Patient Centered Care Specialist

Total Rewards: OSF HealthCare offers a comprehensive, market-competitive total rewards package that includes benefits, compensation, recognition, and well-being offerings tailored to each Mission Partner’s life stage and career.

Overview

In collaboration with leadership and administration, the Patient Centered Care Specialist champions service excellence and recovery throughout the facility. Partners with management and staff to support performance improvement and process management efforts at a microsystems level specific to the Patient Experience. Observes the patient experience environment and behaviors of Mission Partners, providing real-time support and education. Provides direct feedback to front-line Mission Partners and leadership regarding implementation of changes to achieve and sustain patient experience best practices. Assists staff and leadership with communication and integration of improvement efforts. Identifies resistance and barriers to change; addresses issues appropriately to facilitate and sustain improved patient satisfaction outcomes.

Requirements

• Bachelor’s degree in nursing, business, healthcare management, or related field
• 2 years’ experience in coaching, process improvement, change management, service excellence, and/or adult education with demonstrated ability to drive results
• Excellent interpersonal and communication skills
• Solid computer skills, including proficiency with Microsoft software
• Strong analytical and problem-solving skills, with the ability to be detail-oriented
• Ability to gather and interpret data relevant to complex patient care problems
• Maintains advanced skills in information technology and programs
• Strong problem-solving skills to work with leadership, providers, staff, and administration and to recommend and implement changes
• Effective written and verbal communication
• Demonstrates resilience and emotional intelligence in a dynamic environment, which may occasionally involve managing high-stress interactions or de-escalating challenging customer situations

Preferred Qualifications

• Master's degree in business, healthcare management, or related field
• Certified Patient Experience Professional (CPXP) issued from The Beryl Institute's Patient Experience Institute (PXI)

Pay

Expected pay for this position is $31.19 - $36.69/hour. Actual pay will be determined by experience, skills, and internal equity.