Patient Experience Navigator Guest Services-ED Lobby Memorial Hospital Evening Full Time

Hours:

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Weekend Requirements:

On-Call Required:

Hourly Pay Range (Minimum - Midpoint - Maximum):

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position. The actual pay rate and pay grade for this position will be dependent on a variety of factors including an applicants years of experience unique skills and abilities education alignment with similar internal candidates marketplace factors other requirements for the position and employer business practices.

• 2 Years in a healthcare setting preferably in a hospital or ambulatory setting.
• Experience interpreting quantitative and qualitative patient experience data. Preferably Press Ganey and HCAHPS data sets.
• Experience coaching and mentoring executive manager physician and executive staff in patient experience tactics and strategies.
• Previous experience creating a patient experience strategy at minimum at a department level.

• Bachelors Degree in Social Work Psychology Behavioral Science or Hospitality.
• 2 Years patient experience role.

• Lean Certification preferred.

• Patient/Customer Satisfaction
  Listen to and review patient and family concerns for designated entity. Must be able to respond verbally and in written form to the patient and family.
  Coordinate with Patient Relations department when concerns progress to grievances.
  Utilizes tools and worklists if working in The Sharp Experience Center worklist to identify patients to round on.
• Project Management
  Assists with projects to improve the patient experience. Assists with implementation of tactics around short and long-range improvement strategies and objectives with organizational and department goals.
  Provides support to all team members leadership providers and key stakeholders in patient improvement strategies.
  Create present and teach strategies to improve the patient experience to all team members.
  Stays abreast of trends and best practices in the field. Researching literature attending seminars training programs or related conferences.
• People
  Maintain familiarity with the work of staff to successfully identify appropriate contacts for project monitoring data collection and sensing.
  Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal department results.
• Service
  
  Participates on committees and task forces as assigned ensuring that critical objectives are clearly explained and action items are appropriately delegated. Follows-up on action items as necessary to ensure completion of assignment.
  Partners with clinical and non-clinical areas to develop department specific patient experience programs.
  Provides consultative and process support in the planning defining and validating of patient experience best practices.
  Participates and supports patient experience committees and initiatives. Leads unit specific patient experience education and supports new hire on-boarding.
  Acts as point of contact for designated unit/nursing department and responds to patient experience inquiries related to measures analysis support and interventions.
  Ability to handle potentially adversarial situations with composure and diplomacy; good follow-through ability.
• Education
  Ensure Sharp HealthCare team members know and/or display Sharp Pillars Behavior Standards Core Values Five Fundamentals of Service are displayed consistently throughout the entity.
  Provides coaching and training on best practices consistent with handling of patients concerns; coordinates improvement initiatives resulting in enhanced organization/systems image.
  Identify areas and ways in which work methods can be improved to enhance the patient experience. Develop and recommend improvements or redesigns in processes.
  Focuses staff on continuously building customer satisfaction for patients physicians colleagues the community and other departments served. Engages staff in continually raising the bar in service excellence.

• Requires strong dynamic speaking experience
• Significant skill in developing and presenting educational curriculum and training materials using a variety of methodologies techniques concepts learning tools and practices.
• Strong computer skills.
• Excellent organizational and time management skills

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race religion color national origin gender gender identity sexual orientation age status as a protected veteran among other things or status as a qualified individual with disability or any other protected class