Job Description
The Patient Experience Specialist will be responsible for implementing
and maintaining service excellence and patient and family centered care
best practice strategies across the organization. The incumbent will engage
staff to continuously enhance the patient experience by inspiring a culture
of patient and family centered care. This position ensures actions and
behaviors identified to improve the patient experience are standardized
to ensure consistency and sustainability across the organization. The
position serves as an expert consultant in enhancing the patient experience
across TMHS.
Primary Duties and Responsibilities:
- Analyzes patient experience survey results and identifies, prioritizes,
plans, and implements improvement efforts
- Continuously monitors patient satisfaction and experience scores for trends
and opportunities for improvement
- Actively coaches select areas and/or departments including/involving senior
leadership, department managers, physicians, clinical staff and frontline
staff to develop and implement strategies to improve the patient experience
and performance on CG-CAHPS and other patient surveys
- Ability to design, implement and sustain education and initiatives for
a consistent curriculum around improving the patient experience across TMHS
- Fosters a customer oriented work environment with emphasis on dedication
to the “Patient First”, respect for individuals, highest standards
of quality, innovation, empowerment, and teamwork by developing and implementing
policies and practices that reflect the vision of TMHS
- Provides strong knowledge of best practices, service improvement, statistical
analysis, and problem solving to improve the patient experience
- Develops, implements and facilitates survey interpretation training for teammates
- Stays informed about changes in the field of patient experience; shares
information with appropriate organization personnel
- Perform various projects and other duties related to the patient experience