Patient Experience Consultant

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Hamden, CT
Mar 5, 2019


Job Description

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our
Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion -
must guide what we do, as individuals and professionals, every day.

Under the direction of the System Director, Patient Experience, this person will serve as a member of the patient
experience team to drive patient experience strategy for Yale New Haven Health and Yale Medicine. The consultant
will help execute the vision and action plan that will allow Yale New Haven Health and Yale Medicine to remain a
leader in the region and set the standard among its peers, for excellent consumer and patient experience.


Serves as an organizational lead for patient experience by serving as an internal consultant, providing expert
knowledge of best practices, quality improvement theory/methodologies, statistical analysis of patient
feedback data, and problem solving to improve patient experiences. Serves as patient experience
spokesperson, with patient/family advisory, for new employee orientation.

1. Leads and works with team members and management teams across the system to excel in achieving
CAHPS, Patient Experience, and Service goals set by the organization with focus on high reliability, patient
engagement, team member & physician engagement and excellent customer service.
2. Responsible to support various patient experience committees and forums. Responsible to lead and guide
patient experience committees and workgroups to implement patient experience strategies and achieve
patient experience goals. Serves as a knowledge expert in the field of patient and family experience and

3. Influences and communicates with all levels of clinical, financial and operational management concerning
goals and progress, as well as coaches and leads front line team members to change behavior and practice.

4. Serves as organizational lead person for assigned processes and initiatives under the umbrella of patient
experience. Processes and initiatives under umbrella of patient experience may change from year to year ,
and may include but are not limited to internal coaches; reward and recognition; quiet hospital, service
recovery, discharge phone call program, patient and family advisor program administration.

5. Partners with coordinator of patient and family engagement to support patient and family engagement within
assigned service lines and for meeting organizational and divisional goals related to patient and family
engagement. Serves as patient experience liaison to patient and family advisory councils within assigned
service areas, providing support to councils, and ensuring that operational and logistical needs of councils
and advisory are met. Supports all patient and family engagement activities within assigned service lines.

6. Participates in system-wide task forces and committees to provide patient experience input, makes focused
recommendations with an eye for best in class patient experience performance.


EDUCATION (number of years and type required to perform the position duties):
Master's degree in a health care discipline, public health administration or related field pertinent to this role strongly
preferred. Bachelor's degree required. Six Sigma or performance improvement training desired.

EXPERIENCE (number of years and type required to meet an acceptable level of performance):
3-5 years of experience in a hospital environment with progressively increasing responsibilities. Experience in data
analysis, statistics and performance improvement required. Experience working in partnership with patients and

A passion for improving the delivery of health care across the continuum of care. Excellent written and oral
communication skills. Proven exemplary customer service skills. Excellent administrative, organizational and
project management skills.

ACCOUNTABILITY (how this position is held accountable for such as goals achievement, budget adherence, or
other areas of accountability):
Responsible to lead aspects of the hospital?s patient experience and engagement work and initiatives, to achieve
hospital corporate objectives and departmental patient experience goals Will be accountable to reach patient
experience goals for assigned service lines as well as patient engagement metrics. Responsible for engaging
patients and families and providing supervision for their involvement and activities.
In personal and job-related decisions and actions, consistently demonstrates the values of integrity (doing the rights
thing), patient-centered (putting patients and families first), respect (valuing all people and embracing all differences),
accountability (being responsible and taking action), and compassion (being empathetic).

COMPLEXITY (describe planning, problem solving, decision making, creative activity, or other special factors
inherent in the responsibilities of this position):
In personal and job-related decisions and actions, consistently demonstrates the values of integrity (doing the right
thing), patient-centered (putting patients and families first), respect (valuing all people and embracing all differences),
accountability (being responsible and taking action), and compassion (being empathetic).
Extensive analysis, planning, problem solving and creative improvement solutions design and implementation of
improvements to develop national reputation for patient experience. Understanding of patient and family motivation
for involvement and ability to engage in a non-judgmental manner with patient and family advisors. Requires
considerable autonomy in leading projects with exposure to physicians and senior leaders across the system and


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Job Info

Job: 3495

Department: NEMG Patient Experience
Category: Admin Support
Hours: 40.00