Patient Experience Specialist

General Summary of Position
The Patient Experience Specialist works in partnership with the Director of Patient Experience to identify plan and design programs that positively impact the Patient Experience. The incumbent analyzes appropriate databases to understand trends and provide insight while working collaboratively with all business unit leaders to implement strategies that improve HCAHPS scores and the overall Patient Experience. The incumbent promotes a culture consistent with the MedStar Health and MSMHC mission vision and values.

Primary Duties and Responsibilities

• Performs data analysis and presentations related to patient experience improvement initiatives.
• Works collaboratively with leaders and associates to develop and implement Patient Experience strategies for improvement based on best practices.
• Serves as an internal consultant/facilitator providing guidance and support to plan implement and coordinate patient experience improvement projects. Generates strong project momentum and builds stakeholder ownership.
• Acts as project manager creating detailed project plans with action steps timeframes and responsible parties to ensure project goals are met as scheduled across all business units. Develops key metrics used to measure success following project implementation. Collaborates in the development of training modules for implementing adopted strategies and tactics.
• Contributes relevant content for internal communications to build awareness and understanding of Patient Experience initiatives.
• Summarizes and presents HCAPHS and Patient Experience data/trends as directed.
• Prepares and presents monthly reports to leadership as requested to include patient satisfaction and HCAPHS data from approved sources.
• Acts as content expert to support leadership key departments and committees concerning patient experience matters.
• Completes patient rounding as directed.
• Performs other duties and responsibilities as needed.

Minimal Qualifications
Education

• Bachelor's degree in nursing, health administration, public health, business administration, healthcare or a related field required

Experience

• 3-4 years of experience in data analysis and process improvement preferred
• Training in process improvement patient experience and data analysis preferred

Licenses and Certifications

• Certified Patient Experience Professional (CPXP) thru the Beryl Institute within 1 Year required

Knowledge Skills and Abilities

• Understanding of HCAHPS is preferred.