Patient Experience Advisor

We’ve learned that what is best for patients is also best for employees. Learn more about why we are one of the Best Companies to Work for in Texas®. The hours for this position are 1:00 PM- 10:00 PM (M-F) JOB SUMMARY: This position is responsible for strengthening our culture of service, specifically by assisting the Patient Experience Manager and Chief Experience Officer with developing strategies and education to all levels of the organization. This position will work to equip leaders with the skills and resources that exceed customer expectations in a financially responsible manner. When services fail to exceed expectations, this position acts as an advocate for patients and their families to facilitate improved communication efficiency and customer satisfaction. The Patient Experience Advisor will respond to questions regarding patient care policies and treatment, and will assist UMC/UMCP in achieving a satisfactory outcome to report to hospital/clinic departments involved. Coordinates optimal inter-departmental service excellence for patients and their families. Acts as an advocate for patients and their families to improve communications, efficiency and customer satisfaction within the facility. Champions and engages in Patient Experience and Service Excellence initiatives and programs. REPORTS TO: Director, Patient Experience JOB SPECIFIC RESPONSIBILITIES: • Achieves departmental and organizational goals and objectives by providing leadership and expertise in the development, implementation, oversight, and evaluation of service initiatives. • Utilizes Patient Experience feedback to drive improvement. Uses results for patient care improvement in conjunction with the committee involvement throughout the organization. Provides summary of PX feedback and comments to key leaders when necessary. • Serves as an organizational expert for patient experience. Using CAHPS and vendor data to benchmark, develop, and offer Best Practice solutions for various departments/clinics throughout the health system. • Coordinates and provides competency training by presenting at UMC/UMCP service meetings (i.e. SIOP events, Patient Advisory Council, Webinars, New Employee Orientation). • Provide patient satisfaction & competency training annually by hosting annual competency sessions in conjunction with UMC/UMCP calendar dates. • Evaluate current patient, family, physician, and staff education programs to ensure they align with a culture of patient-centered care and enhance the patient experience. Modify, eliminate, and/or replace programs, as necessary. EDUCATION AND EXPERIENCE: An Undergraduate degree in education, business, or any related field focused on meeting the service needs of others is required. A background in Project Management is preferred but not required. A minimum of two (2) years related work experience including customer service, education, and/or patient care are preferred. SKILLS AND ABILITIES: Advisors must have knowledge of service excellence / customer service principles and practices, and a strong working knowledge of process improvement, customer relations, conflict resolution strategies, and project development. Must have excellent oral, written, and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals. Advisors must be able to effectively document / communicate procedural steps taken to resolve issues / concerns. Advisors must have excellent priority management skills and the ability to consistently meet organizational / department deadlines and objectives. Advisors must be persons of influence while being able to pursue positive change, i.e. must be able to inspire change across multiple disciples. INTERACTION WITH OTHER DEPARTMENTS AND OTHER RELATIONSHIPS: This position must interact closely with UMC medical staff and other ancillary areas in order to facilitate a quality multidisciplinary approach to patient care. Furthermore, this position will interact with UMC customers to support the continuum of care following patient discharge. Requires constant communication with Information Management and Business Departments, and to a lesser degree with other departments. PHYSICAL CAPABILITIES: Patient Experience Advisors should be emotionally and physically fit. The work of this position is balanced between sitting, standing, walking, lifting, carrying, and driving. This position requires the ability to hear and speak with others, verbal communication is necessary to improve service delivery. Employees must be able to see since they monitor the physical appearance of the hospital. A high level of energy is needed, as this position encounters and maintains high activity, as a daily physical appearance is required to visit customers. ENVIRONMENTAL/WORKING CONDITIONS: The position is subject to inside and outside environmental conditions. This position frequently travels to off-site locations; therefore, participation in certain activities will be based on presenting weather conditions. UMC Health System provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. *Request for accommodations in the hire process should be directed to UMC Human Resources.* Benefits: Resilience program Emotional Physical Spiritual Financial Career Community On-Site Professional Counselors (EAP) Discounted Pharmacy Cost Cash Retention Bonus (only one in our region) Retirement Benefits w/Employer Match PTO & Extended Illness Medical, Dental, & Vision Insurance And more at: https://apps.umchealthsystem.com/documents/wellness.pdf UMC Vision, Mission and Standards: Vision: To Serve Our Patients in the Best Teaching Hospital in the Country Mission Statement: Service is our passion. We serve by providing safe, high quality care to all, achieving excellent financial performance, and training tomorrow’s healthcare professionals. Standards of Excellence: Attitude, Communication, Responsiveness, Compassion, Teamwork, Ownership, Safety and Respect About UMC Magnet Designated 501 licensed beds 62 Site locations Regions only Level I Trauma Center Regions only BICU DNV accredited Primary teaching hospital for the Texas Tech University Health Sciences Center (TTUHSC) Ranked as one of the Best Places to Work in Texas by Texas Monthly UMC Physicians Culture, Vision, Mission, and Standards: Culture: Service is Our Passion Vision: The best place to work and the best place to receive healthcare. Mission Statement: To improve the quality of life for our community by providing the best patient experience for every patient. Standards: Teamwork, Respect, Accountability, Compassion, Kindness About UMCP 35 Practice Locations – private practices and urgent care centers Over 125 physicians and advanced practice providers Ranked as “One of the Best Places to Work in Texas” by Texas Monthly Employee Engagement Score of 96% measured by Press Ganey Associates