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Patient Experience Specialist

2 months ago

Lewisburg, United States Evangelical Community Hospital Full time
POSITION DETAILS
Department: Patient Guest Relations
Location: US:PA:Lewisburg
Typical Work Schedule: Days (8:30am-5pm)
Primary Shift: Shift 1
Work Type: 1.0 FTE (full-time, 80 hours biweekly)
Exempt: Yes

SUMMARY
The Patient Experience Specialist is responsible for the overall volunteer program and works in collaboration with the Director of Patient Experience on strategies and implementation of best practices for the patient/guest experience. This includes:

  1. Serving as a primary liaison for Hospital volunteers and departments utilizing volunteers, and providing guidance and direction to volunteers as they serve the Hospital.
  2. Assessing and monitoring Hospital needs and develop appropriate volunteer roles.
  3. Recruiting, interviewing, and selecting volunteers, as well as providing orientation and training as required.
  4. Partnering and collaborating with the Director of Patient Experience in setting the strategy, goals, and plans for volunteer service opportunities, with particular focus on positively impacting the patient and family experience.
  5. Serving as a resource and monitors the implementation of service excellence and patient experience.
  6. Working in partnership with Patient Experience Staff to collect and analyze patient complaint and grievance data to identify opportunities to improve patient/guest services in a collaborative role with management.
  7. Using performance data to identify strengths, improvement opportunities and recommends actionable interventions to achieve high HCAHPS scores.
  8. Managing and supporting the Patient and Family Advisory Council for the Hospital in collaboration with the Director of Patient Experience.
  9. Monitoring and evaluating effectiveness and efficiency and works to ensure continuous improvements in the quality of services, as well as representing professional discipline and department on Hospital committees or meetings as requested.
  10. Preparing recognition letters for providers and staff to meet Hospital provider and employee engagement corporate goal.
  11. Assisting Director of Patient Experience in providing education on patient experience department and initiatives to new employees and volunteers.
  12. And much more


QUALIFICATIONS
1. Bachelor's degree in Healthcare Administration, Business Administration, Organizational Development, Clinical Area (i.e. Nursing), educational or social sciences required.
2. Master's degree desirable.
3. Minimum of two years of experience in leadership, healthcare, customer service or patient experience related field required. Previous experience in a Hospital setting preferred. Previous experience in office and project coordination and adult education preferred.
4. Knowledge of healthcare environment and regulatory requirements regarding patient rights and patient experience preferred. 5. Pennsylvania state police criminal record check, child abuse history clearance and an FBI criminal history check required.

WORKING CONDITIONS
* Frequent interruption, crowded conditions or excessive noise 80.00%
* Work performed in climate-controlled, indoor setting 65.00%
* Manual and finger dexterity to operate computer & equipment 100.00%
* Work very frequently requires prolonged sitting 65.00%
* Walking, standing and lifting of materials up to 30lbs 10.00%
* Frequently required/prolonged sitting, standing or walking 35.00%

ABOUT WELLSPAN EVANGELICAL COMMUNITY HOSPITAL
Working at WellSpan Evangelical Community Hospital means being part of a vital tradition of service to our community. We maintain a challenging, energized work environment for our valued employees who exemplify our Core Values: Quality Service, Compassion, Respect, Professionalism, Integrity, Cooperation, and Creativity. Together, we commit to excellence every day as we strive to provide exceptional healthcare, accessible to all, in the safest and most compassionate atmosphere possible to build a healthy community.

ABOUT WELLSPAN HEALTH
WellSpan Health's vision is to reimagine healthcare through the delivery of comprehensive, equitable health and wellness solutions throughout our continuum of care. As an integrated delivery system focused on leading in value-based care, we encompass more than 2,300 employed providers, 220 locations, nine-award-winning hospitals, home care and a behavioral health organization serving central Pennsylvania and northern Maryland. With a team 23,000 strong, WellSpan experts provide a range of services, from wellness and employer services solutions to advanced care for complex medical and behavioral conditions. Our clinically integrated network of 3,000 aligned physicians and advanced practice providers is dedicated to providing the highest quality and safety, inspiring our patients and communities to be their healthiest.

AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER
WellSpan Evangelical Community Hospital is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.