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Role Description

This role involves serving as a knowledge, quality, and process expert on patient experience improvement.

• Acts as point of contact for facilities and responds to patient experience inquiries related to measures, analysis, support, and interventions.
• Plans and provides training, expert coaching, and observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization.
• Communicates all requirements and commitments for each project.
• Prepares and presents both oral and written reports and presentations on the progress of the facilities in meeting their patient experience goals.
• Aids in monitoring, reporting, and analyzing patient experience data to identify priorities and opportunities for improvement, and reporting on findings to key stakeholders.
• Serves as a change agent on patient experience, partnering with directors and other coaches to establish and sustain Texas Health’s patient experience strategic plan.
• Adopts a proactive approach to identify risk to plan success.
• Develops and organizes tools, processes, and procedures that can be utilized across the system to ensure positive patient experiences.
• Interfaces with key leadership constituencies to help drive system performance.
• Leads, facilitates, or participates in facility patient experience teams and improvement activities as assigned or approved by director.
• Supports other teams' work in relation to patient experience outcomes, and supports integration of process improvements across the system.
• Performs other duties and functions as may be assigned.

Qualifications

• Bachelor's Degree in Business, health care, or related field.
• 3 Years Experience consulting or coaching evidence-based best practices in patient experience in a health care setting with demonstrated results in improving and sustaining patient satisfaction scores.

Requirements

• Excellent communication and presentation skills – written and oral; communicating in an open, honest, and objective manner.
• Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders.
• Ability to creatively solve problems, guide and influence people, and effectively manage time.
• Ability to develop and maintain a high level of expertise in the concepts, practice, and evolution of service excellence.
• Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills.
• Demonstrated experience in patient satisfaction data analysis and report preparation.
• Requires knowledge of H-CAHPS, CG-CAHPS, and other patient experience surveys impacting public reporting and value-based reimbursement.
• Strong computer literacy and software experience – Word, PowerPoint, Excel, Adobe Acrobat.
• Ability to travel to all entity locations throughout the geographic service area covered by Texas Health Resources.

Benefits

• Remote Position
• Gain a sense of accomplishment by contributing to a teamwork environment.
• Receive excellent mentorship, comprehensive training, and dedicated leadership resources.