Patient Experience Consultant

POSITION SUMMARY:

Under the supervision of the Sr Director of Quality and Patient Experience, the Patient Experience Consultant leads key patient experience strategies and initiatives to support patient experience improvement efforts for UW Health in Northern Illinois. This position operates from a global UW Health perspective providing leadership, coordination, and organization for patient experience efforts.  The Patient Experience Consultant assists in creating a patient and family centered culture that enables UW Health to fulfill its mission in meeting or exceeding its organizational goals.

The consultant role requires knowledge and application of the critical foundational elements needed to execute patient experience best practices for patient and family experience improvement, knowledge and application of patient experience data, and knowledge and application of volunteer programs to support patient and family experience.  Serving as a patient experience expert the patient experience consultant provides provider and staff level coaching with recommendations and support for continued accountability.

The position successfully collaborates across the system to accomplish strategic priorities and objectives, including UW Health in Northern Illinois Providers, Directors, Managers as well as patient care and support staff.

EDUCATION/TRAINING:

Minimum:

• Bachelor’s Degree in business administration, health care, or related field

Preferred:

• Master’s degree in Business Administration, Health Care Administration, Nursing, Industrial Engineering, or other health related field

LICENSURE/CERTIFICATION:

N/A

EXPERIENCE:

Minimum:

• Two (2) years of healthcare experience with at least one (1) year of patient experience focus.
• One (1) year of experience performing process improvement/coaching, patient/customer relations, or management experience

Preferred:

• 5 years patient experience focused work a large health care environment
• 2 years’ experience working with volunteer programming  

REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES:

• Ability to influence and lead by example and establish and maintain positive relationships.
• Effective interpersonal and group facilitation skills, promoting teamwork and collaborative alliances.
• Ability to function independently and manage multiple simultaneous projects.
• Demonstrated ability to work with diverse groups throughout the enterprise.
• Demonstrated ability to prioritize work and manage expectations in an environment of multiple stakeholders.
• Demonstrated capabilities with computer software application: MS Outlook, MS Word, MS PowerPoint
• Demonstrated understanding and application of patient experience best practice.
• Excellent verbal and written skills.
• Effective coaching and consultative skills.

ESSENTIAL FUNCTIONS:

1. Interface with UW Health Northern Illinois senior leaders, physicians, directors, managers and assist them in translating organizational strategy into the patient experience key initiatives.

1. Foster a professional teamwork environment conducive to performance improvement and employee growth and understanding of the patient experience ultimately leading to employee engagement.

1. Engage with local care level staff as a means for collecting and understanding employee perspective and assessing areas of people, processes, and place. Facilitate setting team goals and expectations based on sound analytic analysis.

1. Understand and align all areas of data collection (qualitative, quantitative, solicited, and unsolicited) to assist in development of appropriate goals and initiatives.

1. Lead and/or serve on organizational patient experience workgroups to provide the patient perspective and support patient and family centered care implementation.

1. Coordinate presentation of patient and family experience initiatives and best practices and ensure consistent communication related to initiatives.

1. Translate data and information into meaningful stories about the UW Health Northern Illinois patient and family experience.

1. Support cultural diversity and inclusion by supporting the delivery of quality, equitable and culturally competent patient centered care.