Note: The job is a remote job and is open to candidates in USA. Oregon Health & Science University is Oregon's only public academic health center, dedicated to patient care, groundbreaking research, and training future healthcare professionals. The Consultant for Patient Experience will serve as a content expert to improve patient experiences through cultural and process improvements, consultation, project management, and education.
Responsibilities
- Serves as a subject matter expert for the patient experience, and the availability of programs
- Monitors industry trends and analyzes external and internal data to inform and influence improvement efforts
- Consults with leaders on barriers to improvement and driving meaningful action at the individual, departmental, and system level to achieve strategic initiatives
- Serves as a subject matter expert on the operational aspects of the patient experience surveys administered by the organization
- Identifies need for new programming and manages existing programs in support of OHSU’s strategic plan and the improvement of the patient experience
- Stays current on industry compliance requirements, and proposed changes
- Determines appropriate patient feedback collection method for projects, programs and initiatives and connects stakeholders to the identified resource(s)
- Develops and administers patient experience assessments for clinical and nonclinical areas · Conducts observational data collection
- Manages and coordinates associated system databases
- Determines the need for and updates regular and ad hoc reporting
- Develops report templates
- Develops and updates dashboards to report on patient experience metrics and resources
- Provides data analysis
- Provides goal setting recommendations
- Develops and manages patient feedback vendor relationships, ensuring an effective partnership relationship
- Conducts training sessions and/or attends meetings to deploy information as needed
- Designs training and user resources
- Remains current in new trends and innovations around improving the patient experience
- Shares and promotes successful improvement tactics and practices
- Other duties as assigned
Skills
- Bachelor's degree in healthcare, science, business, engineering, or statistics
- Evidence of relevant continuing education in the area of performance improvement and project management
- 5 years of experience in performance improvement
- Certification is required. Detps will determine which one i.e. Sigma Certification, Lean Certification etc
- Demonstrate through either previous position responsibilities or academic preparation: Strong training skills and facilitation abilities with evidence of successful lean six sigma projects
- Evidence within last 2 years of Project Management skills working with teams requiring self-direction and excellent written and verbal communication skills
- Evidence within the last two years of projects showing evidence of detail oriented and superb organizational skills
- Ability to work as a team member
- Expertise in office automation computer software including word processing, PowerPoint, spreadsheet, flow diagram and statistical programs
- Basic understanding of statistical and data analysis
- Exhibits a friendly and outgoing demeanor
- Demonstrates critical thinking and problem-solving skills
- Ability to manage and perform multiple tasks under conditions of fluctuating workloads, competing priorities, and changing deadlines
- Proficient in MS Office Suite
- Ability to work independently and follow through on assignments with minimal direction
- Possesses excellent interpersonal, written and oral communication skills, including the ability to speak in large groups
- Demonstrated experience in cultivating and fostering working relationships and partnerships internally and externally
- Ability to work with multi-disciplinary teams
- Strong training and facilitation skills
- Understanding of statistical and data analysis
- Working knowledge of patient experience concepts
- Ability to coach individuals at all levels of the organization
- Master's degree
- Minimum of 3 years' experience with a large complex health care organization
- Minimum of 3 years' experience managing and/or developing patient experience initiatives
- OPEX training
- Experience in a large academic medical center setting
- Formal experience in training and coaching
- Experience with human centered design tools
- Health literacy specialist certification
- Experience with EPIC or other patient information software
- Experience with patient experience vendors (e.g., NRC Health, GetWell, Loyal Health, etc.)
- Knowledge of budgeting and resource allocation
- Health literacy certification
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