Patient Experience Specialist Senior

This role offers a hybrid schedule typically requiring approximately three days onsite per week with flexibility based on team and operational needs.

Turn patient feedback into meaningful change. As a Patient Experience Specialist Senior youll partner with frontline and operational leaders to understand what patients are telling us identify opportunities for improvement and develop strategies that create better experiences for patients and families. Youll combine data collaboration and improvement expertise while supporting both local priorities and system-wide Patient Experience initiatives across Corewell Health.

Job Summary

Partners with team members to manage operational improvement projects throughout the organization including both clinical and non-clinical areas to accomplish measurable improvements in patient and family experiences as evidenced by data sets (business process improvements). Work assignments are typically more complex and larger in scope. Analyzes and measures the effectiveness of existing processes and develops sustainable repeatable and quantifiable clinical and business process improvements. Collects and analyzes process and/or quality data to initiate develop and recommend operational practices and procedures that focus on holistically improving the experience of care in order to enhance performance on regulatory measures support the organizations mission vision and values and driving personalized care and market share. enhanced safety increased productivity and reduced cost. Effectively partners with clinical and non-clinical staff and leadership across the organization to drive change. Is able to view healthcare through a consumer lens and identify areas in need of improvement based on data and evaluation. Is able to develop sustainable strategies to drive this improvement that result in a direct impact on consumer perception. Using design thinking and human centered design in this approach.

The Patient Experience Specialist Senior will support assigned areas while remaining flexible to cross-cover across Patient Experience needs as organizational priorities evolve. The position is anticipated to support LTR-focused work medical practice areas and project-based initiatives across the Patient Experience department while collaborating with colleagues across the system.

Essential Functions

• Supports and drives Patient Experience improvement activities for accountable areas based on organizational priorities including project management measurable deliverables milestones and data-informed strategies.
• Serves as a liaison between departments across Corewell Health. Communicates collaborates and builds strong relationships with key stakeholders and acts as a change agent to support Patient Experience improvement.
• Drives continuous assessment and improvement using appropriate tools and methodologies assisting stakeholders and process owners in identifying and prioritizing improvement opportunities.
• Analyzes interprets and presents Patient Experience data and feedback to individuals and groups helping leaders understand opportunities and translate findings into actionable improvement strategies.
• Coaches and partners with frontline and operational leaders to implement evidence-based interventions designed to close Patient Experience gaps and improve performance. The intake specifically described Seniors as supporting frontline leaders and working directly with the data to guide improvement.
• Partners with stakeholders to develop data-driven strategic recommendations for improvement focus areas utilizing patient feedback and performance data to help determine where improvement efforts should be prioritized.
• Presents team-developed strategic priorities and Patient Experience insights to clinical and operational leaders.
• Supports goal-setting conversations and helps connect Patient Experience strategy to actionable steps tactics and leading measures.
• Provides flexible support across Patient Experience areas as organizational needs evolve including LTR-focused work and cross-coverage of other Patient Experience areas when needed.
• Contributes to project-based system-wide Patient Experience initiatives and collaborates across teams and regions to support greater alignment and consistency in Patient Experience work. Valerie Harkes specifically mentioned opportunities such as PX Week and website-related work as examples of system project work this Senior could support

Qualifications

Required

• Bachelors Degree or equivalent in a healthcare related field

Preferred

• Masters Degree in a healthcare related field
• 3 years of experience in a Clinical Care Environment
• 3 years of Customer/stakeholder engagement
• 2 years of participation on improvement initiatives
• CRT-At least one Certification from preferred list - Beryl Institute Body of Knowledge Core Course Beryl Institute within 120 days after hire
• CRT-At least one Certification from preferred list - Certified Patient Experience Professional within 2 years after hire
• CRT-At least one Certification from preferred list - Design Thinking Certification within 1 year after hire
• CRT-At least one Certification from preferred list - Institute for Healthcare improvement (IHI) IHI Open School

About Corewell Health

As a team member at Corewell Health you will play an essential role in delivering personalized health care to our patients members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators leaders and innovators that continue to build on one shared mission statement - to improve health instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial health and work/life balance goals. Learn more here.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you like restaurants phone plans spas and more!
• Optional identity theft protection home and auto insurance
• Traditional and Roth retirement options with service contribution and match savings
• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Corewell Health Place - 100 Corewell Drive NW - Grand Rapids

Department Name

QSE Patient Experience - Corporate

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

8 a.m. - 5 p.m.

Days Worked

Monday to Friday

Weekend Frequency

N/A

CURRENT COREWELL HEALTH TEAM MEMBERS Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.

Corewell Health is committed to providing a safe environment for our team members patients visitors and community. We require a drug-free workplace and require team members to comply with the MMR Varicella Tdap and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process to perform the essential functions of a job or to enjoy equal benefits and privileges of employment due to a disability pregnancy or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race color national origin sex disability age religion genetic information marital status height weight gender pregnancy sexual orientation gender identity or expression veteran status or any other legally protected category.

An interconnected collaborative culture where all are encouraged to bring their whole selves to work is vital to the health of our organization. As a health system we advocate for equity as we care for our patients our communities and each other. From workshops that develop cultural intelligence to our inclusion resource groups for people to find community and empowerment at work we are dedicated to ongoing resources that advance our values of diversity equity and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling View phone number on drjobpro.com.

Required Experience:

IC