Regional Patient Experience Lead - Mercy Medical Center

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This position is responsible for the deployment of a comprehensive patient experience improvement plan across the continuum of care for the hospitals within the given region.  Plans and provides training, expert coaching, observation, knowledge assessment, skill validation, and trends data in patient experience improvement for all levels of the organization.  Acts as point of contact for facilities and responds to patient experience inquiries related to measures, analysis, support and interventions.. Communicates all requirements and commitments for each project. Prepares and presents both oral and written reports and presentations on the progress of the facilities in meeting their patient experience goals. Aids in monitoring, reporting and analyzing patient experience data in order to identify priorities and opportunities for improvement, and reporting on findings to key stakeholders. Serves as a change agent and subject matter expert on patient experience data, reports, surveying, and best practices. Partners with directors and other manager/coaches to establish and sustain patient experience strategic plan. Adopts a proactive approach to identify risk to plan success. Develops and organizes tools, processes and procedures that can be utilized across the system to ensure positive patient experiences. In collaboration with Regional Director/Manager/Lead, interfaces with key leadership constituencies to help drive system performance. Applies evidence-based knowledge of performance improvement, survey instruments and methodology to work. Leads, facilitates, or participates in facility and facilities within region’s patient experience teams and improvement activities as assigned or approved by Regional Director/Manager/Lead. Supports other teams’ work in relation to patient experience outcomes, and supports integration of process improvements across system. This position coordinates the escalation of service recovery concerns to the appropriate leader for resolution.  Oversees and manages the volunteer program at their hospital(s).  Consistently attends patient experience team huddles, leadership trainings, and regional patient experience team meetings.  Performs related responsibilities as required.

EDUCATION, EXPERIENCE, TRAINING

Required qualifications:

1. Bachelor’s Degree from an accredited school required, or equivalent years of experience. Nursing, Statistics, Business or related field preferred.
2. Experience consulting or coaching evidence-based best practiced in patient experience in a health care setting
3. Clear communication and presentation skills – written and oral
4. Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders to creatively solve problems, guide, and influence people to improve patient and exmployee experience required.
5. Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.
6. Must effectively manage time, and operate as a self-starter by being proactive and assertive.
7. Experience developing and deploying statistical tools to measure and improve process and outcomes goals. 
8. Ability to travel to all entity locations throughout the geographic service area.

Preferred qualifications:

1. Masters preferred.
2. CPXP certification and/or experience applying Six Sigma, Lean or Value Stream Improvement methodology.
3. Two years working in patient experience, performance improvement, risk management, patient relations, or service excellence department in an acute care hospital.
4. Knowledge of CAHPS, reputation management, and other patient experience surveys in the public domain that impact public reporting and value-based reimbursement.
5. Demonstrated experience implementing cultural change across a complex healthcare environment.
6. Strong computer literacy and software experience – Word, PowerPoint, Excel, and Microsoft Teams.