RN Patient Experience Specialist
The RN Patient Experience Specialist assists in providing direction for planning, developing, organizing, and supporting the implementation of programs and process designed to build patient and customer relationships and to improve performance to ensure the achievement of organizational goals and objectives specific to the assigned service area. The role supports operations for service and engagement trainings, interpretations of data and research, patient satisfaction improvement initiates, promotions, and communications, reward and recognition, and works collaboratively with executives, managers, physician leaders and all staff to assure effective implementing of tactics and strategies around patient /member experience and engagement.
Supports implementation and sustainment of practices regarding Patient Experience
Provides ongoing assessment of performance, analyzes Patient Experience outcome data, and identifies performance improvement opportunities or trends.
Conducts high level assessments, gathers information and collaborates with the appropriate process owner(s) to identify opportunities for improvement.
Analyzes data for administrative and clinical decision making.
Facilitates prioritization of improvement activities with system and facility leadership.
Supports development of annual Patient Experience plans with service line/process owners.
Initiates and oversees performance improvement projects in collaboration with project lead.
Serves as a resource and/or facilitates improvement teams to plan, implement, and coordinate entity activities to maximize clinical and operational outcomes.
Participates on improvement teams, guiding/coaching them on the system defined improvement process.
Serves as a resource for assessment of Patient Experience performance and performance improvement methodologies throughout the facility.
Is fluent in using on-line improvement tools and administrator of system Patient surveys.
Provides leadership, coordinate guidance and mentoring to others involved in patient experience and loyalty work.
Adheres to and supports team members in exhibiting TMC values of integrity, community, compassion, and dedication.
Adheres to TMC organizational and department-specific safety, confidentiality, values, policies and standards.
Performs related duties as assigned.
EDUCATION: Bachelor’s degree in Nursing from a qualified, nationally-accredited nursing program, or an equivalent combination of relevant education and experience.
EXPERIENCE: Five (5) years RN nursing experience, preferably in an acute care setting.
LICENSURE OR CERTIFICATION: Active unrestricted RN license within the State of Arizona.
KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of patient relation regulations, processes and initiatives.
Skill in both written and oral communications.
Skill in providing exceptional customer service skills.
Skill in meeting facilitation.
Ability to effectively develop programs to increase patient satisfaction and decrease litigation/regulatory exposure.
Ability to actively listen to concerns and resolve issues with patients and their families.
Ability to develop assumptions about consumer dissatisfaction, forecast events pertaining to same, and defines courses of proactive action.
Ability to analyze compound issues and provide problem solving skills to determine trends and appropriate course of action.
Ability to use Microsoft Office programs including EXCEL, Word, and PowerPoint.