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.

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.

KNOWLEDGE, SKILLS, AND ABILITIES

• Understanding of HCAHPS is preferred.
  This position has a hiring range of $63,793 - $113,318

• 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.
• Initiates phone call to patients who were delayed in the Emergency Department for more than five (5) hours.