Patient Experience Consultant 2 - Hospital - Baylor University Medical Center : Job Details

This individual will support the visionary healthcare experience across the care continuum to ensure the delivery of an exceptional experience to patients, caregivers, families, and staff. This person will serve as the leader for experience at the site/facility level, providing direction and counsel to leaders, caregivers and teams. This individual will provide the site/facility with a single point of leadership and will be accountable for implementation and driving tangible results in delivering an exceptional experience.

This individual will report to the Office of Patient Experience and works closely with senior leaders at the entity level in support of the delivery of an exceptional experience.

Essential Functions of the Role:

• Communicate the exceptional experience vision and strategy; grounded in both analytics-based understanding of needs and business dynamics/brand strategy to optimize experience and loyalty, in collaboration with facility/site leadership.
• Execute Voice of the Patient activities (Patient and Family Advisory Councils), to continuously adjust to demand expectations, including standardizing the patient journey with improvement opportunities for the patient experience in all touch points, enabling delivery of a best-in-class experience.
• Utilizing standard reporting, lead the measurement capture and optimization of key performance indicators to be implemented to gauge experience and loyalty effectiveness. Spends majority of the time in performance improvement, mentoring and coaching leaders and staff to achieve our ambition.
• Collaborates with OPX toward adopting new technology and other new initiatives to move toward real-time data collection/analysis.
• Provides a clear understanding of experience analytics and clearly articulates the science and direction behind the data.
• Manage experience evaluation through an ongoing process, utilizing insights from analytics, usability audits, and research results, including patient experience metrics.
• Partner closely with clinical and system leadership to implement new programs, technologies and strategies to improve care delivery across the care continuum.
• Cultivate a positive environment through managing for results and developing staff understanding/role in the BSWH Exceptional Experience Model.
• Support relationship-centered communication (ART of Communication) through ongoing coaching/advocacy. Become Academy of Communication in Healthcare certified facilitators.
• Advocate for integration of BSWH Exceptional Experience Model to drive exceptional experience, including branded experiences, service offerings and further opportunity identification.
• Build linkages between the patient experience and team member engagement.
• Tailor strategies to foster a best-in-class exceptional experience.

Key Success Factors:

• Experienced knowledge of tools and techniques of quality performance measurement and data testing.
• Experienced knowledge of Texas, Joint Commission and CMS standards.
• Experienced knowledge of trends, developments, and research in providing high-quality safe care.
• Skilled facilitator, coach, consultant, influencer.
• Management and strategic thinking skills.
• Investigative and problem-solving skills.
• Skilled in the use of computers, and related software applications.
• Excellent verbal, social and written communication skills.
• Able to mentor, train and develop instructional materials to educate leadership and staff in quality, patient safety, and regulatory issues.
• Able to work collaboratively and effectively with a wide range of stakeholders and across organizational lines and teams.
• Able to identify and deploy required project management processes, tools, and templates needed to successfully drive initiatives.
• Able to partner with key stakeholders to identify impediments to success and recommend and implement corrective action and/or mitigation.
• Able to work alone or with varying levels of direction or indirect supervision and guidance.
• Able to appropriately prioritize tasks to meet desired deadlines.
• Must achieve CPHQ, CPPS, or role-appropriate certification within two years.
• Licensed clinician such as nurse, physical therapist, occupational therapist, dietitian, respiratory therapist, etc. preferred.

Qualifications:

• Education - Bachelor's
• Experience - 5 Years of Experience