Care Experience Consultant

GENERAL SUMMARY:

Provides in-depth, proactive consultation and direction to leadership, physicians, and staff, concerning experience-related issues to ensure that the organization meets or exceeds customer expectations as measured on the Performance Management System. Engages in partnerships with leaders to drive change with results evident in-patient satisfaction. Provides consultation to

leadership by proactively identifying best practices and strategies for design of exceptional patient, family, and consumer experiences.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Provides in-depth, proactive consultation and direction to managers and staff in organizational experience improvement.

• Leads large groups through process change that result in experience improvements.

• Meets one-on-one with various levels of leadership to discuss current patient satisfaction issues.

• Provides guidance to the management staff to improve patient satisfaction.

• Assists leadership with the development and maintenance of action plans to address patient experience issues.

• Provides coaching to directors, managers, supervisors and staff on service behaviors/standards and patient satisfaction data retrieval & analysis.

• Regularly attends unit/department staff meetings.

• Conducts focus groups and/or patient journey mapping on specific topics as needed.

• Advisor for experience best practices.

• Provides data analysis and research to identify trends and opportunities to facilitate appropriate experience improvements for the development of optimal care experience strategy.

• Educates and coaches management and staff in care experience related topics (communication, complaint prevention/resolution, benchmarking, service excellence best practices, and understanding how to use patient satisfaction/Press Ganey data).

• Facilitates conflict resolution, ensuring equitable and consistent handling of patient concerns; Work collaboratively with clinical and nonclinical leaders to resolve complaints and grievances according to organizational policy and within regulatory guidelines.

• Works in collaboration with Quality/Risk Specialists, Finance, Insurance, Corporate Legal Affairs, Public Relations, Office of Safety, Human Resources, and others to coordinate and communicate information related to various risk exposures.

• Serves as representative related to CMS/State/Joint Commission surveys in support of the Director.

• Responsible for tracking, trending, and presenting RL data key opportunities for improvement.

• Coordinates improvement initiatives resulting in an enhanced organization’s image, looking for creative solutions that would exceed customer expectations, creating loyal customers and positive word of mouth advertising.

• Engages in continuous study of the entire professional field, including best practices, to maintain the professional competence, knowledge, and skills necessary for the satisfactory performance of all assigned responsibilities. Completes required continuous training and education, including department specific requirements.

• Ensures that required documentation for activities within areas of responsibility is performed in an accurate and timely manner.

• Ensures that patients, their families, visitors, customers, and employees are treated with kindness and respect. Demonstrates teamwork and integrity in all work-related activities.

EDUCATION/EXPERIENCE REQUIRED:

▪ Bachelor’s Degree required.

▪ Three to five (3-5) years of progressively more responsible experience, required. Experience in a healthcare environment or service-related industry preferred.

▪ Verbal communication must be clear and concise in person and via telephone.

▪ Must have demonstrated ability to use computer applications and general office equipment.

▪ Knowledge of performance improvement methods, quantitative analysis, organizational development, customer research design, and advanced computer skills (Microsoft Project, PowerPoint).

▪ Excellent organizational and communication skills, both written and oral. The ability to make effective presentations to all levels of the organization. Excellent interpersonal and people skills, including team building and coaching individuals on performance improvement.

▪ Excellent project management skills. The ability to analyze, read, and interprets customer survey reports.

▪ Ability to create, prioritize, and execute multiple tasks and meet established

timelines.

CERTIFICATIONS/LICENSURES REQUIRED:

Must meet or exceed core customer service responsibilities, standards and behaviors as

outlined in the HFHS’ Customer Service Policy and summarized below:

• Communication - Ownership

• Understanding - Motivation

• Sensitivity - Excellence

• Teamwork - Respect

Must practice the customer skills as provided through on-going training and in-services.

Must possess the following personal qualities:

• Be self-directed

• Be flexible and committed to the team concept

• Demonstrate teamwork, initiative and willingness to learn

• Be open to new learning experiences

• Accepts and respects diversity without judgment

• Demonstrates customer service values

PHYSICAL DEMANDS/WORKING CONDITIONS:

Normal office environment with minimal exposure to noise, dust, or extreme

temperatures.

Additional Information

• Organization: Henry Ford Hospital - Detroit Main Campus

• Department: HFH Service Excellence

• Shift: Day Job

• Union Code: Not Applicable

  Additional Details

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .

Benefits

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.

Equal Employment Opportunity/Affirmative Action Employer

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.