Patient Experience Partner

Are you interested in advancing the human experience in the BJC healthcare eco system, (virtual & on-site care facilities).

The focus of this role will be on the patient, patient family and the employee, (interaction experience), project facilitation and coaching/mentoring team members. 

• Full-time
• Monday - Friday
• 8:00 a.m. -5:00 p.m. with some flexibility based on needs
• In person schedule 
• Benefits start in first thirty days

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.

BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit. That includes $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. In addition, BJC provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach and community health programs and regional economic development.

BJC’s patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children’s Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country.

Role Purpose

Provides proactive service excellence and recovery leadership directly connected to the support of the strategic business initiatives of the organization. Using data and patient experience comments the Partner mentors unit and department leaders, physicians and team members in establishing and hardwiring the core values, CONNECT Communication model, best practices and the six strategic lenses of the Patient Experience Framework. This position works collaboratively with the Patient Experience team, Patient, Family and Community Advisory Councils (PFCAC)s, senior leadership, staff and providers. Primary focus of this role is to providing coaching, training, and facilitation of the unit and department level patient experience strategy within the Patient Experience Framework. This role must take the Beryl BOK (Body of Knowledge) course within the first year of hire.

Responsibilities

• Prepares and presents oral and written coaching plan progress reports and makes recommendations to management for appropriate new initiatives to address service levels of employees and physicians
• Collects, analyzes, and interprets data in all six strategic priorities for the operating units of BJC as it relates to the Patient Experience and our BJC Values
• Designs and deploys coaching / learning interventions on performance requirements and monitors progress.
• Coaches and mentors staff, managers, directors, and physicians on strategies to improve patient experience.
• Deploys project management strategies to support service initiatives.

Minimum Requirements

Education

• Bachelor's Degree

- Bus/HC Admin/Nursing/related

Experience

• <2 years

Supervisor Experience

• No Experience

Preferred Requirements

Education

• Master's Degree

Experience

• 2-5 years

Supervisor Experience

• 2-5 years

Licenses & Certifications

• CPXP Certification

BJC Total Rewards

At BJC we’re committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social and financial well-being.

• Comprehensive medical, dental, vison, life insurance, and legal services available first day of the month after hire date
• Disability insurance* paid for by BJC
• Pension Plan*/403(b) Plan funded by BJC
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance

To learn more, go to www.bjctotalrewards.com/Benefits

*Not all benefits apply to all jobs

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer