THIS IS A DAY SHIFT POSITION

Facility

Cape Fear Valley Medical Center

Location

Fayetteville, North Carolina

Department

Patient Experience

Job Family

Professional

Work Shift

Days (United States of America)

Summary

This Patient Experience Specialist is focused and responsible for developing educational strategies and leading the implementation to ensure improved understanding and results in patient experience metrics for Ancillary and Support Services Departments. The Patient Experience Specialist will provide coaching support to all service line departments to ensure effective and successful patient experiences and improve patient satisfaction and outcomes. This position provides consultation, gap assessment and assist nursing leadership with maintaining best practices to improve patient experience and overall perception. The Patient Experience Specialist acts as a neutral party in sensitive care concerns and patient experiences by actively listening, instilling trust and confidence, and conveying professionalism to the patient(s), provider(s), or staff member(s) involved. This position partners with patients, leaders, providers, and staff to realize organizational patient experience goals.

Major Job Functions

The following is a summary of the major essential functions of this job.  The incumbent may perform other duties, both major and minor, that are not mentioned below.  In addition, specific functions may change from time to time:

• In collaboration with the Manager of Patient Experience and Executive Team, lead the effort to develop and maintain clear standards and expectations regarding patient experience.

• Understand, analyze, and communicate patient experience survey data – identifying trends, areas for improvement, and share best practices for optimal outcomes.

• Advanced knowledge of patient experience survey data summary reports to appropriate clinicians and leadership as well as interpretation and best practices.

• Observe staff in actual patient interactions – teaching and assessing evidenced based best practices for patient experience by communicating and providing real-time coaching to teammates and unit/departmental leaders as appropriate.

• Communicate with appropriate department leaders and the Manager of Patient Experience about patient compliments, complaints and any other feedback requiring additional follow-up .

• Observe interior and exterior atmosphere for patient comfort, accessibility, safety, cleanliness, décor, updated signage, posters, and promotional materials needing to be replaced or repaired.

• Analyzes and utilizes patient experience quantitative and qualitative feedback and metrics from a variety of sources (patient comments, focus groups, advisory councils, complaints information, direct observation, manager/staff perspectives) to formulate recommendations for improving metrics and improving the patient experience

• Other duties as assigned

Minimum Qualifications

The following qualifications, or equivalents, are the minimum requirements necessary to perform the essential functions of this job:

Education and Formal Training: 

• Bachelor’s degree in healthcare related field required

• Master's degree preferred

Work Experience: 

• 2 years experience with patience experience principles required

Knowledge, Skills, and Abilities Required: 

• Knowledge of adult learning principles, curriculum, and program development.

• High proficiency in Word, Excel, Outlook, and Power Point.

• Working knowledge of EPIC applications preferred.

• Ability to work independently and manage workflows in a fast paced and highly confidential environment.

• Excellent organizational skills and attention to detail.

• Adept in monitoring,  observing, and coaching support/ancillary staff in processes that influence patient experience. Good listening skills with the ability to de-escalate tense situations, persuasive in resolving conflict.

• Critical thinking and clinical competence demonstrated at above average level.

• Ability to discuss patients clinical, socio-economic, and financial issues with physicians and patients

• Working knowledge of HCAHPS and Domain questions (Hospital Consumer Assessment of Healthcare Providers and Systems) with a heavy focus on Ancillary and Support Services

Physical Requirements: 

• Frequent moderate lifting, pulling, pushing, and carrying.

• Frequent walking, standing, stooping, and reaching.

• Must be able to travel throughout the hospital campuses and offsite properties as needed.

Required Licenses and Certifications

Cape Fear Valley Health System is an Equal Opportunity Employer M/F/Disability/Veteran/Sexual Orientation/Gender Identity