Patient Experience Specialist
US-IA-Cedar Rapids
careers
Req #: 176179
Type: Full Time Benefits
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Overview: The Patient Experience Specialist supports the implementation and continuous improvement of patient experience strategies and initiatives to provide exceptional experiences. This role partners with leaders and team members to enhance the patient and family experience through education, data analysis and research, improvement initiatives, communication strategy, reward and recognition and patient engagement, working to ensure continued trust in UnityPoint Health. Responsibilities: Performance Improvement * Support departments in developing improvement plans * Analyze and develop industry best practices * Execute experience mapping activities * Develop and lead experience projects for assigned service area in alignment with system objectives * Partner with leaders and team members to hardwire patient-centered foundational behaviors * Facilitate education focused on patient experience best practices and organizational values * Support patient experience improvement initiatives Feedback Analysis and Reporting * Monitor and interpret data from patient experience surveys, complaints and grievances, and external sources * Design and distribute reports and presentations to communicate trends and insights * Identify key drivers of experience and analyze industry best practice Patient Engagement * Engage Patient & Family Advisory Councils (PFACs) * Elevate the voice of the patient across the organization to inform decision-making and education * Participate in quality and patient experience committees * Proactively engage patients, families and team members throughout their care experience * Escalate concerns to appropriate departments and leaders, facilitating information gathering, investigation, improvement and resolution Qualifications: * Bachelor's degree in healthcare administration, social work, nursing, communication or related field * 2 years of healthcare and/or customer service experience * Proficient in Microsoft Office programs including Outlook, Word, Excel, PowerPoint and Teams
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