Patient Experience Consultant (1 Post-Acute Care, 1 Upstate)

Company: Prisma Health Upstate
Location: Columbia
Posted on: October 16, 2020

Job Description:

Inspire health. Serve with compassion. Be the difference.

Job Summary

The Patient Experience Consultant is responsible for implementing system patient experience strategies and best practices locally across the Prisma Health continuum of care. As the subject matter expert, the consultant will coach, consult with, and support local provider and operational leaders in implementing patient experience improvement programs and initiatives that accelerate and sustain results. The Patient Experience Consultant will ensure the voice of the patient is part of the work and will collaborate with appropriate disciplines such as safety and quality to ensure the work is connected in messaging and implementation. The consultant will provide needs assessments, gap analyses and data analytics to identify opportunities and provide instruction in best practices, continuous improvement learning and methods to drive improvement. This role will use skills in leading through influence and psychological safety frameworks to help leaders develop strong learning environments in their areas to drive team member engagement in the work. This role will require strong skills in team facilitation to help groups and cross functional teams collaborate to create a seamless patient experience across the continuum of care. The Patient Experience Consultant will develop and implement trainings and participate in system level assignments as needed. All team members are always expected to be an example of Prisma Health values.

Position location can be Upstate or Midlands for this position. One of the positions will support post-acute care population across Prisma Health facilities and can be located in Upstate or Midlands. The other position will support only the Upstate market.

Accountabilities

Data Analytics: Is highly knowledgeable about and interprets patient experience data to help leaders identify strength and opportunities as well as measuring progress. Trains leaders in patient experience survey and other applicable electronic tools.

Driving Improvement: Is able to teach leaders in and use continuous improvement methodologies to close gaps in performance and create a seamless patient experience across the continuum of care. Is competent in conducting needs assessments and gap analyses to assess priority areas and effective interventions. Partners with Advocacy to proactively close complaint and grievance gaps. Effectively coaches leaders in the implementation of best practices and strategies, adhering to performance accountability frameworks.

Team Member Engagement: High degree of self-awareness with the ability to adapt to an individual's or group's needs by meeting them where they are. Strong ability to lead through influence and help leaders create teams of psychological safety and accountability as the foundation of patient experience work. Effective in helping leaders and teams team with other areas in the organization to drive improvement and engagement. Highly effective in developing and implementing training sessions at the individual and group levels. Patient Voice: According to system strategy, supports local leaders in implementing and maintaining Patient Family Advisory Councils and encourages all levels of the organization to include patients in the design and implementation of programs and initiatives.

Self-Accountability: Is self-motivated, meets deadlines, and is highly reliable in keeping assigned meeting times with teams and leaders on a regular cadence.

Supervisory/Management Responsibilities

This is a non-management job that will report to a supervisor, manager, director or executive.

Minimum Education

Bachelor's Degree - Clinical or business degree required.

Minimum Experience

3 Years - Experience in the healthcare environment. Preferred experience in patient experience, continuous improvement and/or training development and implementation.

Required Certifications/Registrations/Licenses

N/A

Other Required Experience

N/A

Work Shift

Day (United States of America)

Location

Corporate

Facility

1001 Corporate Services - Upstate

Department

10019186 Patient Experience

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

Keywords: Prisma Health Upstate, Columbia , Patient Experience Consultant (1 Post-Acute Care, 1 Upstate), Other , Columbia, South Carolina