Patient Experience Consultant

1 month ago

Rockford, United States UW Health in Northern Illinois Full time
At UW Health in northern Illinois, you will have:
• Competitive pay and comprehensive benefits package including: PTO, Medical, Dental, Vision, retirement, short and long-term disability, paternity leave, adoption assistance, tuition assistance
• Annual wellness reimbursement
• Opportunity for on-site day care through UW Health Kids
• Tuition reimbursement for career advancement--ask about our fully funded programs
• Abundant career growth opportunities to nurture professional development
• Strong shared governance structure
• Commitment to employee voice

POSITION SUMMARY:

Under the supervision of the Sr Director of Quality and Patient Experience, the Patient Experience Consultant leads key patient experience strategies and initiatives to support patient experience improvement efforts for UW Health in northern Illinois. This position operates from a global UW Health perspective providing leadership, coordination, and organization for patient experience efforts. The Patient Experience Consultant assists in creating a patient and family centered culture that enables UW Health in northern Illinois to fulfill its mission in meeting or exceeding its organizational goals.

The consultant role requires knowledge and application of the critical foundational elements needed to execute patient experience best practices, knowledge and application of patient experience data, and the ability to coach leaders, providers, and staff on patient experience best practices.

The position successfully collaborates to accomplish strategic priorities and objectives, including UW Health in northern Illinois Providers, Directors, Managers as well as patient care and support staff.

EDUCATION/TRAINING:

Minimum:

Bachelor's Degree in, health care related field, education, or professional development related field

Preferred:

Master's degree in, Health Care Administration, Nursing, Education, Industrial Engineering, or other health related field

LICENSURE/CERTIFICATION:

N/A

EXPERIENCE:

Minimum:
  • Two (2) years of healthcare experience with at least one (1) year of patient experience focus.
  • Two (2) years of experience creating and sustaining programs
Preferred:
  • 5 years patient experience focused work a large health care environment
REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES:
  • Ability to influence and lead by example and establish and maintain positive relationships.
  • Ability to effectively teach and coach at all levels of an organization.
  • Demonstrated understanding and application of patient experience best practice.
  • Effective interpersonal and group facilitation skills, promoting teamwork and collaborative alliances.
  • Ability to function independently and manage multiple simultaneous projects.
  • Demonstrated ability to work with diverse groups throughout the system.
  • Demonstrated ability to prioritize work and manage expectations in an environment of multiple stakeholders.
  • Demonstrated capabilities with computer software application: MS Outlook, MS Word, MS PowerPoint
  • Excellent verbal and written skills.


ESSENTIAL FUNCTIONS:
  1. Interface with UW Health in northern Illinois senior leaders, physicians, directors, and managers to assist them in translating organizational strategy into patient experience key initiatives.
  1. Understand and align all areas of data collection (qualitative, quantitative, solicited, and unsolicited) to assist in development of appropriate goals and initiatives.
  1. Coach leaders, providers, and staff on practical ways to implement and sustain patient experience best practices.
  1. Facilitate setting team improvement goals and expectations based on sound analytic analysis.
  1. Foster a professional teamwork environment conducive to performance improvement, employee growth, and understanding of the patient experience ultimately leading to employee engagement.
  1. Engage with local care level staff as a means for collecting and understanding employee perspective and assessing areas of people, processes, and place.
  1. Lead and/or serve on organizational workgroups to provide the patient perspective and support patient and family centered care implementation.
  1. Coordinate presentation of patient and family experience initiatives and best practices to ensure consistent communication related to initiatives.
  1. Translate data and information into meaningful stories about the UW Health Northern Illinois patient and family experience.
  1. Support cultural diversity and inclusion by supporting the delivery of quality, equitable and culturally competent patient centered care.

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