Patient Experience Advisor

Major Responsibilities:

• Accountable for successful relationships with site leadership teams, physicians, and caregivers. Partners with site leadership teams to develop and effectively execute a site implementation plan to hardwire and sustain the Signature Experience.
• Ensure Patient Experience project deliverables are completed on time, according to the predetermined specifications, and with the achievement of expected outcomes.
• Provide coaching and direction to site leaders and teammates to ensure team effectiveness and achievement of outlined objectives.
• Serve as an expert resource for site leadership and teammates on organizational change, performance, development and all components of the Signature Experience model.
• Provides coaching to build skill for leadership teams and teammates on the use of evidence-based practices, tactics and techniques.
• Assists with the monitoring of site Patient Experience data and results to evaluate effectiveness of strategies and tactics. Shares and utilizes data to teach leaders, physicians, and caregivers about the Signature Experience and encourage engagement.
• Participates in patient advisory councils and other patient forums and partnerships as necessary.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• Bachelor's Degree in Organizational Development or related field, or
• Bachelor's Degree in Education or related field, or
• Bachelor's Degree in Business or related field, or
• Bachelor's Degree in Health Care Administration or related field

Experience Required:

• Typically requires 3 years of experience in customer or patient relations, which includes experiences in curriculum design, group facilitation and training, successfully developing and creating strategies to improve the patient experience, implementation of large-scale transformation /change initiatives, organizational development or human resource consulting, performance improvement, project management, and managing cross-functional teams/projects.

Knowledge, Skills & Abilities Required:

• Ability to develop rapport quickly with all levels of leadership.
• Strong facilitation skills.
• Organizational assessment / diagnostic skills.
• Extensive knowledge of a strong consultative approach.
• Strong human relations and interpersonal skills.
• Ability to navigate and establish priorities in an often-ambiguous environment.
• Demonstrated organizational and prioritization skills.
• Excellent communication skills.
• Large group presentation skills.
• Knowledge of multi-cultural diversity and its value.
• Proficient in Microsoft Word, Excel PowerPoint or similar products.
• Demonstrated knowledge of patient experience data analysis and report preparation.

Physical Requirements and Working Conditions:

• Operates all equipment necessary to perform the job.
• Exposed to a normal office environment.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.