Job Description

General Purpose of Job:

The Office of Patient Experience strives to ensure an ideal experience for every patient, every time, across the entire health system. We define the patient experience as providing the safest care with the highest quality, that is patient and family centered on a foundation of an engaged workforce throughout the continuum of care. This position partners with department leadership teams and frontline caregivers to improve overall patient experience.

Essential Duties:

This job description is intended to cover the minimum essential duties assigned on a regular basis. Caregivers may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.

60% Project management/outreach coordination

• Under general direction, responsible for the management, performance and completion of wholescale patient experience projects and provides a single point of contact for those projects.
• Takes projects from original concept through completion. Develops detailed work plans, schedules, project estimates, resource plans and status reports. Conducts project meetings and is responsible for project tracking and analysis. Ensures adherence to quality standards and reviews project deliverables as they relate to project defined goals. Provides analytical guidance and consultation to project teams. Use standard project management methodologies.
• Develop and/or improve Patient Experience tools. Share with and learn from other colleagues.

25% Strategic planning/data analytics

• Coordinates and collaborates with analytical and performance improvement resources as needed. Ensures teams are practicing principles of collaboration, prioritization, and team accountability.
• Recommends and takes action to direct the analysis and solutions of problems related to the patient experience on both pediatric and adult healthcare continuums. Support Office of Patient Experience.

10% Internal and external customer management

• Establishes and maintains a collaborative relationship with project teams and with interdepartmental colleagues.

5% Other duties as assigned

• Other duties as assigned dependent on project and departmental needs

Job Requirements

General Requirements	Required Responsibilities of the Caregiver: * Demonstrates knowledge and maintains and respects patient right to privacy by following the HIPAA Privacy and Security policies and procedures. * Adheres to ICARE values and standards of behavior (Innovation, Compassion, Accountability, Respect, Excellence). * Role model behaviors that value the diversity of our caregivers, patients and customers and supports creating an environment that is inclusive, welcoming and respectful. * Communicates with patients, families and customers using AIDET (Acknowledge, Introduce, Duration, Explanation, Thank). * Works in a safe manner and promptly reports any hazards identified in the work environment or related to assigned responsibilities. * Adheres to policies and procedures designed to avoid, prevent and reduce the spread of communicable diseases.
Work Experience	Experience: * Bachelor's Degree in Health Care Administration, Business Administration, or Related Field and minimum 7 year of considerable, progressive project management experience in varied healthcare settings working with patients, families, and medical staff.; OR Associates Degree in in Health Care Administration, Business Administration, or related field and minimum 9 years of considerable, progressive project management experience in varied healthcare settings working with patients, families, and medical staff.
Education	Education: * Bachelor's Degree in Health Care Administration, Business Administration, or Related Field and minimum 7 year of considerable, progressive project management experience in varied healthcare settings working with patients, families, and medical staff.; OR Associates Degree in in Health Care Administration, Business Administration, or related field and minimum 9 years of considerable, progressive project management experience in varied healthcare settings working with patients, families, and medical staff
Specialized Knowledge and Skills	Skills & Abilities: * Knowledge of both theoretical and application of clinical interventions to support the patient experience across the care continuum, including research application and dissemination. * Employee able to analyze, compare, and evaluate various courses of action and has authority to make independent decisions on matters of significance, free from immediate direction, within the scope of their responsibilities. * Primary activities and decision-making authority are predominantly performed independently, affecting business operations to a substantial degree. * Under FLSA, this is an exempt job classification for this title. * Incumbents in this position must meet the full criteria for exempt status: salary level, salary basis and duties tests. * Demonstrates ability to use a keyboard as may be required to perform the essential duties of the job. Knowledge, Skills and Experience Preferred: * Greater than>5 years of experience in considerable, progressive project management experience in varied healthcare settings working with patients. families, and medical staff * Master's Degree Preferred * PMP or other project management certification preferred