This job board retrieves part of its jobs from: Toronto Jobs | Emplois Montréal | IT Jobs Canada

God Enriches | Local jobs for the people of Arizona

To post a job, login or create an account |  Post a Job

Patient Experience Program Manager

CommonSpirit Health

This is a Contract position in Phoenix, AZ posted May 14, 2022.

Overview: In 2020, united in a fierce commitment to deliver the highest quality care and exceptional patient experience, Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health.

Our combined system builds upon the scale and expertise of our nearly 300 sites of care, including 11 hospitals and nearly 5,000 physicians and providers.

Together, we are empowered to make an even greater impact on the health and well-being of our communities.

CHI Franciscan and Virginia Mason are now united to build the future of patient-centered care across the Pacific Northwest.

That means a seamlessly connected system offering quality care close to home.

From basic health needs to the most complex, highly specialized care, our patients can count on us to meet their needs with convenient access to the region’s most prestigious experts and innovative treatments and technologies.

As a part of our organization, we currently offer the following benefits: Competitive starting wages (DOE) and training to grow within the companyPaid Time Off (PTO)Health/Dental/Vision InsuranceFlexible health spending accounts (FSA)Matching 401(k) and 457(b) Retirement ProgramsTuition Assistance for career growth and developmentCareWork premium account for additional support with children, pets, dependent adults, and household needsEmployee Assistance Program (EAP) for you and your familyVoluntary Protection: Group Accident, Critical Illness, and Identify TheftAdoption AssistanceWellness Program Responsibilities: JOB SUMMARYThis job is responsible for providing professional expertise and guidance to site-based management, medical providers and staff in support of the creation of a strong and sustainable culture of patient-centered care that helps to deliver on the CHI Franciscan Health’s (CHI-FH) mission to keep people and communities healthy and lead to better performance outcomes for the organization.

Work focuses on change that will bring about higher clinical quality and efficiency, a safer patient environment, heightened employee engagement, improved financial results and greater competitive advantage.

Inasmuch as patient experience is a mission-critical key to the future success of the organization, work goes beyond clinical experience of care to all interactions and touch points, with focus on alignment across all segments of the continuum and the spaces in between.

An incumbent makes rounds at the assigned Franciscan Health System (FHS) hospital and/or Franciscan Medical Group (FMG) clinic(s) to observe current services/processes, gather service-related data from staff/patients, and to provide training/feedback based on evidence-based best practices and/or new organizational initiatives.

Work includes: 1) serving as liaison with clinical operations to understand needs, facilitate improvements and lead to engagements that are optimal for both the patient and organization; 2) overseeing the site-based patient advocacy function to include compliance with Federal, State and local civil rights laws and regulations; 3) facilitating/coordinating site-based process improvement teams; 4) communicating best practices for improve patient experience results; and 5) raising awareness of the patient experience to facilitate cultural change.

Contacts are at all levels, requiring diplomacy, tact, and the ability to persuade and motivate employees, healthcare providers and higher-level management to make sustained improvements which lead to enhancement of the patient experience.

Work requires strong communication skills and the ability to make effective training presentations to groups or in one-on-one situations.

An incumbent applies knowledge of patient experience concepts/standards and service quality improvement measures to support data-driven experience/quality improvement initiatives and programs.

Also requires knowledge of the CMS (Centers for Medicare & Medicate Services) value-based purchasing concepts and CAHPS (Consumer Assessment of Healthcare Providers and Systems) comparative reporting measures.

ESSENTIAL JOB FUNCTIONS: Drives the implementation, sustainment and continued improvement of a foundational approach/model which identifies the strongest influences on the patient experience and tactics for cultural transformation to ensure the consistent delivery of holistic patient-centered experience/care.
• Promotes the concept that the patient’s physical comfort as well as their educational, emotional and spiritual needs are key to the sustained delivery of patient-centered care.

• Advocates and supports the development of a strong base of engaged and committed caregivers who are dedicated to fulfilling the CHI-FH mission of patient-centered care; provides support to empower caregivers to provide outstanding service to patients, visitors and fellow caregivers.
• Understands/communicates the linkage between positive patient experience and business performance, including the roles that pricing, service offerings, physician referrals and brand identity play in determining where patients seek care and as a source of competitive differentiation/advantage.Oversees the patient/family advisory council and serves as liaison between the assigned CHI FH entity and the local community to support organizational commitment to actions/outcomes focused on the patient experience and a holistic patient-centric culture.

• Serves as advisory resource and subject matter expert to help the organization better understand and assimilate patient experience concepts/best practices and related organizational goals for continuous frontline improvements.

• Identifies best practice methodologies for gauging patient satisfaction; reviews and analyzes community/consumer feedback/data to identify the factors that matter most to patients served and uncover operational insights.

• Works collaboratively with executive management to build strategies and operational plans to incorporate the voice of the patient in decisions that impact them.
• Keeps abreast of current literature and best practices to identify new opportunities to improve the patient experience; researches successful external patient experience programs to make recommendations for future improvements to CHI-FH programs.Oversees the site-based patient advocacy function to ensure that patients’ needs are met and concerns are timely resolved in line with patient experience standards and initiatives.

• Provides on-the-job training to Patient Advocate on proper interactions with patients/families; monitors patient rounding and letters to ensure compliance with established standards.

• Monitors complaint/grievance processes; ensures compliance with risk management rules/regulations and timeline requirements.

• May investigate and respond to grievances and patient complaints directly as necessary; follows up to ensure issues are responded to and documented in a timely and professional manner and are consistent with CHI-FH service recovery standards.

• Ensures that lessons learned from resolution of problems/issues are incorporated in future opportunities to provide improved patient-centric service.

Monitors and conducts internal reviews/audits to ensure compliance with all standards and regulatory requirements related to patient-family experience.
• Develops/applies appropriate audit tools to measure compliance.
• Identifies non-compliance issues/concerns and causes thereof, risk exposures and recommends necessary, effective and adequate corrective action.

Develops/implements effective tactics/solutions to address and resolve issues/concerns.
• Identifies and validates evidence-based best practices to guide management in performance improvement activities; researches nature/scope of impact on existing activities and makes appropriate recommendations.

• Participates in the development, evaluation, implementation and ongoing maintenance of policies, standards, procedures and automated tools that support CHI-FH goals and department-specific objectives/initiatives; serves as department representative on cross-functional and interdisciplinary teams as assigned.Provides ongoing consultation and serves as a resource to physicians and staff regarding patient experience initiatives and issues for the full care continuum; in conjunction with other internal/external departments, prepares training materials and delivers staff development and in-service training relating to regulatory requirements, quality improvement principles, standards and tools and compliance issues.
• Provides guidance, training and presentations to management, medical providers and staff with respect to the application of continuous quality improvement principles/practices related to patient-centered service quality improvement; reviews real-time patient feedback with individual departments to discuss results and prioritize patient experience improvement objectives.

• Develops and delivers presentations/education to mentor/coach various key leadership and management staff to promote awareness, understanding, acceptance and engagement of patient experience concepts and tools; facilitates service improvement workshops/meetings in partnership with line management.
• Reviews and makes recommendations with respect to off-the-shelf patient experience training materials; in conjunction with other internal/external stakeholders, develops, customizes and/or adapts site-based education/training to encourage/support wide-spread understanding of patient experience measurement and its importance to the organization.
• Clearly communicates and persuades audiences in the effectiveness of using data to drive decisions in service improvement activities; collaborates extensively with facility management to review data from multiple sources and jointly identify feasible operational changes that promote and support patient experience enhancements.

• Explains and reinforces methods for sustaining newly implemented process improvements and building towards an effective patient-centric customer service model; keeps abreast of established CHI-FH/CHI standards/initiatives/resources to provide direction/collaboration in adapting to culture/needs of the assigned facility.
• Facilitates and/or coordinates facility-based and system improvement teams working on patient experience initiatives and/or improvement plans through activities such as: developing agendas, identifying resource needs, facilitating meetings, explaining service tools to be used, identifying issues, providing analytic/problem-solving support and preparing team leaders; influences process improvement efforts to facilitate sustained patient-centric focus throughout the care continuum.Develops, maintains and monitors initiatives, programs, and standards to proactively identify continuing patient experience challenges.

• Conducts surveillance rounds to assess the degree to which service excellence concepts and related training have been understood/applied and to proactively identify continuing challenges.
• Observes environment/activities, asks questions and discusses issues with healthcare staff as necessary.
• Participates in the development, revision and implementation of patient experience/service improvement standards.
• Maintains current knowledge of Value-Based Purchasing related to service quality indicators and service improvement methodologies through regular review of the literature, attending conferences, participating in professional organizations, etc.
• Identifies and validates service quality evidence-based best practices to guide areas in performance improvement activities.
• Analyzes healthcare-related statistical data and performs continuous data monitoring and reporting.Gathers data/metrics/reports from various internal/external resources to prepare for management presentations with respect to patient experience-related results and recommendations.

• Prepares graphs, tables, charts, diagrams, storyboard/Power Point presentations and reports from various data sources to describe and summarize patient and staff satisfaction data and measures that will provide insight in identifying potential improvement areas; interprets, and presents data to key stakeholders, including administration, department heads, and clinical and non-clinical managers; identifies, interprets, and reports trends.

• Creates relevant outcome measures; evaluates results/outcomes of assigned initiatives/interventions and communicates results in collaboration with department managers and/or executive leadership.

• Provides survey education, particularly for the CMS-required CAHPS survey process, and works together with leadership to uncover feedback trends and help prioritize patient experience improvement efforts.Performs related duties as required.

Qualifications: EDUCATION/WORK EXPERIENCE REQUIREMENTS:Bachelor’s degree in business administration, organizational development or a healthcare-related field and four years of related work experience that demonstrates the attainment of the requisite job knowledge, skills/abilities.Or, any equivalent combination of education and experience which provides the required knowledge, skills and abilities to perform the essential functions of the position.