The Senior Advisor, Consumer Experience provides leadership over clinical staff engagement and delivery of care initiatives that favorably affect the patient and consumer experience across the Jackson Health System continuum of care. The Advisor serves as an administrative and operational resource to medical staff, nursing, clinical and non-clinical managers in planning, coordinating, implementing, educating, and analyzing policies, processes, programs, data collection, and reporting in support of a positive and efficient patient and consumer experience. The Senior Advisor also administers, organizes and conducts patient and consumer experience training and education programs in concert with employee orientation, mandatory/required training, in-services, continuing education, on-the-job training, quality assessment, and patient experience and consumer improvement projects.

Responsibilities

Directly supports the execution of the JHS strategic plan for clinical staff engagement and care delivery to improve the patient and family experience and collaboration across service lines. Demonstrates knowledge of curriculum development, which incorporates educational theories, principles and models based on adult learning. In collaboration with Clinical Education and Learning & Development, helps designs programs, which support departmental education needs and nursing practice that reflect current trends in the health-care environment specific to patient experience. Also supports overseeing a data-driven program by collecting, tracking, and analyzing service excellence trends for optimizing service outcomes. Communicates system progress on service and patient experience initiatives to all relevant team members and will coach system physician and nursing leadership to maximize the use of collaboration tools and programs for optimal experiences. Serves as key resource to nursing, physician, and ancillary leadership to improve organizational engagement, leadership and partnership in regards to the patient experience across the continuum of care. Ensures that the coordination of patient care is a compassionate, efficient, and integrated process, which coordinates healthcare delivery across service lines and with external resources. Engages all clinical leaders through the sharing of patient experience data, direct feedback from nursing and other care providers, and through the development of mutual goals for improving the patient experience. Performs all other related job duties as assigned.

Experience

Generally requires 3 to 5 years of experience in a healthcare environment or other related role.

Education

Bachelor's degree in a related field such as hospital administration, nursing, social work, or social science is required. Master's degree is preferred.

Skill

Credentials

An appropriate license in a related health care specialty is preferred (where appropriate).