- Provides indepth, proactive consultation and direction to managers and staff in organizational experience improvement.
- Leads large groups through process change that result in experience improvements.
- Meets oneonone with various levels of leadership to discuss current patient satisfaction issues.
- Provides guidance to the management staff to improve patient satisfaction.
- Assists leadership with the development and maintenance of action plans to address patient experience issues.
- Provides coaching to directors, managers, supervisors and staff on service behaviors/standards and patient satisfaction data retrieval & analysis.
- Regularly attends unit/department staff meetings.
- Conducts focus groups and/or patient journey mapping on specific topics as needed.
- Advisor for experience best practices.
- Provides data analysis and research to identify trends and opportunities to facilitate appropriate experience improvements for the development of optimal care experience strategy.
- Educates and coaches management and staff in care experience related topics (communication, complaint prevention/resolution, benchmarking,
- Facilitates conflict resolution, ensuring equitable and consistent handling of patient concerns; Work collaboratively with clinical and nonclinical leaders
- Works in collaboration with Quality/Risk Specialists, Finance, Insurance, Corporate Legal Affairs, Public Relations, Office of Safety, Human Resources,
- Serves as representative related to CMS/State/Joint Commission
- Coordinates improvement initiatives resulting in an enhanced organization's image, looking for creative solutions that would exceed customer
- Engages in continuous study of the entire professional field, including best practices, to maintain the professional competence, knowledge, and skills
- Ensures that required documentation for activities within areas of responsibility is performed in an accurate and timely manner.
- Ensures that patients, their families, visitors, customers, and employees are treated with kindness and respect. Demonstrates
- Bachelors Degree required.
- Three to five (3-5) years of progressively more responsible experience, required.
- Experience in a healthcare environment or service-related industry preferred.
- Verbal communication must be clear and concise in person and via telephone.
- Must have demonstrated ability to use computer applications and general office equipment.
- Knowledge of performance improvement methods, quantitative analysis, organizational development, customer research design, and advanced computer skills (Microsoft Project, PowerPoint).
- Excellent organizational and communication skills, both written and oral.
- The ability to make effective presentations to all levels of the organization.
- Excellent interpersonal and people skills, including team building and coaching individuals on performance improvement.
- Excellent project management skills.
- The ability to analyze, read, and interprets customer survey reports.
- Ability to create, prioritize, and execute multiple tasks and meet established timelines.
- Organization:
- Department:
- Shift:
- Union Code:
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care experience consultant/full time/days/hybrid/detroit - , MI, United States - Henry Ford Health System
Description
Provides in-depth, proactive consultation and direction to leadership, physicians, and staff, concerning experience-related issues to ensure that the organization meets or exceeds customer expectations as measured on the Performance Management System.
Engages in partnerships with leaders to drive change with results evident in-patient satisfaction.Provides consultation to leadership by proactively identifying best practices and strategies for design of exceptional patient, family, and consumer experiences.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
Completes required continuous training and education, including department specific requirements.
EDUCATION AND EXPERIENCE:
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions.
It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.Overview
Partnering with nearly 2 million people on their health journey, Henry Ford Health provides a full continuum of services at 250 care locations throughout southeast and south central Michigan.
Benefits
Whether it's offering a new medical option, helping you make healthier lifestyle choices or
making the employee enrollment selection experience easier, it's all about choice. Henry
Ford Health has a new approach for its employee benefits program - My Choice
Rewards. My Choice Rewards is a program as diverse as the people it serves. There are
dozens of options for all of our employees including compensation, benefits, work/life balance
and learning - options that enhance your career and add value to your personal life. As an
employee you are provided access to Retirement Programs, an Employee Assistance Program
(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.
