Patient Experience Consultant

Job Summary

Captures and analyzes patient experience trends to optimize service outcomes. Facilitates cross-functional teams to implement best practices and develop a patient-centered culture.

Minimum Qualifications

• Minimum Education: Bachelor's Degree in Healthcare or Business related field
• Minimum Years of Experience: 2 Years of experience in a health care environment to include process improvement, patient experience, project management and managing cross-functional teams and projects.

Duties & Responsibilities

• Develops, implements and coordinates strategies to improve patient experience across Lexington Health.
• Provides management and guidance regarding patient experience data collection, tracking, report distribution and communication.
• Evaluates program effectiveness by measuring and tracking program quality and outcomes.
• Assists in the facilitation of process improvement workgroups for patient experience across Lexington Health.
• Develops, facilitates and supports department leaders to coordinate the implementation of patient experience initiatives.
• Collaborates with other stakeholders to analyze data and work flows, performing gap analysis and implementing improved processes that lead to improved patient experience outcomes.
• Escalates and communicates patient experience data from all survey tools and collaborates with leadership and staff on a regular basis to ensure optimal patient experience.
• Maintains and administers a process for receiving, documenting, tracking, trending and facilitating resolution for issues, concerns and expectations of patients across Lexington Health.
• Establishes and supports a culture of service excellence by implementing aligned incentives, effective measurement and reporting tools, an accountability program and effective communication of performance.
• Serves as a resource for performance improvement efforts in support of the patient experience.
• Supports patient experience champions (physicians, clinical staff, practice managers, leadership) as needed to promote patient centered behaviors and work environments.
• Maintains an active understanding of current thinking and innovative programs regarding the patient experience both locally and nationally.
• Provides information that may impact payment programs such as Value Based Purchasing and third party payer programs as needed.

Benefits

• Day ONE medical, dental and life insurance benefits
• Health care and dependent care flexible spending accounts (FSAs)
• Employees are eligible for enrollment into the 403(b) match plan day one. LHI matches dollar for dollar up to 6%
• Employer paid life insurance – equal to 1x salary
• Employee may elect supplemental life insurance with low cost premiums up to 3x salary
• Adoption assistance
• LHI provides its full-time employees employer paid short-term disability and long-term disability coverage after 90 days of eligible employment
• Tuition reimbursement

Equal Opportunity Employer

We are committed to offering quality, cost-effective benefits choices for our employees and their families.