Patient Experience Advisor

Summary:

The Patient Experience Advisor act as an internal consultant and resource to Yuma Regional Medical Center practices with a goal of driving performance excellence in patient experience. This individual serves as a facilitator and change agent for continuous cultural and patient experience performance improvement by providing practice based real time observation and feedback, patient experience education, patient survey analytics and patient comments, secret shopper initiatives, patient complaint resolution and service recovery and general patient experience support for the employed physician practices. The Advisor identifies data using patient surveys and analytics and will identify opportunities for improvement, implement improvement initiatives and measure success using concrete patient survey data.

Responsibilities:

Assess performance in relation to Yuma Regional Medical Center values and patient experience standards and recommends new approaches, policies, workflows and procedures to effect continuous improvement.

Assists in the determination of goals and priorities with team, physician practices, or project management sponsors. Schedules regular practice level observations and check-ins, attend regular manager meetings, Patient Experience meetings and relevant work group sessions.

Assists in the onboarding and orientation of Patient Experience Representatives. Presents the Patient Experience Overview at New Hire Orientation.

Manages improvement action plans, coordinates team/project activities and schedules, and provide leadership and mentorship to ensure robust and sustainable implementation, meeting all required timelines.

Leads and facilitate improvement within physician practices that will drive or have a direct impact on performance improvements and enhancing patient satisfaction. Works collaboratively to solve problems minimize barriers and reduce resistance to change.

Assists leadership in identifying key improvements that will provide the optimum benefit in enhancing quality and patient satisfaction.

Develops effective communication methods with assigned practices, YMRC team members and leadership.

Collaborate across functional departments to manage and implement changes/enhancements. Identifies and facilities the collection and analyzing of quantitative and qualitative data and identifies key findings.

Present relevant presentations to vary stakeholders across the markets and participates in the development and management of the department, including training, mentoring, recruiting, other departmental activities.

Other duties as assigned.

Minimum Requirements:

- Bachelor's Degree in related field (or equivalent combination of education and experience)

- 5+ Years of Experience working with physician practices in a clinical, clinical support, or quality capacity.

Preferred Requirements:

- Master's Degree

- Lean or Six Sigma Training

Work Schedule: 8-hours, Days, Monday through Friday

Physical Requirements and working conditions for this position will be provided to you upon interview.