Patient Experience Business Partner I - Physician Practice

About the role

Supports Emory Healthcare inpatient and ambulatory divisions by providing in-depth proactive consultation, training, coaching, analytics, and strategic support to managers, staff, and physicians for patient experience improvement. Serves as a consultant to routinely discuss, implement, and audit best practices for improving patient experience.

Strategic Patient Experience Performance Improvement

• Provides creative solutions to exceed expectations, create loyal customers, generate positive word-of-mouth advertising, and meet patient experience survey goals
• Performs gap analyses, patient journey mapping, and leads multiple performance improvement tests of change with a human-centered design lens
• Co-designs culture change strategies with stakeholders to achieve organizational goals
• Prepares training courses, tools, and presentations to support patient experience strategy
• Identifies coaching opportunities to build capacity for underperforming care team members in collaboration with stakeholders, providing shadowing, auditing, and individual coaching sessions
• Drives patient experience improvement programs in partnership with key stakeholders

Collaboration, Integration & Staff Management

• Partners with local leadership to engage team members and volunteers for improvement initiatives
• Rounds in clinical areas and provides real-time coaching
• Provides coaching and training on service recovery, best practices, patient communications, reward and recognition, and service data retrieval and analysis
• Performs rounds and audits in partnership with clinical and operational teams to support process improvement and patient experience strategies
• Collaborates with care teams to integrate patient experiences into ongoing quality improvement efforts
• Collaborates with interdisciplinary teams to drive patient experience-based improvement initiatives
• Develops and implements patient experience recognition initiatives to celebrate and reward high-performing departments and individuals that consistently demonstrate service excellence
• Actively participates in improvement projects that improve workflows, efficiency, accuracy, and quality of the care experience

Metrics, Data & Patient Experience Reporting

• Demonstrates proficiency in qualitative and quantitative patient experience data collection, analysis, and reporting, including focus groups
• Continually monitors patient experience data and analyzes results, collects and reports feedback, conducts gap analyses, identifies critical factors for success, and convenes multidisciplinary teams for process improvement initiatives
• Leads the creation, review, and timely distribution of reports for patient experience accountability and goal setting
• Identifies trends, areas of concern, and opportunities for improvement, and provides actionable insight for fiscal year improvement goals
• Captures and utilizes patient stories to illustrate the patient's journey, integrating these narratives into educational initiatives to drive improvements

Subject Matter Expertise and Growth

• Demonstrates leadership skills in committees and improvement projects that improve patient experience
• Participates in and initiates research studies, actively pursues publications, and/or national presentations at conferences
• Advises on content for patient-facing communications to improve patient experience
• Works with manager to formulate a plan for personal professional development and identify needed resources for training
• Attends meetings, huddles, and educational in-services as appropriate
• Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments
• Performs other duties as assigned

Qualifications

• Bachelor's degree from an accredited institution; a combination of education and experience will be considered in lieu of the degree requirement
• Two years of relevant healthcare experience working with clinical teams and/or patients
• Experience in process improvement, training, and change management concepts

Skills

• Strong interpersonal, communication, and relationship-building skills
• Knowledge of data analysis and reporting techniques
• Ability to coach, train, and educate leaders and staff
• Proficiency in Microsoft Office, customer databases, and other business applications
• Ability to work independently, manage multiple priorities, and exercise sound judgment

Preferred Qualifications

• Education: Master's degree from an accredited institution
• Experience: Three or more years of relevant healthcare experience working with clinical teams and/or patients
• Certification: CPXP, DEI, Data Analytics, or other relevant certification

Work Location: Atlanta, GA. Work Type: Hybrid employee - may split time between working remotely and working in the office. Travel: Travel between Emory operating units and affiliated sites.