Patient Experience Manager and Coach

Overview

Shifts Available: Days
Employment Type: Full-time
Hours: 8-hour shifts
Location: Harlingen Medical Center – Harlingen, TX

Responsibilities

• Serves as knowledge, quality and process expert on patient experience improvement.
• Acts as point of contact for facilities and responds to patient experience inquiries related to measures, analysis, support and interventions.
• Plans and provides training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization.
• 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 on patient experience.
• 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, 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 director.

Qualifications

• Experience consulting or coaching evidence-based best practices in patient experience in a health care setting.
• Bachelor's Degree in Business, Healthcare or a related field, preferred.
• Must have excellent communication and presentation skills – written and oral.
• Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders to creatively solve problems, guide, and influence people.
• Must effectively manage time, and operate as a self-starter by being proactive and assertive.
• Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.
• Requires knowledge of CAHPS, Reputation Management, and other such patient experience surveys in the public domain that impact public reporting and value-based reimbursement.
• Strong computer literacy and software experience – Word, PowerPoint, Excel, Adobe Acrobat.
• Ability to travel to all entity locations throughout the geographic service area.

Benefits

• Health, dental, and vision insurance options
• Paid vacation, sick time and holidays
• Bereavement leave, FMLA and other leave options
• Employer 401K options
• Tuition reimbursement options
• Life, disability, and other insurance options
• Many other amazing benefits