Admin Dir, Patient Experience

Kennedy Health - Voorhees, NJ

• Bachelor of Arts/Science
• 3 years of experience required

Responsible for the coordination of a single large campus or multiple small campus delivery of the best patient experience based on agreed to goals as evidenced by HCAHPS and other appropriate metrics. Works to develop and maintain a culture that keeps the patient experience central to interactions and employs best practices to deliver excellent patient experience results. Communicates organizational and campus specific goals and opportunities at all appropriate venues including but not limited to town halls, department meetings, patient experience specific sessions and huddles. Assists campus leadership with data and processes that

 

Works to evaluate current state and develop future state processes that further the enhancement of the patient experience using established process improvement techniques. The position provides tactical direction and training on the patient care experience to managers and professional staff in the inpatient, emergency department and ambulatory surgery settings. Manage all efforts to ensure highest patient, employee and leadership satisfaction on patient care experience.  

 

Essential Functions:

 

• Measures and hardwires clinician and leader rounding and other best or evidence based practices proven to deliver a better patient experience
• Implements broader organizational patient experience strategies
• Coordinates the development of processes in a pilot phase that can be evaluated and rolled out to the larger organization as appropriate.
• Rolls out new processes to area of responsibility in a structure way based on a project plan that includes a detailed workflow, scripting, timeline, policies, training schedule and material as appropriate.
• Meet patient experience goals developed organizationally and campus specific where applicable at campus and unit levels
• Organize the patient experience content for campus and departmental meetings and huddles.
• Deliver patient experience information in a variety of formats to assist campus leadership in holding staff accountable for committed to patient experience goals. e.g. leader rounding completion
• Implement processes and measurement systems.
• Ensure that existing scorecards, reports, data, etc. are presented in various meetings, huddles, and different venues so that patient experience is top of mind for associates.
• Provide service recovery toolkits, scripting and training to ensure delivery issues result in the least impact possible to patient experience or generate a patient experience win.
• Assist with development of the patient experience plan which ensures patient-centered care and continued performance improvement related to HCAHPS metrics and overall patient satisfaction. 
• Facilitate one-on-one coaching, counseling, training and mentoring for leaders/managers/staff to emphasize culture and behavior changes in order to achieve higher overall patient care experience satisfaction scores.
• Implement new training resources, curriculum and programs for staff and clinicians to successfully acquire skills towards achieving behavioral, communication and service driven goals.
• Serve as expert resource for campus managers and staff on all patient care experience initiatives.
• Serve as an advocate of patients, family members and employees relating especially to issues which are behavioral and communication driven.

Qualifications:

 

• Master's degree in healthcare administration or relevant field preferred with significant experience in customer service, hospitality and clinical discipline
• Adept in applying lean six sigma or other proven methodologies to support process improvement strategies as it relates to patient satisfaction and employee engagement
• Strong interpersonal (oral and written) skills, facilitation skills, coaching and mentoring skills, and presentation skills.
• Strong project management and implementation skills.
• Strong process orientation, efficiency, collaboration, candor, openness and results orientation.
• Demonstrated experience in leading by influence.
• Demonstrated ability to determine key business issues and develop appropriate action plans for multidisciplinary perspectives.
• Proficiency in team building, conflict resolution, group interaction and dynamics, project management, cost effectiveness and budget management.
• Understanding of business process improvement and the tools and data requirements for supporting an effective business process improvement practice.
• Demonstrated ability to conduct and interpret quantitative/qualitative analysis.
• User knowledge of relevant computer systems/applications.
• Ability to research, summarize and communicate to the public, both verbally and in writing

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Posted: 30+ days ago

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