Patient Experience Consultant

Physician Network Support Serv

Full Time

Day Shift

M-F 8am-5pm

Lexington Health is a comprehensive network of care that includes six community medical and urgent care centers, nearly 80 physician practices, more than 9,000 health care professionals and Lexington Medical Center, a 607-bed teaching hospital in West Columbia, South Carolina. It was selected by Modern Healthcare as one of the Best Places to Work in Healthcare and was first in the state to achieve Magnet with Distinction status for excellence in nursing care. Consistently ranked as best in the Columbia Metro area by U.S. News & World Report, Lexington Health delivers more than 4,000 babies each year, performs more than 34,000 surgeries annually and is the region's third largest employer.

Lexington Health also includes an accredited Cancer Center of Excellence, the state’s first HeartCARE Center, the largest skilled nursing facility in the Carolinas, and an Alzheimer’s care center. Its postgraduate medical education programs include family medicine and transitional year residencies, as well as an informatics fellowship.

Job Summary

Coordinates the planning, development and execution of Lexington Health patient experience programs. Responsible for a data driven program that collects, tracks and analyzes patient experience trends for optimizing service outcomes. Researches, reviews and implements best practices for patient experience. Facilitates consistent messaging, training and measurement to create a patient-centered culture. Demonstrates, encourages and develops collaborative working relationships with all internal and external customers (patients, families, physicians, and staff).

Minimum Qualifications

Minimum Education: Bachelor's Degree in Healthcare or Business related field

Minimum Years of Experience: 2 Years of experience in a health care environment to include process improvement, patient experience, project management and managing cross-functional teams and projects.

Substitutable Education & Experience: None

Required Certifications/Licensure: None

Required Training: Working knowledge of quality improvement principles, project management and team facilitation such as Lean, Six Sigma, PDSA, etc.;

Proficiency with basic statistical management, interpretation and representation of patient experience data.

Essential Functions

• Develops, implements and coordinates successful strategies to improve the patient experience across Lexington Health.
• Provides management and guidance regarding patient experience data collection, tracking, report distribution and communication.
• Evaluates program effectiveness by measuring and tracking program quality and outcomes.
• Assists in the facilitation of process improvement workgroups for patient experience across Lexington Health.
• Develops, facilitates and supportsdepartment leaders to coordinate the implementation of patient experience initiatives.
• Collaborates with other stakeholders to analyze data and work flows, performing gap analysis and implementing improved processes that lead to improved patient experience outcomes.
• Identifies system/ process related issues and works collaboratively with leadership and staff to improve.
  
  

Duties & Responsibilities

• Escalates and communicates patient experience data from all survey tools and collaborates with leadership and staff on a regular basis to ensure optimal patient experience.
• Maintains and administers a process for receiving, documenting, tracking, trending and facilitating resolution for issues, concerns and expectations of patients across Lexington Health.
• Establishes and supports a culture of service excellence by implementing aligned incentives, effective measurement and reporting tools, an accountability program and effective communication of performance.
• Serves as a resource for performance improvement efforts in support of the patient experience.
• Supports patient experience champions (physicians, clinical staff, practice managers, leadership) as needed to promote patient centered behaviors and work environments.
• Maintains an active understanding of current thinking and innovative programs regarding the patient experience both locally and nationally.
• Provides information that may impact payment programs such as Value Based Purchasing and third party payer programs as needed.
• Performs all other duties as assigned.
  
  

We are committed to offering quality, cost-effective benefits choices for our employees and their families:

• Day ONE medical, dental and life insurance benefits
• Health care and dependent care flexible spending accounts (FSAs)
• Employees are eligible for enrollment into the 403(b) match plan day one. LHI matches dollar for dollar up to 6%.
• Employer paid life insurance – equal to 1x salary
• Employee may elect supplemental life insurance with low cost premiums up to 3x salary
• Adoption assistance
• LHI provides its full-time employees employer paid short-term disability and long-term disability coverage after 90 days of eligible employment
• Tuition reimbursement
• Student loan forgiveness
  
  

Equal Opportunity Employer

It is the policy of Lexington Health to provide equal opportunity of employment for all individuals, and to remain compliant with applicable state and federal laws and regulations. Lexington Health strives to provide a discrimination-free environment, and to recruit, select, on-board, and employ all employees without regard to race, color, religion, sex, age, disability, national origin, veteran status, or pregnancy, childbirth, or related medical conditions, including but not limited to, lactation. Lexington Health endeavors to upgrade and promote employees from within the hospital where possible and consistent with the employee’s desires and abilities and the hospital’s needs.

Nearest Major Market: Columbia

Nearest Secondary Market: South Carolina