Summary:
The Patient Experience Improvement Specialist will be responsible for ensuring staff is engaged in being a patient-centered organization and fosters a culture through patient, family and staff engagement. The incumbent will support the ROH vision and commitment to transform the patient and family experience and will collaborate with teams to drive the engagement of patients in key areas along their journey throughout the organization.
Education Requirement:
Associates degree in a related field required, bachelors preferred.
Experience Requirement:
Minimum of five (5) years of relevant customer service experience. Inpatient Patient Experience in a healthcare setting preferred.
Key Job Responsibilities:

1. Works to understand the unique needs and perspectives of patients, families, and staff to effectively create and manage materials to increase patient and/or staff engagement including, but not limited to, patient scripts, non-clinical patient education materials, staff resources, etc.

• Effectively communicates and develops a professional level of cooperation across the organization.
• Designs communication and engagement materials consistent with institutional branding and design guidelines, using industry-standard design tools, as needed.
• Helps with identifying educational and coaching needs; and supporting units/departments with identified educational/coaching needs.

1. Serves as a Patient Experience subject-matter expert in helping leaders and staff assess needs and opportunities, identifies projects/initiatives to help support these opportunities, and assists with sustainability.

• Demonstrates knowledge of the organization's Service Standards and incorporates them into the performance of duties.
• Prepares data reports utilizing excel or similar platforms and analyze information to provide recommendations.
• Prepares visually attractive, accurate, timely reports, and presentations utilizing appropriate software applications.
• Reviews and understands HCAHPS and other patient satisfaction results.
• Assists with comment reviews and distribution.
• Develops and delivers on engagement strategies through concept, research, design, implementation, and data analysis.

1. Collaborates closely with the Patient Experience Director to research best practices and to develop innovative initiatives and process metrics to help improve Patient Experience outcomes.

1. Serves as project lead in the development, writing, reviewing, and production of communication materials, ensuring key milestones and deliverables are achieved within set timelines; brief PE leaders, committees, stakeholders on project progress at regular intervals.

1. Conducts daily patient and staff rounds to cultivate relationships and collaborate with departments across the organization

1. Engages cross-functional teams to understand and maintain a strong customer focus and commitment to patient needs and experience in information delivery and consumption to improve patient satisfaction.

1. Collaborates with the Communications team for patient and staff story ideas for the intranet to highlight the patient experience.

1. Participates in reward and recognition based on results.

1. Aids in the development and achievement of department goals and objectives that are consistent with ROH mission and vision.

Knowledge/Skills/Abilities:

• Strong written and verbal communication skills.
• High degree of proficiency in Microsoft Office, including Excel, Word, PowerPoint, and Outlook.
• Ablility to work independently and manager workflows in a fast-paced and highly confidential environment.
• Highly organized and detail oriented.
• Demonstrated effective time management ability.

Supervision Provided by this Job:

• There are no lead or supervisory responsibilities associated with this role.

Physical Demands/Conditions:

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
• The employee is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• The conditions to which the employee will be subject in this position: The employee is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.