Patient Experience Manager

We are more than healthcare. We are a family of caregivers who see what we do as a calling and treat every person, every time as if they were a loved one. We don't just heal what hurts. We ease minds and encourage spirits by providing a more personal level of care than ever before-physically, emotionally, and spiritually. Our mission is to Extend the Healing Ministry of Christ which starts with caring for others with uncommon compassion and going above and beyond to make those we serve, feel loved.

Wellness is at the core of what we do, focusing on living a better life today and always. We want everyone to Feel Whole and we see our work as a calling. This is how we make a difference. With our whole-person care, expertise and world-class resources we strive to provide an exceptional experience for all. With hospitals and facilities in over 9 states, our consistent approach to healthcare allows us to live our mission and ensure that our communities are living fuller, healthier lives.

GENERAL SUMMARY:

The patient experience manager provides consulting and coaching to leaders and the frontline team in the best practices for patient experience, requiring solid knowledge of functional best practices and critical thinking related to how to best influence others in process improvement. This role requires partnership skills and a can-do attitude, working closely with leaders and teams across the hospital. As a leader in implementing improvements in patient experience, this role requires a strong working knowledge of effective reporting and interpretation of survey results, along with an understanding of statistical concepts. This position serves as a change agent for AdventHealth Avista, partnered closely with both clinical and non-clinical leaders in elevating experience.

Schedule: PT Days, 20 hours per week. Schedule is flexible! No call required.

Location : 100 Health Park Drive, Louisville, CO 80027

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES :

Patient Experience Management Responsibilities

• -Manages patient experience efforts, demonstrating strong collaboration, partnership, and negotiation skills.

• -Demonstrates strong project management skills, and effectively develops and monitors project workplans to completion.

• -Leads committees/efforts and leverages patient experience best practices across all care settings.

• -Manages and addresses patient complaints, working closely with leaders and risk management.Fosters a spirit of resolving issues, meeting, and exceeding the needs of our consumers.

• -Partners closely with Human Resources in events related to our service standards and The Whole Care Experience and fosters the link between team member and patient experience.

• -Leverages the power of story and patient comments to engage the hearts of the team and advance patient experience improvement.Provides on-going story contribution to the headquarters office.

• -Influences accountability for patient experience results, working closely with campus senior leadership on the best approach, including performance review/patient experience committees.

• -Participates in the AdventHealth Experience leaders 'network monthly meetings, with learning and best practice sharing opportunities.

• -Other duties as assigned.

• Patient Experience Consulting

• -Consults with leaders, physicians, and staff at all levels in best practices for patient and family experience.

• -Collaborates with executives and leaders to create and oversee unit/department level action plans to drive improvement.

• -Organizes consulting priorities in a strategic manner, and pro-actively works with executives to ensure focus on the most critical areas for patient experience improvement.

• -As an influencer of change, partners closely with clinical and non-clinical leaders to elevate the patient experience, and coaches on the best practice experience standards.

• -Seeks out system standards for consulting on patient experience initiatives, strives for consistency and leverages existing collateral and methods for improvement.

• -Demonstrates expertise and consults with skill on all tools in place to support the entrenchment of best practice, including technology/online tools.

• -Demonstrates expertise and knowledge of all patient experience feedback surveys leveraged at AH Parker.Understands Press Ganey Online reporting, priority indices, and NarrativeDX sentiment analytics, and can effectively share with others.

• -Stays current on all AdventHealth wide dashboards, reports, and educational offerings, and leverages appropriately.

• -Understands and stays current on CMS CAHPS requirements, Value Based Purchasing, Press Ganey & CAHPS survey processes, results, and statistical significance, and is able to articulate them in a written or oral mode to all levels of the organization.

• -Interfaces with corporate office to ensure that CMS CAHPS patient upload requirements are met, including researching, and ensuring correction of patient records found to be out of compliance upon Press Ganey audit.

• Patient Experience Education

• -Works closely with leaders to establish and coordinate simulation skills labs for caregivers for patient experience standard best practices.

• -Conducts engaging training classes and meetings as needed in support of key initiatives.

• -Seeks out system standards for education on patient experience initiatives, strives for consistency and effectively leverages available offerings.

• -Assists Human Resources in the introduction to The Whole Care Experience for new team members.

Qualifications

KNOWLEDGE AND SKILLS REQUIRED:

• -Demonstrates strong communication, organization, and follow-through skills, managing patient experience improvement initiatives, projects, and programs.
• -Skilled, demonstrated experience as a nurse leader driving patient experience improvement.
• -Knowledge of clinical and nonclinical acute hospital operations and continuum of care (connected care) pre/post-acute services
• -Excellent communication skills (verbal and written) with a proven track record of effectively presenting information to all levels of the organization, including senior executives.
• -Service mindset with a roll up your sleeves attitude…strong partner to others
• -Flexibility and adaptability to change, with ability to function in a highly independent manner.
• -Strong interpersonal skills and an ability to interface effectively with physicians, nursing, non-clinical and executive leadership.
• -Strong attention to detail and ability to problem-solve effectively.
• -Strong consultant skillset, with the ability to influence all levels in the organization.
• -Exhibits excellent complex analytical, and change management skills
• -Solid ability to analyze and evaluate problems by defining the challenges, identifying alternatives, and making timely decisions.
• -Strong knowledge of Patient Experience best practices, and how to best integrate with clinical care.
• -Solid knowledge of CMS CAHPS requirements, statistical concepts, and the survey process
• -Expertise in effective methods of education and adult learning practices
• -Ability to lead, organize and work on multiple initiatives/projects without compromising work.
• -Proficiency in Microsoft Outlook, Word, PowerPoint, Excel

EDUCATION AND EXPERIENCE REQUIRED:

• -Bachelor's degree in nursing
• -Minimum of ten (10) years of healthcare related experience
• -5 years of experience as a Nurse Manager or above in an acute care setting or 3 years of experience in a patient experience consulting role in a multi-campus setting
• -10 years of experience as an RN
• -Demonstrated history of leading strong improvement results in patient experience

EDUCATION AND EXPERIENCE PREFERRED:

• -Master's degree in healthcare or business related field

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:

• -RN License

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

• -Lean or Six Sigma certification
• -Certified Patient Experience Professional

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Patient Experience

Organization: AdventHealth Avista

Schedule: Part-time

Shift: 1 - Day

Req ID: 24008677

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.