Patient Experience Business Partner II - Warner Robins

Overview

Be inspired.  Be rewarded. Belong. At Emory Healthcare. 

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide: 

• Comprehensive health benefits that start day 1 
• Student Loan Repayment Assistance & Reimbursement Programs 
• Family-focused benefits  
• Wellness incentives 
• Ongoing mentorship, development, and leadership programs  
• And more  

Work Location: Atlanta, GA

Description

• Supports Emory Healthcare inpatient and ambulatory divisions by providing in-depth proactive consultation, training, coaching, analytics, and strategic support to managers, staff, and physicians for patient experience improvement
• Serves as a consultant to routinely discuss, implement, and audit best practices for improving patient experience
• Leverages project management and human-centered design principles and practices to support moderate-to-complex local and system patient experience improvement initiatives

Strategic Patient Experience Performance Improvement

Provides creative solutions to exceed expectations, create loyal customers, generate positive word-of-mouth advertising, and meet patient experience survey goals

Performs gap analyses, patient journey mapping, and leads multiple performance improvement tests of change with a human-centered design lens

Co-designs culture change strategies with stakeholders to achieve organizational goals

Prepares training courses, tools, and presentations to support patient experience strategy

Identifies coaching opportunities to build capacity for underperforming care team members in collaboration with stakeholders, providing shadowing, auditing, and individual coaching sessions

Drives patient experience improvement programs in partnership with key stakeholders

Collaboration, Integration & Staff Management

Partners with local leadership to engage team members and volunteers for improvement initiatives

Rounds in clinical areas and provides real-time coaching

Provides coaching and training on service recovery, best practices, patient communications, reward and recognition, and service data retrieval and analysis

Performs rounds and audits in partnership with clinical and operational teams to support process improvement and patient experience strategies

Collaborates with care teams to integrate patient experiences into ongoing quality improvement efforts

Collaborates with interdisciplinary teams to drive patient experience-based improvement initiatives

Develops and implements patient experience recognition initiatives to celebrate and reward high-performing departments and individuals that consistently demonstrate service excellence

Actively participates in improvement projects that improve workflows, efficiency, accuracy, and quality of the care experience

Metrics, Data & Patient Experience Reporting

Demonstrates proficiency in qualitative and quantitative patient experience data collection, analysis, and reporting, including focus groups

Continually monitors patient experience data and analyzes results, collects and reports feedback, conducts gap analyses, identifies critical factors for success, and convenes multidisciplinary teams for process improvement initiatives

Leads the creation, review, and timely distribution of reports for patient experience accountability and goal setting

Identifies trends, areas of concern, and opportunities for improvement and provides actionable insight for fiscal year improvement goals

Captures and utilizes patient stories to illustrate the patient's journey, integrating these narratives into educational initiatives to drive improvements

Subject Matter Expertise and Growth

Demonstrates leadership skills in committees and improvement projects that improve patient experience

Participates in and initiates research studies, actively pursues publications, and/or national presentations at conferences

Advises on content for patient-facing communications to improve patient experience

Works with manager to formulate a plan for personal professional development and identify needed resources for training 

Attends meetings, huddles, and educational in-services as appropriate 

Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments

Project Management and System Support

Co-designs and executes system improvement initiatives with senior leadership

Leads local patient experience committees and councils

Utilizes project management best practices to support cross-team collaboration and project timelines 

Utilizes structured methodologies to analyze local processes and workflows, including, but not limited to, time studies, process observations, and other qualitative and quantitative data collection methods

Leverages process improvement methodologies such as Lean Six Sigma

Acts as a subject matter expert on patient experience best practices

Additional Duties Performs other duties as assigned

Travel: Travel between Emory operating units and affiliated sites

Work Type: Hybrid employee - may split time between working remotely and working in the office

 

Minimum Required Qualifications

• Bachelor's degree from an accredited institution; a combination of education and experience will be considered in lieu of the degree requirement
• 5-7+ years of relevant healthcare experience working with clinical teams and/or patients
• Experience in process improvement, training, and change management concepts

Knowledge, Skills, and Abilities (Required)

Advanced communication and interpersonal skills, including experience presenting to leadership and cross-functional teams

Strong analytical and statistical skills with experience using data analysis tools such as Excel, Tableau, Power BI, SaaS, or similar applications

Excellent project management skills with the ability to independently manage multiple projects and priorities 

Strong interpersonal, communication, and relationship-building skills

Preferred Qualifications

• Master's degree from an accredited institution
• 7+ years of relevant healthcare experience working with clinical teams and/or patients
• Certification - CPXP, DEI, Data Analytics, or other relevant certification

JOIN OUR TEAM TODAY! Emory Healthcare (EHC), part of Emory University (EUV), is the most comprehensive academic health system in Georgia and the first and only in Georgia with a Magnet® designated ambulatory practice. We are made up of 11 hospitals-4 Magnet® designated, the Emory Clinic, and more than 425 provider locations. The Emory Healthcare Network, established in 2011, is the largest clinically integrated network in Georgia, with more than 3,450 physicians concentrating in 70 different subspecialties.

 

Physical Requirements Medium - Maximum 25 lbs. Up to 25 lbs., 0-33% of the workday (occasionally); lifting up to 25 lbs. maximum; carrying objects up to 25 lbs.; occasional to frequent standing and walking; occasional sitting; close eye work (computers, typing, reading, and writing). Physical demands may vary depending on the assigned work area and work tasks.

 

Environmental Factors Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to, blood-borne pathogen exposure; biohazardous waste; chemicals, gases, fumes, vapors; communicable diseases; electrical shock; floor surfaces; hot and cold temperatures; indoor and outdoor conditions; latex; lighting; patient care/handling injuries; radiation; shift work; and travel as required. Use of personal protective equipment, including respirators, may be required. Environmental conditions may vary depending on the assigned work area and work tasks.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

 

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact Emory Healthcare’s Human Resources at [email protected]. Please note that one week's advance notice is preferred.