Specialist Patient Exp Improv

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Regular

40

zabeth Healthcare, every role supports our mission to provide comprehensive and compassionate care to the communities we serve. For more than 160 years, St. Elizabeth Healthcare has been a trusted provider of quality care across Kentucky, Indiana, and Ohio. We’re guided by our mission to improve the health of the communities we serve and by our values of excellence, integrity, compassion, and teamwork.

Our associates are the heart of everything we do.

We invest in you — personally and professionally.

• Competitive pay and comprehensive health coverage within the first 30 days.
• Generous paid time off and flexible work schedules
• Retirement savings with employer match
• Tuition reimbursement and professional development opportunities
• Wellness, mental health, and recognition programs
• Career advancement through mentorship and internal mobility

The Patient Experience Specialist will work with staff and key system stakeholders to facilitate improvements to patient experience and the patient experience design process and to drive meaningful process changes and patient satisfaction improvements from a patient-centered perspective. Patient Experience Specialists will also engage physicians to gather data and feedback to enable a positive experience and interaction between providers and patients.

Demonstrate respect, dignity, kindness and empathy in each encounter with all patients, families, visitors and other employees regardless of cultural background.

• Collaborate with quality and care management teams to support patient experience design
• Conduct focus groups, interviews, and field study to assess patient experience and opportunities for improvement of patient experience
• Prepare and conduct patient experience design workshops as needed
• Produce patient experience reports as needed
• Leverage data to generate insights and ideas
• Synthesize data and research about best practices to apply to patient experience design
• Report findings and communicate results about best practices to key stakeholders
• Identify opportunities for improvement of Patient Experience and collaborate with Quality Improvement team to perform due-diligence on opportunities for improvement
• Abide by regulatory standards and organizational policies to manage complaint process
• Collaborate with Quality Improvement team to implement Patient Experience Improvement projects
• Utilize appropriate tools and templates to support patient experience design
• Collect patient experience data system-wide to identify potential opportunities to improve patient experience
• Implement service improvement plans across St. Elizabeth hospitals

• Serve as internal consultant for patient experience performance teams and councils, using data to analyze and assess needs, identify solutions and drive decision-making.
• Incorporate appropriate solutions to achieve results including process improvements and/or learning initiatives.
• Utilize adult learning theories and learning methodologies as appropriate.
• Monitor effectiveness and impact of initiatives.
• Evaluate results against business drivers and organizational goals.

• Collaborate with stakeholders, provide direction and guidance to team members on creation of project deliverables.
• Manage communication and relationships with stakeholders throughout all phases of project cycle, ensuring that their needs and expectations are met.
• Facilitate project and council team discussions and keep members appropriately informed.

• Develop tools, plans, and project tracking processes to guide patient experience improvement efforts.
• Create work plans, products and project deliverables independently.
• Oversee the creation of work products by others to ensure quality.
• Perform problem analysis and solutions.

• Establish and maintain an in-house knowledge base of best practices relevant to patient experience topics and functions and disseminate as appropriate to…