Patient Experience Advisor

Job description

The Patient Experience Advisor acts as an internal advocate and resource to drive excellence in the patient experience. The position supports, coordinates and evaluates the Baptist Health Care Patient Experience Program. The position partners with administrative and clinical leadership in the interpretation of patient experience reports, as well as the development and implementation of related action plans. The Advisor analyzes data, facilitates meetings, educates leaders and team members, and serves as a trusted resource for the organization. The Patient Experience Advisor is able to effectively relate patient experience to patient safety and patient outcomes. The Patient Experience Advisor serves as a visible leader and consultant focused on improving the experience of patients, families, and team members. The role partners closely with nursing and operational leaders to identify opportunities, coach leaders and staff, improve service recovery practices, analyze patient experience data, and lead performance improvement initiatives. Through frontline engagement, leader coaching, data-driven recommendations, and change management support, the Patient Experience Advisor helps foster a culture of exceptional patient-centered care by collaborating with inpatient areas, emergency departments, and procedural areas as appropriate.
• Serves as a consultant and an advisor in the understanding and interpretation of reports related to patient experience.
• Partners with key leaders to identify trends and establish related action plans.
• Serves as a liaison between patient experience measurement vendor and internal management.
• Develops and executes patient experience educational campaigns and improvement initiatives.
• Partners with other departments as necessary to ensure the "voice of the patient" is heard.
• Research best practices regarding patient experience.
• Assists in other duties as assigned to support the operational needs of the department and organization.
• May be required to remain on campus immediately before, during and after severe weather and/or disasters.

Minimum Education
• Bachelor's Degree Business, Health Care Administration, Health Care Management, Nursing, Related field Required

Minimum Work Experience
• 3 years Healthcare leadership, patient experience, nursing leadership, quality or performance improvement experience. Required
• 1 year Experience interpreting and acting on patient experience data. Preferred
• 1 year Experience leading multidisciplinary improvement initiatives. Preferred
• 1 year Experience resolving patient complaints and service recovery situations. Preferred

Required Skills, Knowledge and Abilities
• Computer skills, including Microsoft Office Professional Suite, specifically Excel and Power Point.
• Demonstrates performance in project management, process improvement and project implementation.
• Strong ability to analyze, interpret, and evaluate data.
• Excellent oral and written communication skills.
• Ability to work in a team environment.
• Skill in presenting to leadership teams and facilitating groups.