience. Using CAHPS and vendor data to benchmark, develop, and offer Best Practice solutions for various departments/clinics throughout the health system.

• Coordinates and provides competency training by presenting at UMC/UMCP service meetings (i.e. SIOP events, Patient Advisory Council, Webinars, New Employee Orientation); Provide patient satisfaction & competency training annually

• Evaluate current patient, family, physician, and staff education programs to ensure they align with a culture of patient-centered care and enhance the patient experience. Modify, eliminate, and/or replace programs, as necessary.

Education and Experience

• High School Diploma or GED
• +2 years of related customer service and/or patience care experience

Required Licensures/Certifications/Registrations

N/A

Skills and Abilities

• Knowledge of service excellence / customer service principles and practices, and a strong working knowledge of process improvement, customer relations, conflict resolution strategies, and project development.

• Demonstrate effective communication skills, both oral and written, and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals. Advisors must be able to effectively document / communicate procedural steps taken to resolve issues / concerns.

• Excellent priority management skills and the ability to consistently meet organizational / department deadlines and objectives. Advisors must be persons of influence while being able to pursue positive change, i.e. must be able to inspire change across multiple disciplines.

Interaction with Other Departments and Other Relationships

This position must interact closely with UMC medical staff and other ancillary areas in order to facilitate a quality multidisciplinary approach to patient care. Furthermore, this position will interact with UMC customers to support the continuum of care following patient discharge. Requires constant communication with Information Management and Business Departments, and to a lesser degree with other departments.

Physical Capabilities

Patient Experience Advisors should be emotionally and physically fit. The work of this position is balanced between sitting, standing, walking, lifting, carrying, and driving. This position requires the ability to hear and speak with others, verbal communication is necessary to improve service delivery. Employees must be able to see since they monitor the physical appearance of the hospital. A high level of energy is needed, as this position encounters and maintains high activity, as a daily physical appearance is required to visit customers.

Environmental/Working Conditions

The position is subject to inside and outside environmental conditions. This position frequently travels to off-site locations; therefore, participation in certain activities will be based on presenting weather conditions.

UMC Health System provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

• Request for accommodations in the hire process should be directed to UMC Human Resources.*