Patient Experience Specialist

HOW WE CARE FOR YOU:

At Rochester Regional Health, we are dedicated to getting health care right. Our robust benefits and total rewards foster employee wellbeing, professional development and personal growth. We care for your career while caring for the community.

• Pension Plan
• Retirement Plan
• Comprehensive Benefits Package
• Tuition Reimbursement
• Benefits Effective Date of Hire
• Same Day Pay through Daily Pay

SUMMARY

The Patient Experience Specialist position is critical to enhancing patient care by driving improvement initiatives, fostering a culture of hospitality, and ensuring best practices. This role will provide focused expertise and collaboration to elevate the patient experience across the organization.

STATUS: Full Time

LOCATION: UMMC North Campus / Riedman Campus

DEPARTMENT: Patient Experience

SCHEDULE: Monday - Friday 8:00AM to 4:30PM

ATTRIBUTES

• Bachelor’s degree in healthcare management, organizational development, organizational psychology, nursing, or a related field.
• Minimum of 3 years of experience in healthcare, quality improvement, or a related field.
• Minimum 1 year in patient experience and/or customer experience improvement work.
• Lean certification or proficiency in Lean process improvement methodologies.
• Demonstrates a commitment to continuous improvement.
• Excellent communication skills (in-person, telephone, and written) for interactions with patients, families, staff, and external clients at different levels.
• Exceptional customer service, strategic thinking, and problem-solving skills.
• Proven project management skills and experience in creating and sustaining organizational change.
• Motivated, self-starter with ability to independently coach and train staff.
• Ability to prepare and present to a diverse team.
• Effective conflict resolution skills, maintaining tolerance and flexibility.
• Capability to handle multiple tasks in a dynamic, fast-paced environment and work collaboratively in a team.
• Experience working within a multicultural environment and with a diverse customer base.
• Bi-lingual language (Spanish) capability preferred.
• Knowledge of healthcare-related customer service/patient experience methods and survey methodology (CAHPS and Press-Ganey is a plus).
• High proficiency with Microsoft Excel, PowerPoint, and other MS Office applications.

RESPONSIBILITIES

• PATIENT EXPERIENCE: Coordinate and manage patient experience improvement initiatives. Manage logistical and administrative aspects of patient experience projects. Collaborate with leadership and care teams to develop workflows and execute improvement plans. Collaborate with clinical and operational leaders to identify, design, implement, and evaluate quality improvement projects and initiatives to enhance patient outcomes. Participate and collaborate with performance improvement teams. Provide recommendations to senior leadership on quality-related metrics and activities. Create and provide education and coaching support for leadership and care teams regarding patient experience initiatives. Foster a culture of continuous learning and improvement by delivering ongoing education on patient experience topics. Audit and track project performance relative to goals. Disseminate patient experience quantitative and qualitative data reports. Review patient experience scores with leadership to identify gaps and help set goals.

• ANALYTICS & COMMUNICATION: Produce comprehensive visuals, reports, and present findings to relevant stakeholders. Use data-driven insights to recommend areas for improvement. Ensure activities comply with regulatory standards and partner with leadership to ensure measures align with designations to enhance outcomes. Support the management of service alert processes, and address any issues or complaints as they arise. Serve as a liaison between patients, families, and healthcare providers to address concerns related to patient experience. Serve as a lead and role-model in fostering a culture of collaboration and hospitality. Advocate for patient experience initiatives and promote a transparent communication culture within the organization. Mentor unit and department leaders, physicians, staff, and team members in establishing and embedding consistent practices for experience elevation through project management support and promotion of best practice use. Travel locally to various sites to provide support for patient experience improvement. Performs other duties as assigned

PHYSICAL REQUIREMENTS: S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

PAY RANGE: $65,000.00 - $88,500.00