Lone Star Circle of Care

  • Patient Experience Specialist

    Job Locations US-TX-Georgetown
    Posted Date 1 month ago(1 month ago)
    # of Openings
    1
    Category
    Administrative/Corporate Support
  • Overview

    Serving as a member of the Patient Experience Team, responsible for providing evaluation and improving the sentiments of our patients in a variety of ways to accomplish LSCC's mission of a patient-centered health care home that provides accountable care for all patients. The Patient Experience Specialist collaborate with team members to provide full project management of the survey process for the Press Ganey contracted survey process and Listen For Good. This role provides reporting, analysis and strategic direction both at the organizational and at the clinic level and makes recommendations based on the individual area's performance. This requires strong collaboration across all levels of LSCC and analytical skills.

    Responsibilities

    Communication:

    • Proactively review patient experience data to identify problematic and potential problematic areas and develop and assist leadership to implement corrective action plan to
    • Initiate regular updates to all leadership based on related goals, identifying progress and highlighting opportunities for
    • Engage directly with clinic managers to understand their business needs and develop business solutions to address those This requires frequent site visits.
    • Develop proficiency standards and methods to determine staff competency related to the patient
    • Provide ongoing training to staff and management, measuring training effectiveness and ROI
    • Provides patient satisfaction performance updates tailored for the Quality team
    • Corresponds with patients regarding complaints and coordinates with service lines to provide resolution
    • Serves as primary resource providing guidance, direction and training to other personnel
    • Communicates appropriately using good interpersonal skills
    • Serves, manages and supports internal and external customers
    • In collaboration with the Patient Experience Officer, facilitates the development of patient communication materials; including registration and consent forms, special notices, and informational and education brochures
    • Facilitates performance improvement teams

     

    Data Management:

     

    • Compiles, edits and interprets results using a variety of techniques, ranging from simple data aggregation via statistical analysis to complex data
    • Reports on complex issues relating to patient experience
    • Track, trend and compare results
    • Identifies best practices correlating actions with results
    • Manages the collection, reporting and dissemination of patient satisfaction surveys
    • Manages the entire survey process; including survey modifications and customizations
    • Collaborates with IT to obtain and provide patient data for surveying and works with IT to resolve technical problems related to data
    • All other duties as assigned and as required

     

    AIDET-LOC:


    • Staff Members and Directors shall deal with patients, providers, colleagues, and other internal and external LSCC contacts honestly, professionally and with empathy, following the principles of AIDET (Skill at a Glance) and the Language of Caring Overview (Staff). Staff Members and Directors shall demonstrate honesty and integrity in all LSCC business activities and work scheduling
    • Following the principles of AIDET and Language of Caring, Staff Members and Directors are expected to treat one another with respect and courtesy, understanding that each Staff Member and Director has special talents and capabilities necessary to fulfill LSCC’s Mission, Vision, and Values.
    • Principles of AIDET (Acknowledge, Introduction, Duration, Explanation and Thank You) at all times with patients, colleagues, visitors and leadership
    • The Language of Caring skills are versatile life skills that enhance communication and strengthen relationships that apply to all of us, whether we serve patients and families directly, or we serve the people who do—our internal customers.

     

    Qualifications

    REQUIRED EXPERIENCE, EDUCATION, AND LICENSE:

    • Bachelor’s degree in Healthcare Administration Health Services, Public Health, or related field
    • Experience in data management and interpretation of patient experience survey results
    • Strong analytical skills
    • Must demonstrate the ability to work with and maintain effective working relationships with patients, clinical staff, providers, management and executive leadership.

     

    PREFERRED EXPERIENCE, EDUCATION, AND LICENSE:

     

    • Master's degree is strongly preferred.
    • Previous healthcare, business or strategic experience
    • Proficiency with MS Office Suite (Word, Excel, and Outlook)
    • Excellent computer skills and the ability to learn new computer programs efficiently
    • Bilingual English/Spanish language skills are a definite plus

     

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