Patient Experience Business Partner I - EUH Job Atlanta Georgia USA,Healthcare

Location: Atlanta

Be inspired. Be rewarded. Belong. At Emory Healthcare.

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

Comprehensive health benefits that start day 1
Student Loan Repayment Assistance & Reimbursement Programs
Family-focused benefits
Wellness incentives
Ongoing mentorship, development, and leadership programs
And more

Work Location: Atlanta, GA

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

Additional Duties as Assigned

Performs other duties as assigned

Travel:
Travel between Emory operating units and affiliated sites

Work Type:
Hybrid employee - may split time between working remotely and working in the office

Minimum Required 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

Knowledge, Skills, and Abilities (Required):

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…