What are the responsibilities and job description for the Patient Experience Consultant position at Emory?
JOB DESCRIPTION: Provides an in-depth proactive consultation/direction to managers, staff, and physicians for service improvement. Meets regularly with leadership to discuss patient satisfaction issues including attendance at unit/dept staff meetings. Provides guidance and develops action plans to address patient satisfaction survey issues. Provides coaching on service recovery, best practices, employee communications, reward & recognition, service data retrieval and analysis. Conducts focus groups. Facilitates conflict resolution, ensuring FAIR & JUST CULTURE, and consistent handling of patient concerns; coordinates improvement initiatives resulting in enhanced organization/system's image. Provide creative solutions to exceed expectations, create loyal customers and positive word of mouth advertising. Data analysis and research to identify trends and opportunities to facilitate optimal patient relations strategy including employee/physician engagement surveys. Continually monitor patient satisfaction data and analyze results, collect and report feedback, conduct gap analysis and develop action plans to improve patient satisfaction scores identifies critical factors for success. Analyze and indentify customer service results-oriented improvement needs of individual departments. Data analysis, reporting and information sharing. Coordinates organizational surveys. Establishes and maintains working relationships with all levels of the organization. Provides training and consultation to staff, physicians and department leaders. Provides consistent coaching to staff and physicians, including immediate feedback, shadowing, auditing, individual coaching sessions. Continuous monitoring and evaluation of learning effectiveness.Partners with leadership, staff and physicians and serves as resource for customer service. Identifies needs for organizational wide learning, communication, complaint prevention/resolution, mystery shopper, benchmarking, customer service best practices, and Press Ganey data reports. Performs other duties as assigned.
MINIMUM QUALIFICATIONS: Bachelor in Health Services Admin or related field required. Two years of relevant health care experience required. The combination of education and experience will be considered in lieu of degree.
