Patient Experience Consultant

This job posting is no longer active.

New London, CT
Jun 3, 2020

Share:

Job Description

Overview

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 Lawrence + Memorial Healthcare.  The consultant will help execute the vision and action plan that will allow Lawrence + Memorial Healthcare to remain a leader in the region and set the standard among its peers, for excellent consumer and patient experience.



EEO/AA/Disability/Veteran

Responsibilities

  1. 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.
  2. Leads and works with  team  members  and  management  teams  across  the  system  to  excel  in  achieving  HCAHPS, Patient Experience, and Service goals set by the organization with focus on high reliability, patient engagement, team member & physician engagement and excellent customer service.
  3. 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 engagement.
  4. 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.
  5. 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.
  6. 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.
  7. 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.

Qualifications

Education:           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:        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 families.

 

Training:              

Licensure:           No Specific required

Other:   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.

 

The above statements reflect the general duties and responsibilities necessary to describe the principal functions of the job, as identified, and shall not be considered an exhaustive list of job responsibilities which may be inherent in the position. Responsibilities are subject to change.

Share:
 

Not ready to apply, but interested in working at Yale New Haven Health?

Join our Talent Network

Job Info

Job: 241

Department: Patient Relations
Category: NON - CLINICAL OTHER
Sub Category: ADMIN PROF
Status: Full Time Benefits Eligible
Shift: D
Hours: 40

Similar Jobs

Telephone Operator

New London, CT
NON - CLINICAL OTHER

Non-Invasive Cardio Tech Pd

New London, CT
NON - CLINICAL OTHER

Non-Invasive Cardio Tech Pd

New London, CT
NON - CLINICAL OTHER

Driver/Messenger

New London, CT
NON - CLINICAL OTHER

Registrar

New London, CT
NON - CLINICAL OTHER

Registrar

New London, CT
NON - CLINICAL OTHER

Scheduler/Registrar

Westerly, RI
NON - CLINICAL OTHER

Radiology Central Scheduler

New London, CT
NON - CLINICAL OTHER

Infusion Center Scheduler/Registrar

New London, CT
NON - CLINICAL OTHER

Inventory Control Coordinator - Lobby Shop

New London, CT
NON - CLINICAL OTHER

Scheduler/Registrar

Westerly, RI
NON - CLINICAL OTHER

Stock Clerk

New London, CT
NON - CLINICAL OTHER

Stock Clerk

New London, CT
NON - CLINICAL OTHER

Stock Clerk

New London, CT
NON - CLINICAL OTHER

Patient Access Supervisor

New London, CT
NON - CLINICAL OTHER

Infusion Center Scheduler/Registrar

New London, CT
NON - CLINICAL OTHER

Clinical Coordinator Outpatient Urology

New London, CT
NON - CLINICAL OTHER

Communications Representative Per Diem

Westerly, RI
NON - CLINICAL OTHER

Linen Service Associate

New London, CT
NON - CLINICAL OTHER

Patient Access Apprentice

New London, CT
NON - CLINICAL OTHER

Patient Access Apprentice

New London, CT
NON - CLINICAL OTHER

Patient Relations Coordinator

New London, CT
NON - CLINICAL OTHER

Patient Access Apprentice

New London, CT
NON - CLINICAL OTHER

Patient Service Specialist

New London, CT
NON - CLINICAL OTHER

Tumor Registrar

Westerly, RI
NON - CLINICAL OTHER