Patient Experience Performance Advisor

Inova Fair Oaks Hospital is looking for a dedicated Patient Experience Performance Advisor to join our Patient Experience team. This role will be Full-Time, Monday-Friday, 8:30am-5pm

Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Featured Benefits:

• Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program.
• Retirement: Inova matches the first 5% of eligible contributions – starting on your first day.
• Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans.
• Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.
• Work/Life Balance: offering paid time off, paid parental leave

Job Responsibilities:

The Patient Experience Performance Advisor oversees and coordinates the service excellence consultation and coaching process for assigned facility or division. Provides project leadership for assigned service initiatives at the local and system level. Acts as a key resource for patient experience measurement. As a thought leader, contributes to the patient experience body of knowledge.

• Oversees and coordinates the service excellence consultation and coaching process for assigned site and/or service line.
• Conducts ongoing assessments in collaboration with leadership and medical staff of culture, operations and environment in order to identify opportunities to enhance the patient and visitor experience. Analysis to include but not limited to a review of operational processes, quality/service data analysis, focus groups and interviews.
• In collaboration with leadership, Medical Staff and Patient Relations, seeks direct customer feedback and summarizes findings to inform service assessments and action plans.
• Coaches leadership in developing effective customer service improvement action plans and acts as a resource for implementing resulting strategies and tactics. Develops and deploys the necessary service training modules for implementing the adopted strategies and tactics.
• Provides world-class internal service and communication to all levels of the organization (stakeholders) regarding the status of service efforts at the local and system levels.
• Provides project leadership for assigned service initiatives at the local and system level.
• Acts as project team leader, facilitating meetings and ensuring that all project goals are met as scheduled.
• Establishes the key metrics that will be used to measure success following project implementation.
• Manages access to the service measurement tool for their local facility or division.
• Ensures that departmental data is mapped appropriately in the tool.
• As a thought leader, contributes to the patient experience body of knowledge.
• Keeps abreast of service and healthcare industry market trends to identify best practices for improving the customer service experience.
• Writes concept papers pertaining to identified best practices and their potential application at Inova.
• May perform other duties as assigned.

Additional Requirements:

• Work Schedule: Full-Time, Monday-Friday, 8:30am-5pm
• Education: Bachelor’s degree
• Experience: 2 years of relevant experience