Patient Experience Consultant (Geisinger Medical Center)
Location: Danville, Pennsylvania
Type: Full Time
Internal Number: R-23791
Provides unique patient experience and service excellence subject matter expertise and leadership to drive change.
Leads key Patient Experience improvement initiatives primarily in the Inpatient and Emergency Department settings.
Monitors patient satisfaction ratings and collaborates in determining benchmark and target performance goals.
Identifies opportunities for improvement in patient satisfaction and experience.
Develops recommended action plans for improvement.
Coordinates and supports stakeholders and clients in execution of action plans to improve patient experience.
Monitors the process and outcomes related to improving patient experience, identifies challenges and barriers, and coordinates resolutions to overcome barriers in collaboration with key team members and stakeholders to ensure success.
Provides training curriculum and content development, and logistical facilitation, and delivery support.
Coaches and mentors individuals, providers, nurses and non-clinicians who have patient contact, to improve their ability to achieve higher levels of patient satisfaction.
Solicits and provides key inputs in support of communication and awards and recognition programs Provides regular communication to leadership on improvement process measures and project timelines and progress.
Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
8am – 4:30 pm, may flex hours as business needs require. Occasional evening, night, weekend hours to support initiatives may occur throughout the year
Will need to travel to Geisinger Shamokin Area Community Hospital (GSACH) a minimum of monthly
Clinical knowledge, leadership skills and minimum of 3 years working in the healthcare field; knowledge of a patient satisfaction tool (i.e. Press Ganey, NRC) dealing with HCAHPS and patient satisfaction data interpretation and application towards process improvement preferred
Registered Nurse preferred
Employee Value Proposition: Educational growth is important in this role. The Patient Experience Team values collaboration, communication, and support with all Geisinger employees.
Bachelor's Degree- (Required), Bachelor's Degree-Healthcare Related Degree (Preferred)
Minimum of 5 years-Customer Service (Required), Minimum of 5 years-Managing people, processes, or projects (Required)
Certification(s) and License(s)
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.
We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh FoodFarmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencingprograms, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 1...3 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers. What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.