Consultant Patient Experience - Hybrid in Nashville TN

Job Summary

Provides leadership and facilitation of programs, services, and projects that support the Patient Experience as it relates to Vanderbilt Health’s Service Pillar work. In collaboration with clinical and administrative leadership, facilitates initiatives that foster and enhance a culture of patient and family centered clinical service excellence. Responsible for all aspects of planning, design/development, implementation, and evaluation for complex large projects or multiple smaller projects. Interfaces regularly with faculty, senior leaders, managers, staff, patients, and family members. Leads subcommittees, task forces, work groups, and project teams and serves as a single point of contact for those work efforts. Serves as subject matter expert on patient experience processes and tools and point of contact for assigned areas within the organization.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in nursing, public health, health administration, business or a related field.
• Minimum of 3 years’ experience.
• Excellent oral and written communication skills.
• Organizational and project management skills.
• Strong analytical skills and computer skills (Microsoft Excel, PowerPoint, Outlook).

SKILLS

• Ability to lead through influence.
• Team mindset and skilled in collaboration.
• Self-starter and ability to work independently.
• Skilled in using data to tell the patient story.
• Experience in a complex healthcare environment.
• Strong communication skills.
• Strong relationship building skills.

Key Responsibilities

Process Improvement

• Use patient and family feedback and direct observation to identify potential gaps in services and/or opportunities for improvement.
• Develop vision for the end product as programs/services move through the design continuum.
• Identify barriers and recommend and facilitate initiation of solutions or improvement efforts.
• Identify ways to assess and positively alter the culture and mindset related to the patient experience.
• Implement change for positive service outcomes.
• Research regulatory and compliance issues that impact the work of the division.
• Network and benchmark with other organizations to identify best in class service solutions.
• Use data to measure and demonstrate gaps and subsequent improvement in processes, systems, and outcomes.

Project Management and Leadership

• With minimal direction, serve as leader and/or primary staff for institutional and divisional committees, cross-functional project teams, or multi-disciplinary work groups to achieve defined goals and objectives.
• Develop project plans, goals, and objectives in collaboration with senior leadership (define charter for work, key milestones, timelines, deliverables, and resource requirements).
• Benchmark with external organizations and review research for best practices.
• Provide leadership in the execution of day-to-day project activities including development of work plans, setting priorities, facilitating meetings, monitoring progress against established timelines, and ensuring meeting records and other documentation is complete and up-to-date.
• Proactively manage changes in project scope, identify potential barriers, and devise contingency plans.
• Provide regular status reports to leadership.
• Create metrics and standards for measurement of operational effectiveness and improvements.
• Provide training for medical center staff, managers, and faculty on access, interpretation, and use of the survey data and system.

Team Building, Communication, and Change Management

• Participate in medical staff or administrative committee and work groups.
• Readily volunteer to assist organizational leaders and teams as needed.
• Promote constructive formal and informal information sharing and interdisciplinary collaboration.
• Solicit and secure input and participation of all key stakeholders in projects and work groups.
• Ensure four-way communication across key stakeholder and constituency groups and departments to maximize information sharing around progress, needs, inter-dependencies and recommendations.
• Anticipate and communicate the impact of change to the rest of the organization, as needed.
• Cooktrain staff, as needed, to support change.
• Recognize and celebrate accomplishments and improvements.
• Translate and communicate learnings to leadership.
• Develop and deliver communication presentations across multiple, varied venues and groups.

Personal Development

• Actively identify and seek out professional development opportunities through organization memberships, networking, conferences, and self-study.
• Stay abreast of regulatory and compliance issues that impact the work of the organization.
• Seek out opportunities to better understand Vanderbilt organization, mission, values, goals, and priorities.
• Develop and nurture relationships with colleagues pertaining to the patient experience and service focus initiatives.
• Maintain skills to support project management, communication, presentation, and electronic tools.