Here are some sample job advertisements for Patient Experience roles…
The Director of Patient Experience leads efforts at Montefiore Einstein Campus transforming culture through development of programs, methods, and initiatives to drive quality and service excellence and continually enhance the patient and family experience. The Director serves as a leader who will implement and continue to evolve the patient experience strategic and tactical plan. Serve as a leader who will drive performance improvement in the areas of HCAPHPS, Press Ganey, and associate engagement. Works directly with executive teams as well as departmental leaders to create and operationalize strategy and organizational goals. Provide leadership and accountability for the management of people, finances and business operations. Interacts with all levels of the organization: Physician groups, administrative and management teams, and all employees to create, implement, monitor and report outcomes of patient and family experience initiatives. In addition, this position supports the quality council in making continuous improvement in service initiatives. Provides support in all related quality and performance improvement processes including strategic planning, consultation, education and team facilitation.
Bachelor’s degree required. Certification in Performance Improvement methods such as IHI, Six Sgima Lean.
3-5 years of general Hospitality experience including previous leadership/management experience.
Knowledgeable of performance improvement methodologies, statistical methods and analysis and the ability to drive changes in practice.
Knowledge of accreditation and regulatory standards including measurement and reporting requirement.
Queens Hospital Center is making good on its promise to the people of southeastern and central Queens to maximize both patient convenience and positive clinical outcomes. Residents of Queens can count on the delivery of quality medical care right in their own borough. In 2002 the hospital opened a state-of-the-art, 261-bed facility that includes the Queens Cancer Center, the first comprehensive cancer treatment center in the borough.
Purpose:
The Chief Patient Experience Officer is accountable for the strategy, design, engagement and implementation of the brand experience for NYC Health + Hospitals/Queens. In collaboration with the Executive Management Team, the position establishes the overarching vision and defines organization-wide strategic imperatives for transforming the health care experience for team members.
Specific Duties and responsibilities:
- Foster a culture of patient and family centered care and service excellence, while improving patient & family experience and patient relations across NYC Health + Hospitals/Queens.
- Ensures that experience design and improvement strategies drive organizational goal and vision achievement.
- Provides strategic direction and leadership working in partnership with all departments across the organization to assess and communicate performance expectations about the patient experience.
- Lead and monitor targeted patient experience improvement initiatives within the NYC Health + Hospitals/Queens.
- Collaborate with and actively coach NYC Health + Hospitals/Queens leaders, department managers, and frontline staff to implement evidence-based strategies to improve patient experience.
- Evaluate progress, synthesize patient feedback and identify any barriers to success. Identify and present key issues impacting the Patient/Family experience for Board discussions.
- Collaborate with NYC Health + Hospitals/Queens leaders to develop and implement interventions in order to achieve patient experience goals.
- Utilize patient experience feedback from a variety of sources, including patient satisfaction surveys, focus groups, complaint information and direct observation in order to develop recommendations for key initiatives.
Minimum Qualifications
Knowledge, Skills, and Abilities Required:
Education
- Master’s degree in Nursing, Health Administration, Public Health, Business Administration, Healthcare or related clinical discipline
- Statistical analysis skills and experience
- Training in quality improvement, and/or project management
Experience
- A minimum of five years of current, directly related experience, in a hospital environment
- A minimum of five years of leadership/managerial experience in health care or equivalent and a proven ability in planning and development of services, project management and leadership
- Demonstrated strong communication skills and customer service orientation/role.
Direct reports
Associate Director of Patient Relations/Patient Experience
NYU School of Medicine is one of the nation’s top-ranked medical schools. For 175 years, NYU School of Medicine has trained thousands of physicians and scientists who have helped to shape the course of medical history and enrich the lives of countless people. An integral part of NYU Langone Health, the School of Medicine at its core is committed to improving the human condition through medical education, scientific research, and direct patient care. For more information, go to med.nyu.edu, and interact with us on Facebook, Twitter and Instagram.
Position Summary:
We have an exciting opportunity to join our team as an FGP Ambulatory Practice Liaison-Patient Experience.
In this role, the successful candidate is an integral part of the FGP Ambulatory Optimization and Patient Access team, serving as a key liaison for practice operations and patients. This individual is responsible for helping to optimize patient flow and throughput with a key focus on driving and fostering patient-centered care and service excellence. Under the guidance of the FGP and Practice leadership, this individual will assist in identifying areas of opportunity, and help to pilot new processes, systems and activities that will ultimately improve overall FGP CG CAHPS performance. The liaison will also proactively round on patients to keep them informed about any delays, offer assistance with checking in, signing up for MyChart, and perform other tasks that will provide patients with a seamless experience before, during and after their visit.
Job Responsibilities:
- Serve as the liaison and a key point of contact between practice operations and patients, managing and coordinating patient throughput. Actively listen to patient concerns, and escalate to appropriate management as they arise, performing service recovery as needed
- Anticipate patient needs and communicate with appropriate staff and leadership to manage and facilitate solutions. Proactively communicate with patients in a timely manner to provide consistent and individual updates , while continuously tracking wait times, delays and next steps
- Assist patients in signing up for MyChart, using the ipads, and answering questions related to their visit
- Support the practice Patient Experience Champion while participating in focused work groups to create, develop, and implement best practices
- Work with the FGP and practice leadership to tailor a practice toolkit that includes resources for service recovery, educational materials, signage, employee engagement, etc.
- Incorporate the NYULMC Service Excellence Standard Behaviors into daily workflows and communications
- Assist practice management in reviewing and using qualitative and quantitative data received from the Press Ganey CG CAHPS survey, to develop and oversee action plans related to practice workflows and the patients experience within the practice. Continuously monitor CG CAHPS performance and track improvement in all related survey metrics
- Participate in regular standing meeting with FGP office, to assist in sharing learned best practices across all FGP Locations
- Implement an initiative to call patients who have provided feedback on the CG CAHPS Survey, to perform service recovery as needed, answer outstanding questions or concerns, and gather additional information that may contribute to process improvement
- Assist the practice in managing in-basket workflows, and appropriately monitoring requests for appointments, requests for test result follow up, and appropriately disseminating messages to stakeholders as needed
- Support practice management in problem solving and project planning to support efficiency of patient services
- Analyze patient metrics such as no show rates, daily volumes, MyChart utilization, patient secure compliance, etc. to track improvement and target areas for opportunity
- Assist the practice in reviewing physician templates and cancelation reports daily, to see where there are opportunities to schedule appointments, work waitlists and improve patient access
- Learn scheduling scripts and nuances for the practice
- Report to FGP leadership and practice management on findings from the monitoring of practice operations and make recommendations as needed
- Special projects and other duties as assigned
Minimum Qualifications:
To qualify, you must have a Bachelors Degree with a minimum of 1-2 years of work experience participating in improvement programs, problem solving, time management and prioritization skills, or the equivalent combination of education and experience. Excellent written and oral communication skills; self-motivated and detail oriented with an excellent work ethic.
Preferred Qualifications:
Preferred Epic experience
Premier Patient Focus at New York’s #1 Hospital:
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Patient Experience Lead – Access
The Patient Experience Lead combines an orientation toward patient experience, an understanding of change management principles and tools, knowledge of customer service practices, proficiency in measurement and data interpretation, and an understanding of health services delivery and the clinical operating environment, to provide support to operating units in achieving excellence in the delivery of patient care.
The incumbent serves as a key resource to NYPH management in developing and maintaining a culture where the patient is at the center of care, and service excellence is teamed with clinical excellence to provide an outstanding experience for each patient and our visitors. The Patient Experience Lead is responsible for maintaining the department’s relationship with identified clients and keeping them informed on developments and best practices in patient experience. The incumbent works collaboratively with leadership throughout the hospital to identify and facilitate initiatives that will continuously improve the patient experience.
Preferred Criteria
- Healthcare experience
- Master’s degree
- Background in analyzing patient satisfaction data and implementing performance improvement initiatives
Required Criteria
- Bachelor’s degree
- At least 3 years of experience in Patient Experience specific role
Join a hospital where employee engagement is at an all-time high. Enjoy competitive compensation along with benefits such as tuition reimbursement, hospital retirement contributions, and financial planning assistance. Start your life-changing journey today.
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- #1 in New York, “America’s Best Hospitals 2017-2018.” – U.S.News & World Report
- 2018 “Best Places to Work: Employee’s Choice.” – Glassdoor
- 2018 “Employees’ Choice: Top CEOs” – Glassdoor
- 2018 “America’s Best Employers.” – Forbes
- 2018 “150 Top Places to Work in Healthcare.” – Becker’s Healthcare
- 2018 “Top-Rated Work Places: Best Hospitals” – Indeed
Discover why we’re #1 in New York and a best employer at: nyp.org/careers
NewYork-Presbyterian Hospital is an equal opportunity employer.