Advisor, Patient Experience

It's more than a career, it's a calling.

Worker Type:

Job Highlights:

SSM Health is actively recruiting for a full time salaried Patient Experience Advisor who will travel between St. Louis and Southern Illinois clinics and ministies working closely with system, regional and ministry leadership teams and ministry-based patient experience teams to analyze patient experience survey results and identify, prioritize, plan and oversee improvement efforts. Ideal candidates will have experience with patient experience, continuous improvement, and/or quality/safety. We look forward to reviewing your application materials!

Job Summary:

Job Responsibilities and Requirements:

PRIMARY RESPONSIBILITIES

• Provides analysis, education and coaching needed to build improved exceptional patient experiences.
• Collaborates with and actively coaches select areas and/or departments involving senior leadership, department managers and frontline staff to develop and implement strategies to improve the patient experience as measured by patient experience surveying.
• Utilizes specialized knowledge and metrics related to patient experience surveys as well as patient and physician experience scores, assists in the development of programs and services designed to improve scores by initiating strategic training, coaching and tactics.
• Accountable for analyzing and subsequently utilizing patient experience score/ feedback and metrics from a variety of sources (patient surveys/comments, focus groups, advisory councils, complaint information, direct observation, manager/staff perspectives) to formulate recommendations for improving scores and improving the patient experience.
• Builds reporting mechanisms and paths of communication to advise and engage key partners in identifying, developing and implementing targeted improvement initiatives.
• Responsible for building successful relationships and fostering open communications to facilitate coaching. Develops in-services, delivers and facilitates educational programs, targeted coaching/training and facilitates coaching related to the utilization of the patient experience survey reporting system, customer service trends, and other methodologies to improve the patient experience.
• Ensures appropriate employee and department recognition of patient experience excellence through use of internal recognition programs and development of informal approaches to team and staff recognition.
• Serves as a liaison and consultant to committees, senior leadership, ministry leaders, and teams to coach on service excellence improvement opportunities.
• Works in a constant state of alertness and safe manner.
• Performs other duties as assigned.

EDUCATION

• Bachelor's degree

EXPERIENCE

• Five years' in a patient experience or customer experience role

PHYSICAL REQUIREMENTS

• Frequent lifting/carrying and pushing/pulling objects weighing 0-25 lbs.
• Frequent sitting, standing, walking, reaching and repetitive foot/leg and hand/arm movements.
• Frequent use of vision and depth perception for distances near (20 inches or less) and far (20 feet or more) and to identify and distinguish colors.
• Frequent use of hearing and speech to share information through oral communication. Ability to hear alarms, malfunctioning machinery, etc.
• Frequent keyboard use/data entry.
• Occasional bending, stooping, kneeling, squatting, twisting and gripping.
• Occasional lifting/carrying and pushing/pulling objects weighing 25-50 lbs.
• Rare climbing.

REQUIRED PROFESSIONAL LICENSE AND/OR CERTIFICATIONS 

• None

Department:

Work Shift:

Scheduled Weekly Hours:

SSM Health is an equal opportunity employer. SSM Health does not discriminate on the basis of race, color, religion, national origin, age, disability, sex, sexual orientation, gender identity, pregnancy, veteran status, or any other characteristic protected by applicable law. Click here to learn more.