Inspire health. Serve with compassion. Be the difference.

Job Summary

Responsible for developing, supporting and implementing system-wide patient experience strategies and best practices across the continuum of care as part of the Pulse clinical operating system. As the subject matter expert, will coach, consult with, and support local and system providers and operational leaders in implementing patient experience improvement programs and initiatives that accelerate and sustain results. Ensures the voice of the patient is part of the work and will collaborate with teams to ensure the work is connected in messaging and implementation. Provides need assessments, gap analyses and data analytics to identify opportunities and provide instruction in best practices, continuous improvement learning and methods to drive improvement. Helps develop junior team members. Develops and implements trainings and participate in system level assignments, as needed.

Essential Functions

All team members are expected to be knowledgeable and compliant with Prisma Health's purpose: Inspire health. Serve with compassion. Be the difference.

• Provides support, coaching and training across the enterprise for service lines, providers, medical group and acute care. Participate in and facilitate system-wide initiatives that support this mission critical work. Ensures the successful implementation of the Pulse clinical operating system.
• Teaches leaders in and use continuous improvement methodologies to close gaps in performance and create a seamless patient experience across the continuum of care. Is competent in conducting needs assessments and gap analyses to assess priority areas and effective interventions. Partners with Advocacy to close complaint and grievance gaps. Coaches' leaders in the implementation of best practices and strategies, adhering to performance accountability frameworks.
• Helps leaders create teams of psychological safety, just culture, and accountability as the foundation of patient experience work. Helps leaders and teams with other areas in the organization to drive improvement and engagement. Develops and implements training sessions at the individual and group levels.
• Coaches and mentors junior team members
• Interprets patient experience data to help leaders identify strengths and opportunities as well as measuring progress. Trains leaders in patient experience survey and other applicable electronic tools.
• Meets deadlines and keeps assigned meeting times with teams and leaders on a regular cadence.
• Supports local leaders in implementing and maintaining Patient Family Advisory Councils and encourages all levels of the organization to include patients in the design and implementation of programs and initiatives.
• Performs other duties as assigned.

Supervisory/Management Responsibilities

This is a non-management job that will report to a supervisor, manager, director or executive.

Minimum Requirements

Education - Bachelor's degree in Clinical or business-related field of study. Master's degree preferred.

Experience - ​Three (3) years of experience in the healthcare environment. Preferred experience in patient experience, continuous improvement and/or training development and implementation.

In Lieu Of

In lieu of the education and/or experience requirements indicated above the following combination of education, training, and/or experience will be considered an equivalent substitution: Five (5) years in healthcare in areas of patient experience and continuous improvement capacities.

Required Certifications, Registrations, Licenses

A valid driver’s license; an acceptable motor vehicle record, as defined by the Acceptable Motor Vehicle Record (MVR) Chart; and proof of auto insurance.

Knowledge, Skills and Abilities

• Knowledge of Patient Experience best practices
• Computer skills (proficiency in word processing, databases and data entry)
• Knowledge of office equipment (fax/copier)
• Adaptability
• Interpersonal skills
• Skills in leading through influence, just culture and psychological safety frameworks to help leaders develop strong learning environments in their areas to drive team member engagement in the work.
• Skills in team facilitation to help groups and cross functional teams collaborate to create a seamless patient experience across the continuum of care.
• Knowledge of continuous Improvement methodologies - preferred
• Knowledge of training development and implementation - preferred

Work Shift

Day (United States of America)

Location

Prisma Health Corporate Office

Facility

Corporate

Department

Clinical Care Experience - Patient Experience

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.