Position Objective:

The Patient Experience Specialist is responsible for providing support for Luminis Health regarding patient experience excellence through communication and collaboration of key patient experience initiatives that support our strategic plan, mission, vision and values for Luminis Health. Responsibilities include: monitoring data and “voice of the patient” feedback through data analysis and transparency, rounding, staff/provider shadowing, coaching and ongoing training and education on Patient Experience best practices and performance improvement projects. Monitoring and sharing “Voice of the Patient” feedback obtained through patient comments on the experience surveys, social media avenues and participation in our Patient and Family Advisory Council(s) (PFAC) is expected and will be leveraged to drive the focus and direction of our continuous improvement efforts.

Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Identify patient experience challenges through observations and rounding.
2. Works with directors/leaders to analyze patient experience data and share observations in order to identify and address service performance gaps and discuss action plans for staff using evidence-based Patient Experience best practices.
3. Plan and attend various patient experience related meetings and presentations, including Patient and Family Advisory Council(s) (PFAC).
4. Support planning and presentations for New Employee Orientation, Leadership Council, and other meetings specific to staff/providers/leaders.
5. Collaborates across the enterprise to promote patient experience initiatives, best practices and performance improvement projects while focusing on innovative ways to engage staff and measure effectiveness.
6. Regularly conducts provider/staff shadowing, coaching and ongoing training and education to support patient experience initiatives and best practice implementation, consistency and optimization.
7. Serves as the primary contact on the patient experience data collection process to include collecting, tracking, and analyzing patient experience trends to optimize positive patient experience outcomes.
8. Adheres to strict timelines for the survey process, including data validation updates for regulatory surveys, monitoring aampling timeliness and accuracy, and providing ongoing updates.
9. Works closely with patient experience vendor to support and maintain the patient survey process and ensures that key stakeholders have access to timely, valid data.
10. Participates in individual, team, and group sessions to ensure the integration of patient experience initiatives and strategies are in alignment with organizational goals and strategic objectives. 

Educational/Experience Requirements:

The minimum level of education and experience for this position includes:

• Bachelor’s degree in nursing, health care administration, management, communications, public relations, marketing, business or other related field.
• Specific patient experience or customer service programs background is essential. Must have strong presentation skills.
• Candidate must demonstrate experience in developing and implementing patient experience best practices and performance improvement projects, while monitoring their effectiveness and optimizing their value.
• Ability to travel between facilities and sites within the Health System.

Required License/Certifications:

• N.A

Working Conditions, Equipment, Physical Demands:

There is reasonable expectation that employees in this position will not be exposed to blood-borne pathogens.

Physical Demands –

Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

The physical demands and work environment that have been described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

The above job description is an overview of the functions and requirements for this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; your supervisor may assign other duties as deemed necessary