Patient Experience Specialist, Organizational Performance

Posting Description At North Mississippi Health Services, our mission is to “continuously improve the health of the people of our region.” We aim to “provide the best patient and family-centered care and health services in America.” We believe that fulfilling our mission and vision calls us to embrace the best people who form incredible connections with our patients and families. We take pride in celebrating everything that makes you unique—your talents, perspectives, and passions. At North Mississippi Health Services, we believe in connecting your passion with a purpose. You know what connected feels like when you are part of our team. #WhatConnectsYou Job Description JOB SUMMARY The Patient Experience Specialist at North Mississippi Health Services is responsible for coordinating, developing, summarizing, measuring and reporting the analysis of patient experience data.

Responsible for outgoing and incoming surveys. Responsible for producing and maintaining statistical graphs, along with reporting the measurement of data trends to appropriate personnel, including administration, department heads and nurse managers. This role reports to the Director of Patient Experience and plays a key role in the establishment of organizational targets and will monitor leading practices within the industry while remaining adaptable to support a variety of needs, driving data insights and pursuit of overall operational optimization and standards of excellence. JOB FUNCTIONS Information Management:

• Has oversight of data collection, entry, analysis, and reports for assigned healthcare databases.
• Designs analytical & presentation tools such as dashboards.
• Evaluates for data accuracy and makes corrections as applicable.
• Manages various department data management systems to complete scorecards, dashboards and PowerPoint Presentations
• Completes electronic submission of applicable reportable measures to third party vendors.
• Identifies and implements creative approaches for system data management, formatting, projects, and reporting.
• Serve as liaison between patient experience measurement vendor and internal management, oversee survey development/updating, data transfer process, and ensure prompt turnaround time on reporting. Responsible for maintaining data integrity.
• Evaluate survey results, identifying trends and target areas for improvement.
• Collaborates with leadership in the development of action plans based on report data and responsible for monitoring the results of plan.
• Monitor patient experience leading practices within healthcare industry and serve as an organizational resource for related information.
• Create customized reports and presentations as required.
• Provides direction and support through participation in Measurement Team activities. Project Support:
• Collects, collates, and presents relative metrics to management on assigned projects
• Manages and monitors project schedules, timelines and progress of lean project
• Prepares necessary reports and presentation materials for meetings as needed
• Ensures projects adhere to frameworks and all documentation is maintained appropriately for each project
• Meets work standards by following quality and behavioral standards; assists in resolving operational problems; and identifying work process improvements
• Updates job knowledge by participating in educational opportunities and reading professional publications
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments Reporting:
• Oversight of the creation of flow charts and graphs for the activities of the department
• Maintains statistical data and scorecards for facility
• Manages data retrieval and reporting, entering data as necessary for presentations, reports, spreadsheets, etc. Programming:
• Develops knowledge of data management systems utilized within the Organization Performance department
• Creates specialized reports from data systems and teams
• Provides monthly data for system scorecard, dashboards, teams collected, generated or aggregated by the Department of Organizational Performance Data Analysis:
• Coordinates the management of the Press Ganey PG Fusion Platform Coordinates the management of the Care Connection call entry system
• Identifies and implements creative approaches to data management, formatting, reporting, etc.
• Analyzes Performance Improvement data in order to provide information to Leadership, Management, etc. Remote Work Capable ? QUALIFICATIONS Education Education Level Education Details Required/ Preferred Bachelor's Degree Business, Health Science or other related field Required Associate's Degree Business, Health Science or other related field including an additional 5 years of related experience Required Licenses and Certifications Licenses/Certifications Licenses/Certification Details Time Frame Required/ Preferred Certified Patient Experience Professional within 1-1/2 Yrs Preferred Work Experience Experience Experience Details Required/ Preferred Experience with healthcare data analytics Preferred and Experience as project coordinator or project manager Preferred and Experience with design thinking or human factors engineering Preferred Knowledge, Skills and Abilities KSAs Proficiency Must exhibit a high level of initiative, accuracy, diplomacy, and self-direction; must be able to prioritize workload Must take initiative to perform various tasks outside of stated responsibilities to achieve smooth workflow through effective coordination and scheduling Must have the ability to handle numerous situations, adapt to flexible work schedules and frequent interruptions Must provide advice and assistance to other departments regarding the use and capabilities of computer systems i.e., Premier, NHSN Must participate in regularly scheduled departmental meetings and coordinate special projects Must take initiative to suggest and demonstrate ways of clearly identifying and measuring data related issues Must participate well with others in developing strategies for projects as required Must take initiative to perform various tasks outside of stated responsibilities to ensure smooth operation of the department Must exhibit initiative, accuracy, diplomacy and self-direction Must be able to prioritize and coordinate workflow to meet deadlines in a timely manner Must monitor goals and targets to identify trends Must work with multidisciplinary team members across the system Must participate in meetings with physicians, nursing staff, administrative staff and others as needed to describe and improve outcomes Must work with multidisciplinary teams Must maintain a high degree of confidentiality Must develop working relationship with external IC vendors, NMHS partners & others