Patient Experience Specialist Lead

Job Summary

Leads and manages 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. Works on the most complex assignments. Analyzes and measures the effectiveness of existing processes and helps to develop sustainable, repeatable and quantifiable clinical and business process improvements. Collects and analyzes process and quality data to initiate, develop, and recommend operational practices and procedures that focus holistically on improving the experience of care in order to enhance performance on regulatory measures, support the organization’s mission, vision and values and drive personalized care and market share, enhanced safety, increased productivity and reduced cost.

Provides mentoring, training and informal leadership to less experienced team members. 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.

• Supports and drives improvement activities for accountable areas based on organizational priorities (project management, measurable deliverables, milestones, and data informed strategy).
• Serves as a liaison between various departments across the Corewell Health System. Communicates, collaborates, networks with and acts as a change agent to key stakeholders. Also ensures continuity and coordination of services with appropriate utilization of resources. Responsible for stakeholder management across collaboration within dept and organizational resources.
• Drives continuous assessment and improvements using appropriate tools and methodology within the business, assists stakeholders and process owners in prioritizing improvement opportunities.
• Analyze, interpret and communicate Patient Experience data effectively to individuals and teams.
• Develop and drive evidence-based, effective improvement interventions to close Patient Experience gaps.
• Develop data driven, strategic recommendations for improvement focus areas.
• Provide relevant, contextual information to organizational leaders regarding national Patient Experience trends and data to inform strategic priorities for improvement work.
• Analyze and inform strategic goal setting that is both realistic and aspirational within the context of current improvement models.

• Bachelor's Degree or equivalent Healthcare Related Field
• 5 years of relevant experience Leading change. Successful team engagement in multiple change management efforts with defined positive outcomes

• Master's Degree Healthcare Related Field
• 5 years of relevant experience Formal manager or supervisor. Navigate complexities of competing priorities with high yield deliverables
• 5 years of relevant experience Driving improvement initiatives

• CRT-At least one License and/or Certification in area of specialty - Certified Patient Experience Professional 3 Yrs
• CRT-At least one Certification from preferred list - Beryl Institute Body of Knowledge Core Course, Beryl Institute - 120 Days
• LIC-Registered Nurse (RN) -  State of Michigan
• CRT-At least one Certification from preferred list - Three Vital Questions 1 Year
• CRT-At least one Certification from preferred list - Institute for Healthcare Improvement (IHI) 120 Days
• CRT-At least two Certifications from preferred list - Design Thinking Certification 1 Year
• CRT-At least one License and/or Certification in area of specialty - The Effective Facilitator 1 Year

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.

• 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, pet insurance
• Traditional and Roth retirement options with service contribution and match savings
• Eligibility for benefits is determined by employment type and status

SITE - Corewell Health Southfield Center - 26901 Beaumont Blvd

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