PATIENT EXPERIENCE SPECIALIST

Minimum Offer

$ 28.32/hr.

Maximum Offer

$ 42.48/hr.

Compensation Disclaimer

Compensation for this role is based on a number of factors, including but not limited to experience, education, and other business and organizational considerations.

Department: Patient Experience Office

FTE: 1.00
Full Time
Shift: Days

Position Summary:
Assist with the development, implementation, and management of the UNM Health Systems customer, patient satisfaction programs. Assist leadership to accomplish results in customer experience areas with development of programs methods and initiatives to drive patient engagement and service excellence. Coach, consult, and train staff at all levels of the organization. Implement patient experience improvement programs based on survey data related to overall organizational goals. Work in partnership within all entities across the Health System to share and educate on the concepts of service excellence, patient and family engagement, patient experience and patient relations. Ensure adherence to Hospitals and departmental policies and procedures. No patient care assignment.

Detailed responsibilities:
* RESOURCE - Act as resource to the organization in relation to evidence-based practices as related to patient experience; work as internal specialist to develop and guide the progress of patient experience initiatives; provide guidance to leaders in the area of patient engagement and service excellence; works with and is able to act as a team facilitator and demonstrate project management skills
* RESOURCE – Assists with patient experience related data, resources, survey administration and information
* TRAINING – Assists with training classes, real-time learning labs, validation labs as needed in support of key initiatives; implementation plans, accountability and training resources to meet the needs of effective deployment of best practice in patient care and CAHPS throughout the organization
* IMPROVEMENT - Work with departments to identify and design opportunities for system-wide improvement to drive excellence; assists with employee engagement and patient experience improvement initiatives throughout the health system; helps develop targeted coaching plans and improvement goals to improve results
* LIAISON – Acts as a liaison with external consultants related to patient experience and service excellence
* CONSULTANT - Consult with unit directors and managers to help establish processes resulting in improved outcomes and to identify areas for improvement; evaluate departments to assist in identification of compliance with strategies of patient care, service excellence, and CAHPS strategies; provide feedback and guidance for identification and promotion of behaviors consistent with improved patient satisfaction outcomes
* QUALITY - Consult with internal and external customers on data quality issues; participate in departmental task forces and committees related to data management
* GOALS - Support the tracking and trending of service related outcomes, recommend and implement solutions to achieve improved patient experience performance goals; aid in the development and achievement of department goals and objectives that are consistent with the mission and vision
* EVALUATE - Evaluate results to identify opportunities for improvement in customer satisfaction and patient experience; provide recommendations, action plans, and timelines for improvement; collaborate with leaders to review results and develop division strategies for improvement; establishes patient experience/engagement scorecard
* LIAISON – Assists with educating on the survey process and results; function as a liaison and resource to other departments; provides direct feedback to management regarding implementation of process changes to achieve and sustain patient experience best practices
* DATA – Use validated survey metrics to monitor and derive meaning from the data; create and maintain performance improvement dashboards; apply data-driven analysis when developing recommendations and action plans
* DEVELOPMENT - Enhance professional growth and development through participation in educational programs, reading current literature, attending in-services, meetings and workshops

Qualifications

Education:
Essential:
* Bachelor's Degree

Experience:
Essential:
1 year directly related experience

Nonessential:
Bilingual English/Keres, Tewa, Tiwa, Towa, Zuni, or Navajo

Credentials:
Essential:
* Not Applicable/Not Required

Physical Conditions:
Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Working conditions:
Essential:
* No or min hazard, physical risk, office environment