Patient Experience Partner - Centra Health : Job Details

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Location: Lynchburg, VA

Overview

The PX Partner is accountable for the successful management of Patient Experience performance for their area of focus. They will serve as the boots-on-the-ground PX champion, serving as the face of Centra's Patient Experience with patients, families, and visitors at Centra. In addition, the PX Partner will provide consultative guidance to service line leaders on how to improve experiences through a combination of data analysis, patient rounding, and coaching/mentoring of frontline staff. The PX Partner will manage all patient complaints that arise for their respective areas, capturing the details and coordinating with the relevant stakeholders to ensure timely resolution. They will utilize patient feedback to identify areas of opportunity within the organization and will collaborate with the respective HR Business Partner and Process Engineer to execute PX-improvement initiatives. They are responsible for ensuring consistency in Patient Experience practice across the Centra organization.

Responsibilities

• Serves as the ambassador of the PX department to the organization
• Provides Patient Experience expertise and serves of internal work groups to support organizational initiatives
• Stays abreast of Experience trends inside and outside of healthcare for continual development
• Conducts quantitative and qualitative primary research methodologies to provide explanatory insight
• Serves as an educator, coach, and role model for Patient Experience best practices
• Develops and administers user-training on all survey functionality
• Acts as subject matter expert of survey vendor database, granting user access, trains new users and provides additional support, as necessary
• Attends regular staff huddles
• Works effectively and collegiately with all levels of the business unit in the organization
• Cultivates positive, trusting relationships throughout all levels and areas of the organization
• Builds strong relationships with peers and cross-functional partners to enable meaningful, and timely delivery of, results
• Analyze patient experience feedback, from multiple sources, and presents findings and recommendations
• Provide regular updates to leaders on unit PX performance (insights, trends, opportunities, etc.)
• Conduct regular observation and patient rounding within respective area
• Collaborate with unit staff, Foundational Five departments to understand, and create, the patient journey
• Utilize data to identify areas of opportunity, conduct root cause analysis, and develop action plan for improvement
• Plan, organize, and implement strategies and tactics to improve patient satisfaction on affected units
• Develops and executes on action plans, including setting targets, reporting metrics, and timelines
• Oversees service recovery efforts across areas of responsibility

Qualifications

• Required Education: Bachelors Degree with emphasis in Business, Communications, or related discipline OR five or more (5+) years of direct experience as a patient experience advocate, coordinator, or manager
• Preferred Education: Masters Degree
• Required Experience: Three (3) years of work experience in Project Management or Customer Service. Demonstrated ability to establish credibility as a trusted advisor and confidant to senior leadership. Strong communication and customer service skills. Excellent written and verbal communication skills. Ability to lead and work cross-functional with multiple disciplines throughout the organization. Demonstrated knowledge of group facilitation, team building, and coaching/mentoring. Outside-the-box, not afraid to challenge industry norms. Strong time and project-management skills. Proven ability to deliver results in a complex and dynamic work environment. Proactive and able to work with a high level of independence

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• General Business, Management, and Business Development

Industries

• Hospitals and Health Care