Patient Experience Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the patient experience job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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A Parker

Adriana

Parker

942 Blanche Plaza

Dallas

+1 (555) 316 2958

942 Blanche Plaza

Dallas

Phone

p +1 (555) 316 2958

Experience Experience

Houston, TX

Patient Experience Rep-cha-nhmg-autumn Hall

Houston, TX

Schowalter-Quigley

Houston, TX

Patient Experience Rep-cha-nhmg-autumn Hall

Responsible for applying information on all insurance plans, correctly identifying and entering FSC into IDX
Adheres to company policy on continuing education programs, i.e. Annual HIPAA training
Communication – acknowledge patients and co-workers, listen attentively while maintaining eye contact and speaking to them directly and respectfully
Open and process any mail and distribute accordingly as well as delivering packages marked "refrigerate" immediately to clinical personnel
Maintains reception area, to include waiting room
Rolls phones according to schedule
Completes all documentation for observation, planning and evaluation of care provided to patients

Dallas, TX

Patient Experience Manager

Dallas, TX

Bins-Stanton

Dallas, TX

Patient Experience Manager

Conducts patient rounding, distributing contact information for each dept. and completes rounding logs
Rounding with existing patients, families, and Nursing personnel
Collecting, organizing, and trending data
Actively participates in Press Ganey tracking, posting of scores for HCAHPs and Press Ganey
Reporting accidents, near misses or non-conformities and ensuring the correct completion of risk event forms
Working with the culinary staff to address any customer complaints or issues relative to food items
Ensuring food quality and compliance with HACCP guidelines

present

Phoenix, AZ

Patient Experience Specialist

Phoenix, AZ

Franecki-Lowe

present

Phoenix, AZ

Patient Experience Specialist

present

Provide meaningful, real-time, service excellence coaching to all Mercyhealth partners who the PES observes interacting with patients
Assist nursing and support service leadership in identifying process improvement opportunities
Promotes teamwork and positive patient perceptions through implementation of managing up techniques
Ensures the prioritization of comfort efforts when patients are near end of life and family is grieving
Regularly attends, participates and/or coordinates department meetings, taking minutes when requested
Provides information to the patient and their families regarding hospital policy, procedures, and services
Excellence in organizing the details of multiple and related subjects, issues, and situations to present and recommend solutions in a logical, cohesive format

Education Education

Bachelor’s Degree in Healthcare

Temple University

Bachelor’s Degree in Healthcare

Skills Skills

Excellent communication and interpersonal skills, including the ability to develop and articulate key presentations to a broad range of individuals
Strong sense of ownership and high level of accountability
Ability to multi-task
Excellence in organizing the details of multiple and related subjects, issues, and situations to present and recommend solutions in a logical, cohesive format
Strong organization and critical thinking skills
Knowledge of Microsoft Office
Confidentiality and the ability to handle sensitive information is essential
Attention to detail
Proficient in data entry with multiple software applications
Maintains professional demeanor in a every level of communication, whether inter-department, customer, peer, or leadership

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Director of Patient Experience Resume Examples & Samples

Manage 4-5 staff in the Patient Experience Department
Be responsible for patient relations management and the execution of customer/patient experience systems and processes
Previous experience leading a Patient Experience initiative in an acute care setting
Progressive experience in customer/patient relations management, and the execution of customer/patient experience systems and processes
Advanced knowledge of patient satisfaction surveys and patient experience survey tools $

Patient Experience Manager Resume Examples & Samples

Conducts patient rounding, distributing contact information for each dept. and completes rounding logs
Ensures patients know the names of the tray passer
Conducts spot training for food service employees with direct contact to patients
Conduct and prepare Data Analysis and help prepare action plans based on data collected
Provides direct information to supervisor and manager for service recovery
Participates in the gridding process
Attends and chairs meetings for patient satisfaction, nurse meetings, client meetings and others as appropriate
Attends department manager meetings and reports findings
Conducts nurse rounding and completes logs sending thank you notes as appropriate
Actively participates in Press Ganey tracking, posting of scores for HCAHPs and Press Ganey
Completes action item reports and all other necessary reporting daily sending to all appropriate personnel
Supervises, staffs, trains, conducts applicable rounding and manages the performance of the staff on the patient units
Recognizes and adopts activities appropriate to the specific needs of the patient/resident population and demonstrates knowledge of specific issues directly related to age of patient population
Must be a self starter with the ability to work with minimal supervision
Requires strong customer service experience with a service friendly attitude
Ability to work with mathematical concepts such as probability and statistics

Patient Experience Program Manager Resume Examples & Samples

Provide opportunities for patient voice to influence how we deliver care in our clinics
Uncover new processes, programs and other opportunities for patient experience improvement
Produce data and analytics, identify best practices, and collaborate with a variety of departments to ensure the consistent delivery of patient-centered care
Plans, executes, and finalizes projects to meet deadlines within budget
Serves as the primary lead for management of all patient satisfaction surveys, post service calls, disenrollment outreach -- including distribution, reporting, vendor management, and development of follow up plans to address opportunities
Integrates the fundamentals of culture-change principles and practices by focusing on the delivery of patient-centered services
Coordinates interests of patients, caregivers, and providers regarding the value and quality of care offered
Promotes customer service initiatives through staff development, process changes and improvements to the quality of service as well as quality of care, by incorporating best practice techniques
Bachelor’s Degree (preferably in related field)
Knowledge in healthcare administration, communications, or marketing
Minimum five years of progressively responsible experience in patient experience
Proficiency with basic statistical management, interpretation and representation of patient/customer data
Knowledge of project and program management methodologies
Ability to communicate effectively with leadership, employees, and physicians
Demonstrated skills/experience in diplomacy at various levels including conflict resolution
Leadership of cross functional teams towards common goals
Demonstrated experience facilitating projects and cross-functional work teams and motivating staff toward common goals
Demonstrated knowledge of and passion for patient-centered care
Demonstrated ability to implement and evaluate new programs
Demonstrated ability to manage multiple and conflicting demands
Proficiency in the Microsoft Office (Outlook, Word, Excel, PowerPoint, Access) or similar products
Project Management Institute/PMP certification
Masters Degree/ MBA (MPH, or Masters HCA preferred)
Experience developing/opening and/or expanding a medical center, health facility, or hospital setting
Experience managing day-to-day operations of a medical center (with various departments), health facility, or hospital setting

Patient Experience Manager Resume Examples & Samples

Responsible for implementation and effectiveness of patient satisfaction programs at unit site for compliance with corporate and division standards, and monitors and ensures compliance, progression, and follow-up of any patient satisfaction initiatives
Rounds with patients and nursing. Completes rounding sheets and rounding logs. Creates action plans based on feedback. Reports out daily to the District Manager
Implements forms, data, and ensures standardization for departmental patient satisfaction operations success
Maintains and supports client satisfaction at a level that ensures account retention
Promotes client awareness of the Patient Experience Program and the availability of corporate resources, and monitors client communications effectiveness
Participates in and adds value to hospital committees as necessary (i.e. Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc)
Healthcare Food Service experience is a plus

Patient Experience Consultant Resume Examples & Samples

Partners with leadership to establish a sustainable patient experience program. This includes developing and driving strategies and tactics that achieve system wide outcomes for Banner Health. Regularly reports to executive, leadership and oversight teams on program status and initiative progress
Adopts a proactive approach to identify risks to project success. Organizes tools and strategies, processes and procedures that can be utilized across the assigned region and that ensure successful outcomes
Tracks Patient Experience data, analyzes trend outcomes and identifies opportunities for improvement. Responsible for reporting on findings to key stakeholders leading to transparency of project and its outcomes
Works collaboratively with physician leads, other program managers, project managers, and other leaders to identify and mitigate risks to project success. Facilitates teams for related Patient Experience project work and supports other teams work performed in relation to Patient Experience outcomes
Leads work teams to accomplish defined, standardized, goals. Identifies resources and looks for process improvement environment. Supports a flexible resource environment by working with peers within facilities and patient experience

Patient Experience Specialist Resume Examples & Samples

The Patient Experience Specialist is responsible for collaboration with OptumCare Nevada departments to ensure the best possible patient experience
This role focuses on proactive: best practices, consultation and improvement, and other assigned initiatives/projects and reactive job duties: complaint management and resolution
The Patient Experience Specialist serves as a liaison between customers, patients and / or their families and SMA / OptumCare Nevada (i.e., sales, support, clinical departments, and administration) and provides insight and information as it relates to both improvement and complaint management processes
Creates reports and shares metrics, which may include complaint, patient satisfaction, HCAHPS and other quantitative and qualitative data
Facilitates patient and / or family meetings and helps managers and providers navigate the complaint management process
Investigates and documents the patient's concerns and works with clinical and support staff to coordinate a response to the patient
Collaborates with Risk Management, Consumer Affairs, Office of Compliance and Legal Department to resolve issues that may involve Risk to the organization
Compiles, analyzes and interprets findings/trends for further review by institutional leadership in order to forecast process and service improvement initiatives
Patient Experience Specialist must function objectively in sensitive and stressful situations, work autonomously, "think on one's feet", anticipate, improvise, and synthesize extensive information to focus and resolve the issue
Assist with special projects and/or activities as requested by Director of Patient Experience or other leadership staff
Two years of experience in healthcare, hospitality, customer service or patient experience-related field
Ability to maturely and tactfully verbalize grievance or complaint outcomes to gain patient understanding
Possess strong written communication skills and relationship-centered care or interpersonal skills: including listening, speaking, rapport building, empathy, conflict resolution/negotiation, complaint management, facilitation, problem solving and crisis intervention
Ability to tolerate an ambiguous, fast-paced, demanding and constantly changing work environment while maintaining strong knowledge of computer tools and ability to become proficient in their use (Salesforce, Touchwerx, IDX, NextGen, Press Ganey and patient satisfaction data and Internet/Intra-net)
Possess excellent attention to detail, follow through and communications skills with all levels within the organization
MS Office Suite experience

Manager, Patient Experience Resume Examples & Samples

Serve as a content expert, providing oversight and direction related to SMG's critical patient experience initiatives
Work closely with SMG providers and practice staff to ensure that SMG optimizes patient experience against targets
Ensure clear understanding and commitment to patient experience targets
Develop staff recognition strategies to support promotion of and improvement in patient experience performance
Develop patient satisfaction surveys and coordinate focus groups to measure patient experience
Provide analysis of patient experience data and share with providers, practice staff and key SMG stakeholders
Track patient experience data, analyze trend outcomes and identify opportunities for improvement
Serve in a consulting role by coaching and directing SMG providers and staff with the goal of educating and improving patient experience
Collaborate with SMG Leadership and key physician stakeholders to drive a culture focused on consistency and adoption of best practices aimed at improving the patient experience
Collaborate with training management and Sr. Director of Human Resources in the development and deployment of staff coaching and training programs focused on improving the patient experience
Incorporate patient feedback into SMG practice workflows; respond to feedback received in an appropriate timeframe
Solicit feedback from key physician leaders and work closely with SMG Leadership in development of SMG patient experience targets
Participates/facilitates/leads patient experience teams aimed at improving patient experience while serving as the subject matter expert
Excellent interpersonal, verbal and written communication skills that emphasize focused listening and a respectful and compassionate approach
Ability to work within a matrix environment and collaborate cross functionally within SMG
Must have both vision and value-based abilities to build and sustain positive relationships
Excellent organizational skills necessary to prioritize and address multiple priorities
Requires the ability to communicate to audiences both formally and informally. Must demonstrate excellent problem-solving skills and exceptional aptitudes for intense concentration and mindful attention
Ability to listen and empathize attentively, deal with multiple cultures and personalities, and use excellent communication and people skills as an advocate for patients in a rapidly changing and growing environment
Advanced knowledge and a demonstrated track record of promoting patient/ customer centeredness, patient/customer experience design, patient/customer feedback management, technology applications, metrics and survey management and policy and regulatory issues
Demonstrated skills in complex project management, change management and group process
Ability to organize and present data in a concise and easily understood manner

Patient Experience Program Coordinator Resume Examples & Samples

Support system-wide PAMFCARES and daily engagement system deployment and maintenance
Schedule meetings, events and celebrations throughout PAMF, coordinating with various Tiers 4 through 1 leaders, as appropriate, for each event
Coordinate venues, supplies and materials for leadership and staff events at various levels (department specific through PAMF-wide)
Order, coordinate and maintain materials for service recovery toolkits
Coach staff on patient experience, Lean process improvement tools and methods and in the ongoing development of the Lean Management system
Contribute to and maintain intranet presence for LPO and Patient Experience; maintain Patient Experience SharePoint follow standard format
Collect content from various sources within LPO and throughout PAMF
Maintain continuous communication with involved parties to ensure information is up-to-date
Create and maintain user friendly and welcoming format and design
Provide appropriate access as needed
Coordinate visibility opportunities
Celebrations
Photography; Provide assistance during shoot, Secure filming locations
Website, newsletter and email distributions
Coordinate collatoral materials (badge cards, service recovery, recognition/reward)
Prepare graphs, reports and dashboards for distribution
Assist with training video production
Coordinate production schedule
Follow up with staff, physician, patient and volunteer “actor” nominees
Schedule interviews
Participate in workshops, provides documentation support for events, and teach workshop or training modules (as appropriate)
Perform other duties and responsibilities and/or projects as assigned
Must be able to communicate clearly and in a professional business manner. Strong written and verbal communication skills
Able to perform multiple complex tasks, prioritize independently, and work under pressure to meet deadlines in a fast-paced environment
Able to work with others in a flexible, cooperative environment
Proficient in all applications of Microsoft Office, with an emphasis on Powerpoint, Excel, Visio, Word and Outlook
Skilled in project management
Able to read and interpret data
Possesses a strong desire and ability to rapidly learn and apply the principles of a Lean enterprise and patient experience to the management of the Lean Promotion Office and Patient Experience Department
Daily travel to locations within the Bay Area region

Patient Experience Informatics Administrative Manager Resume Examples & Samples

2 – 5 years of practical experience in supporting the data preparation requirements of an interdisciplinary team in a large-scale data analytic context
Must be knowledgeable about existing programs available for data validation and data cleansing
Experience with high-level analytical tools and data formats
Experience in statistics, algorithms, graph-based software
At least 3 years experience in a healthcare environment
Strong communication and leadership skills
A proven track record in the use of a patient satisfaction database
Biostatistics skills-specific experience with statistical methods for data collection and analysis
Certification preferred: in six sigma or informatics or will obtain within 1 year of hire

Director of Patient Experience Resume Examples & Samples

Actively promotes and models service excellence principles at all times
Plans and Coordinates service excellence programs; collaborates with external experts to implement evidence-based service excellence tools and processes throughout acute care hospitals
Provides guidance regarding service excellence data collection, tracking, distribution and communication
Promotes a service ethic to change longstanding behaviors of frontline workers and management
Focuses the organization on reforming management and employee behavior and retooling operational processes to align them better with patient needs
Hardwires management and employee practices to ensure exceptional service on an ongoing basis. This includes the development of service standards and prescriptive language
Researches, reviews, and Implements best practices for service excellence
Challenges the organization to set stretch goals and to exceed their own expectations
Oversees management and training of multidisciplinary teams to use service excellence tools and principles in daily activities
Written and oral communication skills at a level where deals effectively with people at all levels, and can influence others to gain acceptance for important System and clinical programs and processes
Strategic thinking ability at a level where can scan internal and external environments to determine strengths, opportunities and threats, and the ability to prioritize strategic initiatives
Knowledge of data sources: Service: NRP Picker, Gallop
Extensive healthcare experience and knowledge is key for this position. Bedside nursing experience nice to have
Ability to review clinical charts for complex cases
Critical thinking skills and problem solving is key
Strong communication skills across all lines of an organization

Patient Experience Coord Days Resume Examples & Samples

Bachelor’s degree in Healthcare Administration, Nursing, Business Administration or other closely related field is preferred
Healthcare experience preferred
Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders is required
Analytical skills and ability to interpret quantitative and qualitative data and information is required

Assistant VP Patient Experience WFH Resume Examples & Samples

Provides strategic leadership and operational insight; designs, plans, organizes and facilitates execution of an HCA patient experience strategy in collaboration with the Chief Patient Experience Officer
Works closely with internal and external parties to manage and facilitate high visibility processes and projects which enhance patient experience
Collaborates with HCA facility, division and corporate leadership to develop and implement business plans as well as short and long term goals designed to improve and enhance patient satisfaction and service excellence. Specific strategic focus is on HCAHPS survey performance, initiatives, and programs designed to increase and maintain high levels of satisfaction
Serves as a resource, consultant and advisor to HCA facility and division leadership in the identification, assessment and implementation of strategic and operational patient experience initiatives and opportunities designed to improve the patient experience
Uses knowledge of the implications of measures for HCAHPS scores and for CMS guidelines regarding recording patient satisfaction scores among quality data to impact the organization’s overall effectiveness and bottom line
Facilitates the integration and utilization of data sources including quality, human resource, finance and other key operational indicators across the enterprise and provides analysis and consultation
Consults with key resources in the Leadership Institute regarding curriculum planning and education to all leadership and hospital staff to ensure continuous quality improvement
Identifies skills and processes to influence and modify the behaviors of the wide range of individuals who come in contact with patients and families, and incorporates those into actionable and measureable systems to achieve results
Leads initiatives intended to achieve, maintain and maximize a robust process improvement culture. Works collaboratively with facility, division and corporate leadership to improve the overall quality of the patient experience and ensure that all related initiatives remain on schedule
Responsible for ensuring quality standards for patient care are expanded to other clinical entities thus assuring efficient and effective coordination and delivery of all patient care services. Navigates the impatient nursing care environment and other points of direct patient interaction and works through hospital staff providing direct patient care to achieve the desired patient care experience outcomes
Helps create a framework customized to draw on HCA strengths of operations, quality, safety, ethics and compliance and capitalizes on the culture and ability to scale best practices
Utilizes evidence based best practices including but not limited Nurse Leader Rounding, Employee Rounding, Senior Leader Rounding, Hourly Rounding (SM), Standards of Behavior, Peer Interviewing, etc
Engages actively all levels of leadership and staff to maximize and scale evidenced based practices
Supports the development of a framework for HCA patient experience that includes hiring and onboarding the right people, arming leaders and staff with the education and skills to accomplish the desired results, actively monitoring progress and rewarding and recognizing accomplishments
Leadership – leads individuals and groups toward identified outcomes, setting high performance standards and delivering quality services
Critical Thinking – actively and skillfully conceptualizes, applies, analyzes, synthesizes or evaluates information gathered from, or generated by, observation, experience, reflection, reasoning or communication as a guide to belief and action
Building Trust – interacts with others in a way that gives them confidence in one’s intentions and those of the organization
Effective Operational Decision Making ‐ relates and compares; secures relevant information and identifies key issues; committing to an action after developing alternative courses of action that take into consideration resources, constraints, and organizational values
Conceptual Thinking – ability to identify patterns or connections between situations that are not obviously related, and to identify key or underlying issues in complex situations. Includes using creative, conceptual or inductive reasoning
Change Leadership – continuously seeks and encourages others to seek opportunities for different and innovative approaches to addressing organizational problems and opportunities
Adaptability – maintains effectiveness when experiencing major changes in work tasks or the work environment; able to adapt to change in environment and/or circumstances with a positive outlook; and adjusting effectively to work within new work structures, processes, requirements, or cultures
Managing Conflict – deals effectively with others in an antagonistic situation; using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people
Energy – consistently maintains high levels of activity or productivity; sustaining long working hours when necessary; operates with vigor, effectiveness, and determination over extended periods of time
Stress Tolerance – maintains stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and the organization
Organization ‐ proactively prioritizes initiatives; effectively manages resources and keen ability to multi‐task
Communication ‐ communicates timely, clearly, proactively and concisely with all key stakeholders
Customer/Stakeholder Orientation ‐ establishes and maintains long‐term customer/stakeholder relationships, building trust and respect by consistently meeting and exceeding expectations
Work Independently – Is self‐supporting; not needing to rely on others to complete a job
Facilitation – ability to facilitate small to large groups of people at various organizational levels for purposes of planning, problem solving, or strategy development
Minimum of ten (10) years healthcare leadership/management experience required
LEAN experience preferred
Candidates who meet these qualifications may come from a variety of backgrounds such as Nursing, Social Work, Education, Medicine, etc
Working knowledge of HCAHPS and other patient experience surveys/metrics
Knowledge of current trends and best practices in patient experience and service excellence relevant to services provided by hospitals, medical staffs and integrated healthcare systems
Knowledgeable about patient and family centered care initiatives
Knowledge of hospital organizations, policies, procedures and forms
Resourcefulness to identify and search for information that is not readily available
Ability to establish and maintain effective working relationships across the HCA enterprise
Demonstrated track record of bringing great ideas in patient service to fruition through the alignment of ideas, people and processes
Expertise in service recovery and cutting edge patient service programs is highly desirable
Highly developed thoughtful, analytical skills; ability to function at a high level in a fast paced environment
Superb interpersonal, verbal and written communication skills, particularly in the areas of caring and compassion, to communicate effectively with patients, physicians, managers and high level administrative staff, as well as, nursing, clinical and other support staff who are critical to facility functions
Able to prioritize and manage multiple projects simultaneously. Demonstrated experience as a project manager, preferably related to customer and/or patient satisfaction, with the ability to effectively lead project teams and keep teams on task
Strong working knowledge of theories and principles of facilitation/process improvement tools and techniques
Ability to act independently to solve problems and develop recommendations. Undeterred by challenges and barriers to change, as well as persistent and undaunted by resistance
Collaborative, transparent, approachable and passionate about the goals at hand
Results oriented with the ability to not only set goals but also design, implement and monitor plans for improvement
Proven ability to bring projects to successful completion with sustainability
Engaging with outstanding interpersonal skills and a polished, professional presence
Politically savvy, understands when to seek counsel and to involve others; results oriented change agent who is an effective business systems thinker

Brand Director / Patient Experience Lead Resume Examples & Samples

Establish deep understanding of the lived experience of patients with osteoporosis and their post-fracture emotional and rational journey leading to actionable insights
Working closely with Amgen (commercialization partner), consumer agency and regional / local marketing teams, translate the patient centric brand positioning for romosozumab into core message elements, creative expression and mobilization strategies
Develop clear communication channel strategies and global materials and programs that can be regionally localized
Champion the voice of the patient internally
Working closely with UCB / Amgen technical development teams, advance romosozumab’s device strategy incorporating key insights from patients and HCPs which creates a superior customer experience at launch and beyond
As a component of lifecycle planning, lead the evaluation and recommendation of device development options which address key customer needs and advances brand acceptance
Work across functions (regulatory, supply chain, market access, labeling and packaging) provide commercial direction to the SKU strategy and launch sequence for romosozumab
Recognizes the need to develop self
Learns from both successes and failures, regards all experiences as opportunities to learn and improve, is intentional and disciplined about reflecting on and internalizing learning
Actively reaches out for and acts on feedback to improve personal and team performance

Patient Experience & Ecosystem Value Lead Resume Examples & Samples

Supporting the synthesis of the PEV strategy for the different populations
At least 7 years of experience overall
US based experience
At least 4 years of experience in pharmaceutical or healthcare-related industry or consultancy in a medical or business function including but not limited to medical, finance, pricing, commercial market access or supply chain/distribution either in the (bio)pharmaceutical industry or consulting
At least 2 years of experience in a customer-facing role focusing on health care providers, health care delivery systems and/or quality of care (e.g. as an MSL)
Previous experience in the design and implementation of beyond the pill programmes is a strong plus
Solution-driven and creative “out of the box” thinker, who will challenge the status quo
In a compelling consultative approach you articulate your ideas in a clear, inspirational and pragmatic manner
Able to balance objective, quantitative analysis and intuitive decision making tailored to specific circumstances
Creative mind-set, can-do attitude and hands-on problem solving skills, while able to think strategically
Excellent leadership, interpersonal and written/verbal communication skills and an effective team player who can engender credibility and confidence within an international matrix organization
You are an excellent project manager and relationship builder, highly organised with a keen sense of what it takes to get the job done
Strong customer focus and ability to prioritize work in a dynamic environment with competing priorities

Patient Experience Manager / Risk Manager Resume Examples & Samples

3 years of related experience
Previous hospital patient representative experience preferred
Knowledge of healthcare operations and regulations
Hospitality or public relations experience preferred. Alternate dispute resolution training and/or mediation training or certification and/or conflict resolution training preferred. Medical Terminology preferred

Patient Experience Specialist Resume Examples & Samples

Participate in the creation of education and training programs for all staff, including physicians, centered around customer service and creating a 5-star patient experience
Uses findings from analysis of trends in complaints to mentor individuals and departments to develop appropriate service action plans
Identifies and implements systems and processes to improve efficiency and reduce expenses that do not compromise qualify of services/mission
Must be able to interface with various levels of internal and external customers in a confident, professional, approachable manner
Interface with patients and families to ensure that care is consistent with their expectations
Facilitates resolution of complaints/requests from Patients & Visitors to improve patient experience
Analyzes patient experience data analytics and metrics
Participates in the creation and implementation of action plans resulting in increased patient experience
Regularly attends, participates and/or coordinates department meetings, taking minutes when requested
Acts as an intermediary to Hospital Administration on behalf of patients and their families
Presenting action plans and education to both small and large groups
Collects data about patient care problems, prepares reports, analyzes trends, and reports information to appropriate departments for action
Schedules meetings and maintain calendar for the Director of Quality, Safety & Risk Management
Ensures the dignity of patient/customer is maintained at all time
Cooperative in interactions, treating customers with courtesy, respect and compassion; ability to handle difficult and angry people constructively; and interact with physicians and senior leadership
Excellent judgment, objectivity, ability to work with others, with strong communication skills, and the ability to develop innovative and feasible solutions to complex issues in which the boundaries are broad and difficult to determine in advance
Excellence in organizing the details of multiple and related subjects, issues, and situations to present and recommend solutions in a logical, cohesive format
Establishes a rapport with the patient and family to learn what is the most important to them in their hospital experience and their preferences. Communicates findings to the appropriate healthcare team members
Excellent communication and interpersonal skills, including the ability to develop and articulate key presentations to a broad range of individuals
Confidentiality and the ability to handle sensitive information is essential
Superior teamwork skills as a team member
Effective change management skills
Strong sense of ownership and high level of accountability
Ability to work independently and to manage multiple tasks in a fast paced environment
Responds and provides service recovery, must be able to address difficult, awkward situations with tact and diplomacy, and with empathy
Attends and participates in staff meetings, orientations, and in-services and/or reviews documentation as required, actively participates in mentoring and coaching
Knowledge of the CMS guidelines for communicating with patients regarding patient experience
Excellent analytical skills and judgment to interpret data and create/implement action plans to address varied situations and circumstances relating to patient experience
Must demonstrate exceptional communication skills along with excellent customer service skills
Knowledge of HCAHPS survey, its administration protocols and parameters
Strong attention to details, commitment to excellence and strong planning and organizational skills, using time efficiently and prioritizing and coordinating tasks appropriately
Must be able to perform a variety of duties, often changing from one task to another of a different nature, without loss of efficiency or composure, and be able to perform under stressful conditions when confronted with multiple requests, demonstrating prioritizing skills
Associate's Degree in Hospitality, Business, or Psychology or 3-5 job specific experience with a strong focus on customer service, supporting patient care, or hospitality
Proficiency with Microsoft Word, PowerPoint and other relevant applications

Patient Experience Senior Consultant Resume Examples & Samples

Partners with leadership to establish a sustainable patient experience program. This includes developing and driving strategies and tactics that achieve system wide outcomes for Banner Health. Regularly reports to executive, leadership and oversight teams on program status and initiative progress. This often includes involving other facilities beyond assigned areas. Routinely recaps findings and shares information and awareness is a simple and concise way with other markets and/or organizational teams
Leverages program content, training curriculum and provides on-going education to leadership, providers and caregivers. Applies evidence based knowledge of performance improvement, survey instruments and methodology to work
Identifies trends that are beyond the market and shares those to drive action with facts that generate results. Tracks Patient Experience data, analyzes trend outcomes and identifies opportunities for improvement. Reports on findings to key stakeholders leading to transparency of project and its outcomes. Ensures awareness for trends that have multiple market and organizational reaching impacts
Leads/facilitates/participates in patient experience teams and committees as assigned. Serves as knowledge, quality and process subject matter expert. Supports the integration of process improvements across network and community. Available for leadership support calls
Facilitates cross functional teams to identify patient experience, mentorship and provider onboarding improvement strategies, priorities, measures and milestones
Leads work teams to accomplish defined, standardized, goals. Identify resources and look for process improvement environment. Supports a flexible resource environment by working with peers within facilities and patient experience

Director, Patient Experience & Self Service Resume Examples & Samples

Responsible for 16 million Patient Interactions a year
Advanced knowledge of A/R, collections or Customer Support/Service organizations
Advanced knowledge of technology solutions including CRM, self service, online chat, integrated channel management
Advanced knowledge of continuous improvement and or customer experience strategies (Net Promoter System)
Experience leading cross functional program implementations across a broad organization
Utilizes process and data to deliver results
Work independently across multiple priorities
Ability to colloaborate and communicate at all levels of the organization from front line team members to executives
Excellent change leader
4 year college degree in Business Administration, Finance, or Health Administration or equivalent experience
5 years experience leading large customer experience transformation initiatives
Innovation catalyst, continuous improvement or six sigma experience desired

Patient Experience Analytics Consultant Resume Examples & Samples

Collaborate with Operational and Clinical Leadership team to address barriers to providing an exceptional experience
Assists with the implementation of operational changes to improve the overall patient experience
Serves as the primary lead for third party vendor relationships, patient experience surveys and data analytics
Consult with leaders and associates to drive Clinical Optimization engagements aimed at achieving improvements to our models of care
Engage key stakeholders across the business to design, develop, and implement pilots aimed at improving our care models
Responsible for ongoing management of engagements and analysis of customer and operational reports for use in evaluating engagements
Track and trend results of clinical optimization engagements leveraging data from various sources to improve engagements
Bachelor’s Degree in business or a related field
Ability to put context around data and identify both problems and their solutions
Ability to manage and prioritize diverse and complex projects
Advanced level experience with Excel
Excellent PC skills (including MS Word, PowerPoint, and Access)
Strong coding and data manipulation skills; particularly in SAS and SQL
Knowledge of, and experience in, Visual Basic for Applications (VBA)
Ability to create and maintain relational database tables that drive the performance of the entire team
Understanding of clinical programs and services

Senior Manager, Patient Experience Program Resume Examples & Samples

Be patient centric: in-depth understanding within Gastroenterology or chronic conditions and the patient journey and, identify unmet patient needs, physician needs on patient education, identify patient support opportunities from a professional angle of view
Project manage and coordinate pre-launch, short and long term patient program strategy for the Entyvio brand in collaboration with the functional teams
Provide support to the Entyvio teams at a global, regional and affiliate level on the direction that the Patient Support Program will develop
With the Director, Patient Experience Program, help design, implement , monitor and manage patient programs based upon the Entyvio brand and patient needs, (education, delivery support, adherence, access to public/private reimbursement, financial assistance, expert management) and providing differentiated value-offering to patients
Responsible within the organization/brand team for the customization of PSP requirements for the Entyvio Brand
Closely manage the partner(s), budget and deliverables according to launch timelines and looks for continuous quality and strategic improvements to patient programs
In collaboration with marketing, ensure that patient support tools & training materials are developed and available for patients & health care professionals. In collaboration with training function, rollout training plan for customer facing team. Coordinate and develop internal and external stakeholder training related to patient programs and act and the Lead problem solving issues relating to incoming individual patient support issues
Monitoring of vendor service quality and internal reporting (of the Entyvio brand that the PSP is performed) on the brand performance and programs monitored performance relative to objectives and targets
Leverage internal resources and provide in-service support for the Entyvio product as required in the field by customers
Responsible to maintain, report/analyze PSP market trends by conducting internal and external assessments and maintain detailed knowledge of all available patient support programs
Monitor initiatives (e.g. pre-authorization, preferred pharmacy network, etc.) with Private Payers and assess their impact on PSP development
Develop and implement Direct to Patient programs which may include social media and digital
Bachelor’s Degree in Biology, Chemistry, or related science essential
MBA in Marketing essential
At least 10+ years’ experience with increasing responsibilities in sales, marketing or related function; a strong focus on leading and managing Patient Support Programs preferred
Previous experience in a digital communications role would be preferable, though not required
Strong project management skills required
Comprehensive understanding of Patient Support Programs market requirements
Solid understanding of the reimbursement environment and more specifically a comprehensive understanding of the different stakeholders in the private market and their evolution
Experience in regional or global headquarters - Experience in both Europe and USA markets, preferred but not required
Experience in healthcare marketing positions at a commercial pharmaceutical organization
Deep therapeutic knowledge of Gastroenterology – understanding of the disease state, treatment paradigms and future trends with at least 8+ years’ experience within this field preferred
Strategic Thinking – possesses a vision for the brand/franchise, builds a plan and executes to achieve
Business Acumen – ability to make sound business decisions by having a strong understanding about business, balancing unique regional/local needs, financial objectives, and risks/benefits of decisions
Analytical – ability to use logic and analysis to solve ambiguous/complex business problems
Marketing Techniques – understanding of pharmaceutical marketing methods, tools and concepts (e.g. market research, advertising, international congresses and key events, public relations, media placement)
Leadership – ability to inspire and empower others to be at their best and deals with corrective actions in a manner that inspires accountability. Must have demonstrated experience with influencing multiple internal stakeholders
Ability to work in a cross-functional team with medical, pricing and access and other support functions to plan and execute key initiatives
Executive Communication – ability to clearly and succinctly communicate (verbally/written) in a persuasive and appropriate manner at the executive level
International and domestic travel will be required (20-40%)
LI-AF-EUR

Manager of Patient Experience Resume Examples & Samples

Conducts routine monitoring and analysis of patient experience outcomes. Analyzes CG CAHPS and patient satisfaction survey data. Collaborates with leadership, physicians, and teammates on a regular basis to ensure an optimal patient experience
Provides strong knowledge of best practice, service improvement, statistical analysis, and problem solving to improve the patient experience
Responsible for developing and delivering solutions that drive organizational and individual performance to achieve key company strategies; in a manner that support HealthCare Partners of Nevada
Responsible for supporting the AVP of Clinical Quality in planning, design and implementation of patient perception programs and activities such as point of service surveys, question testing and development, organization hot spot identification
Designs and delivers communication plans including identification and definition of methods and channels in order to drive organizational communication and changes
Ability to collaborate with management to identify, measure and support development of workforce competencies
Consults, facilitates, and promotes standardized methodologies and programs to support organizational and individual development to meet goals and business needs
Leads the delivery of organizational assessments, engagement surveys, and supporting action oriented interventions and strategies to include developing action plans and keeping departments accountable to those action plans
Keeps abreast of industry trends, benchmarks and best practices in the areas of quality and patient experience
Designs and identifies key metrics for each function to determine overall effectiveness
Oversight of patient satisfaction scores within Practices and assists in developing Action plans to meet metrics
Develops implements and facilitates survey interpretation training for Teammates
Experience in patient/satisfaction surveys, leadership development, succession planning
3 yrs. Experience in data analysis, interpretation, and project planning
3 yrs. Experience leading multiple initiatives, projects and cross-functional teams
Demonstrated experience consulting with senior management and other departments on a wide array of initiatives
Experience in a healthcare system preferred
Experience in Microsoft Office (Word, PowerPoint & Excel)
Experience with data analytic interpretation
A passion for people and their growth and development
Ability to work with many cross-functional teams
Ability to work and communicate in a fast paced environment

Senior Manager, Patient Experience Resume Examples & Samples

Responsible for tactical design and execution of MCM plans including
5+ years proven multichannel marketing experience with at least 2 years Pharma experience strongly preferred
Demonstrated success in a complex operational role with deliverables being met on-time and within budget

Administrative Director for Patient Experience Resume Examples & Samples

Provides operational insight into the coaching and strategic plans, facilitates execution of the HCA North Texas patient experience strategy in collaboration with the Vice President of Patient Experience
Serves as a consultant/advisor to HCA NTXD division facilities facilitating and conducting on site coaching visits in the NTXD
Demonstrates understanding and coaching competence in the following areas: Leadership evaluation, leadership institutes, service excellence and accountability systems – collectively termed Evidenced Based Leadership
Understanding of Evidenced Based Leadership Model executing the North Texas Division sequenced work plan
Engages actively all levels of leadership and staff to maximizes and scale evidenced based practices
Utilizes evidence based best practices including but not limited to Nurse Leader Rounding, Employee Rounding, Senior Leader Rounding, Hourly Rounding (sm), Standards of Behavior, Peer Interviewing, etc
Uses knowledge of measures of data for HCAHPS and CMS guidelines, Emergency Department, Out Patient Surgical CAHPS, Out Patient Test and Treatment
Provide professional and high quality communication to the North Texas team building effective relationships with the North Texas facilities and division
Supports the development of framework for HCA NTXD patient experience that includes hiring and onboarding the right people, arming leaders and staff with education and skills to accomplish the desired results, actively monitoring progress and rewarding and recognizing accomplishments
Identifies skills and processes to influence and modify the behaviors of the wide range of individuals who come in contact with patients and families, and incorporate those into actionable and measurable systems to achieve results
Accountable for successful HCA results and relationships

Manager Patient Experience Resume Examples & Samples

Provides oversight and direction for the Patient Experience initiatives
Provide seamless implementation of HCA’s Patient Engagement and Medical Staff Perception survey programs to enhance the patient and physician experience
Monitors target volumes to ensure accurate reporting

Patient Experience Coordinator Resume Examples & Samples

Initiates rounding on all patients and prioritizes focused revisits to improve the patient experience
Actively connects with the patient at the bedside and serves as a liaison to connect the patient’s voice, expectations, and perspective with the hospital care team
Oversees service recovery initiatives; coordinates with all hospital departments to identify and resolve service related issues
Consults with leaders in the development of strategies to improve patient satisfaction; identifies best practices and opportunities for improvement and works collaboratively with leaders and staff
Coordinates patient high amenity offerings, continually assessing programs for potential improvements; considers and incorporates the needs of culturally divers populations; ensures effective communication with patient and family regarding high amenity offerings and services provided
Tracks and trends patient/visitor service concerns. Identifies system/process related problems via patient/visitor data and works collaboratively with physicians, leadership and staff to resolve
Provides feedback and coaching to the care team in delivering high touch, service-oriented
Conducts regular accountability and variance analysis of patient experience outcomes. Analyzes HCAHPS survey data, complaints and grievances and collaborates with leadership and staff on regular basis to ensure optimal patient experience
Ensures patient communication and explanation of services is provided in a way that can be easily understood by patients and their families
Contacts patient upon admission, and as needed, to ensure the patient is receiving services as requested; to identify additional needs and services, and ensure delivery of quality services
Minimum two years previous experience within a customer service position required; Knowledge of medical terminology preferred, prior hospital experience required
Critical thinking, service excellence and good interpersonal communication skills, ability to read/comprehend written instructions, ability to follow verbal instructions, analysis and strong Microsoft Office skills, including Excel

Patient Experience Coordinator Resume Examples & Samples

Responsible for handling incoming health plan complaints and providing a written response by the assigned due date
Field incoming calls and work with Center Administrators to resolve member complaints
Complete monthly termed member report
Facilitate customer service training
Assist with running CG-CAHPS survey reports upon request
Provide monthly reporting to Patient Experience Manager
Perform all other duties as assigned
Minimum: 3 years’ experience in a customer service setting with two of those years in direct contact with the public
Minimum of Excellent written and verbal communication skills, including superior phone skills
Excellent problem-solving and conflict resolution skills
Ability to communicate professionally and work effectively with all levels of personnel
Possess a high degree of accuracy and efficiency
Ability to multi-task and remain organized
Proficient in all Microsoft Office programs including Excel and Access

Patient Experience Practice Leader Resume Examples & Samples

Leads large-scale process redesign/improvement efforts designed to facilitate attainment of key organizational objectives
Provides leadership and expert consultation on the design, development, and implementation of process and programs related to practice areas
Sets the overall direction of the practice to address key organizational issues
Staffs projects to ensure that teams are composed of individuals with appropriate skills and expertise
Ensures that client and organizational needs are met consistently
Collaborates with other Practice Leaders to provide support to regional and CSA leadership in the pursuit and attainment of organizational goals
Support will include setting priorities for strategically focused areas, identifying opportunities for improvement, and advising on specific areas of expertise
Provides leadership in the development and dissemination of best practices across regional departments
Establishes effective working relationships with peers both internal and external to KP
Fosters a customer oriented work environment with emphasis on dedication to helping customers, respect for individuals, highest standards of quality, innovation, empowerment, and teamwork by developing and implementing policies and practices that reflect the vision of Kaiser Permanente. Supervises and develops staff
Coaches and develops employees according to their strengths; creates a structure that will promote self-directed work
Minimum of four (4) years of general business experience
Minimum of three (3) years of health care consulting and project management
Prefer previous experience in patient care setting working with staff to improve member/patient satisfaction scores (i.e. HCAPS scores)

Patient Experience Coordinator Days Fountain Valley Resume Examples & Samples

Bachelor’s degree; Masters preferred
Minimum three (3) years experience in similar role
Knowledge and Abilities
Has full command (verbal and written) of the English language
Must be able to fulfill the essential functions of the position
Knowledge of service excellence/customer service principles and practices
Strong working knowledge of process improvement, teambuilding, customer relations, and project development
Must have excellent oral, written and interpersonal communication skills to effectively interact and provide assistance
Skilled in problem solving in order to facilitate the communication network between patient and facility
Knowledge of effective teaching skills
Skilled in maintaining composure and professional demeanor in difficult and stressful situations
Ideal candidate will possess average to above-average skills in Microsoft Office

Patient Experience Manager Resume Examples & Samples

Manage a team across all Service areas in a Zone(s) of the Hospital on a day-to-day basis ensuring full coverage of rosters and effective completion of duties in line with performance standards. Maintenance of standards of service including daily inspection and quality control, formal performance monitoring in line with the PPM’s and reporting as required in aligned Zone(s) of the Hospital. Ensure regular and proactive communication within the Hospital Zone(s) taking responsibility for team leadership and client liaison. Ensure that Soft Services staff are proactive in identifying and reporting maintenance defects etc as part of their daily duties. Building effective working relationships with senior ward staff/departmental Managers, patients and visitors to the Hospital, developing trust and understanding between the Services and Trust staff in aligned Zone(s). Knowledge of CAFM and other systems that support in the delivery of performance monitoring data, KPI measurement and all other required management information. Assist in the management of supplies, chemicals and consumables relating to the delivery of all Soft Services. Stock control and issuing in line with procedures. Proactive management of infection control standards with comprehensive liaison with Trust infection control staff in aligned Zone(s). General knowledge and use of domestic/portering and/or logistics/catering equipment to enable training on the correct usage, storage and cleanliness. Promoting a culture of customer service and the meeting of Carillion’s Values. Leadership of staff in a specific Hospital Zone(s) including assisting with recruitment, interviewing, induction, training, control of absence and timekeeping, appraisal, performance and standards of behaviour and dress. To ensure that all Patient Services functions in aligned Zone(s) are undertaken in a professional, competent and safe manner. Comply with the Company's policies and procedures to ensure efficient and effective service deliver. Ensure that all Services are fully compliant with all statutory and regulatory requirements including adherence to all internal procedures whilst ensuring performance standards. Responsible for managing targets within aligned areas of responsibility as agreed with Line Manager (e.g. optimum resource management). Undertake audits, inspections and risk assessments as necessary. To undertake on a monthly basis formal audits and inspections of all areas of responsibility and equipment and take remedial action as appropriate. All inspections to be unannounced including evenings, weekends and holiday periods eg Bank Holidays. Undertake regular team briefings and tool box talks. Assist in the recruitment and retention of appropriately skilled staff thereby ensuring effective resourcing across all Service areas in aligned Zone(s). Identify training and development needs of staff and assist with the delivery of training as appropriate. Ensure staff across all Services are allocated appropriate tasks in order to carry out the Service to the required standards. Provide support for the Senior Patient Experience Manager in conducting disciplinary and grievance procedures in line with company policy. Advise the Senior Patient Experience Manager of any issues associated with the Patient Services. Assist in the management of equipment ensuring all equipment inspected on a regular basis in line with a planned programme. Complete formal and informal staff briefings, input to staff training as required. Ensure all mandatory training requirements are complied with. Undertake appraisals and set objectives with staff in aligned Zone(s)
Reporting of all and any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment to Line Manager and/or via divisional incident reporting system
Ensure that all staff are effectively trained in the use of all personal PPE and that it is worn and used in the correct manner and in line with company policy, corporate governance and HSE Regulations
Reporting accidents, near misses or non-conformities and ensuring the correct completion of risk event forms
Management qualification
IOSH – Managing Safely
Food Hygiene
2-5 years business experience with proven leadership experience
Ability to provide an excellent level of customer service
Understand importance of meeting Key Performance Indicators to a required standard
A good knowledge of Health & Safety
Discipline and Grievance experience
Sickness Management
Experience of Employee Engagement

Manager, Patient Experience Resume Examples & Samples

Develops and promotes patient experience strategy, work with executive leaders to build support throughout the organization
Ensures that a process is in place to measure and evaluate the patient experience across DMG sites. Serves as liaison with external organizations providing survey or consulting services
Responsible for ensuring that patient experience concerns and complaints are triaged, handled appropriately and utilized for training to improve experience at site of service
Creates and leads a Patient Advisory Council. Implements improvement suggestions where appropriate
Educates managers, employees and physicians in the philosophy and techniques of patient experience improvement; through New Employee Orientation and ongoing training programs. Institute and monitor customer service training for staff, customer service, patient accounts and billing as well
Review, improve and create consistent communication to patients
Create a culture at DMG that emphasizes patient access and experience
Develop a metric for reporting survey results from all of these efforts to leadership and physicians
Chart a plan for improvement and measurement of improvement
This person should be astute, self-aware and have the ability to interact with leaders, physicians and employees at all levels
Analytical Thinking: Ability to analyze information, compare, contrast, trend data and draw conclusions
Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Oral Communication: Listens openly and clearly conveys messages and information, using various aides
Written Communication and Comprehension: Writes clearly using appropriate grammar, symbols, and medical terminology. Able to decipher and comprehend documentation of others, and is able to read complex research results
Creativity: Ability to generate ideas and solutions to routine challenges and new ventures
Team Work: Works effectively with team members to accomplish objectives and goals. Can also take initiative and work autonomously
Leadership: Appropriately optimistic and inspiring. Willingness to lead, take charge, and offer opinions and direction. Experience in managing and motivating employees on the team or others that are not direct reports
The individual in this role should have 8-10 years of experience in a physician group or healthcare environment with growth in role and responsibilities
Preferred experience in managing a patient experience process at a hospital or physician group

Director, Patient Experience Resume Examples & Samples

CA RN License
Bachelors Degree in Nursing
2+ years experience in customer service industry, patient experience or health care administration management
Excellent interpersonal and verbal communication skills
Demonstrated leadership skills, strategic thinking and management experience
Proficient in Microsoft Word, Excel and PowerPoint

Patient Experience Coordinator Resume Examples & Samples

· Associate Degree; RN preferred
· At least 3 years experience in a healthcare related field or environment
· Preferred customer service experience and leadership experience working to motivate associates in performance improvement

Patient Experience Marketing Specialist Resume Examples & Samples

Functions as principal administer of the UCBAssist service provider contracting relationship and create innovative approaches to ensuring the UCB/vendor relationship is efficient and productive to ensure patient value
Develops and refines UCBAssist process flows, SOPs, and work instructions to ensure the UCBAssist platform operations are optimized and consistent with strategy
Works with US Neurology creative vendor and printer to execute agreed upon UCBAssist platform collateral material
Coordinates field sales training initiatives for UCBAssist platform
Ensures quantitative operational KPIs and metrics are in place that tie to US Neurology business
Partners with UCBAssist Patient Experience Lead to implement and manage sales force execution of the UCBAssist platform
Partners with other internal groups to bring additional patient value experience
Executes enhancements to the UCBAssist program
Manages projects related to all UCBAssist platform activities
Retains and keeps current all relevant documents for the UCBAssist platform

Patient Experience Specialist Resume Examples & Samples

Ensure Provider Satisfaction through
High School Diploma, GED or 10 years of work experience
1 year of Customer Service experience analyzing and solving customer problems
Prior stable work experience

Patient Experience Internship Resume Examples & Samples

Must be enrolled in a college degree program
Must be able to work 10-20 hours a week during the hours of 8:00 AM to 5:00 PM, Monday-Friday
Major in Healthcare Administration, Nursing, or HDFS

Senior Patient Experience Manager Resume Examples & Samples

Lead teams across all allocated Service areas and Hospital Zones ensuring effective completion of duties in line with performance standards
Ensuring that standards are achieved across all Service deliveries to the Trust at ward/departmental level, responsible for interfacing with ward/departmental Managers and Service teams. Building effective working relationships with senior ward staff/departmental Managers, patients and visitors to the Hospital, developing trust and understanding between the Services and Trust staff across multiple Hospital Zones
Demonstrate and utilise strong knowledge of various CAFM and other systems that support in delivery of performance monitoring data, KPI measurement and all other required management information. Set key performance indicators across all Services to ensure contractual compliance
Maintenance of standards and delivery of service including daily inspection, quality control and formal performance monitoring in line with contractual obligations
Management of supplies, chemicals and consumables relating to the delivery of all Soft FM Services. Stock control and issuing in line with procedures
Proactive management of infection control standards and comprehensive liaison with Trust infection control staff
Leadership of teams including accountability for recruitment, interviewing, induction, training, control of absence and timekeeping, appraisal, performance and standards of behaviour and dress
Follow and ensure compliance of Group and Company policy and procedures at all times
Responsible for all staff being effectively trained in the use of all personal PPE and that this is worn and used in the correct manner and in line with company policy, corporate governance and HSE Regulations
NVQ 3 or 4 qualification or equivalent
Good standard of education
Educated to Degree level
BIFM Accreditation
NEBOSH
5 years business experience with demonstrable experience of leading teams
Good knowledge of Health & Safety
Recruitment and Selection experience
Employee Engagement
Ability to effectively undertake performance management tasks

Patient Experience Resume Examples & Samples

Assist in collecting, tracking and analyzing service excellence trends for optimizing service outcomes
Communicate hospital wide progress on services and patient relation initiatives to all relevant team members
Collaborate with education to create educational programs promoting patient centered care
Coach employees to maximize the use of customer service tools and programs for enhanced patient experience by regular rounding
Actively participate on patient experience team
Assist with management follow-up and communication related to patient grievances/concerns
Facilitates and assists administrative staff, management team and associates in their understanding, promulgating and implementing of the Mission, Values and Philosophy of CHS, LHN and St. Joseph Hospital
Directs the Pastoral Care Department staff in implementing the delivery of chaplain services to the hospital’s patients, physicians, visitors, employees and volunteers
Assists the hospital in meeting the missions needs of the community
Assists hospital CEO to assure compliance with the Catholic covenants of the Asset Purchase Agreement with Ancilla Systems
1) Demonstrates working knowledge of the English language, verbal and written
2) Requires working knowledge of the health care environment, dynamics of hospital internal and external
5) Demonstrates extremely independent judgment and self-motivation
6) Demonstrates an extremely high level of interpersonal and communication skills, both verbal and

VP Patient Experience Resume Examples & Samples

Serves a hospital-wide educator and coach for patient experience results
Augments implementation and revision of best practices via coaching, mentoring, auditing, verifying and validating
Serves as the internal, subject matter expert for Evidenced-Based Leadership practices and principles, best practices, and Must Haves
Facilitates and implements prescriptive tactic and tools to drive better leader and staff performance and decrease leadership and staff variance
Bachelor’s Degree required, Master’s Degree preferred
Registered Nurse (RN) preferred
Minimum of 2 years of experience in the healthcare industry
Experience with Service Excellence initiatives and tactics
Ability to coach all levels of leadership and staff
Ability to develop and maintain a very high level of expertise in the concepts, practice and evolution of service excellence
Computer proficiency in Microsoft Windows, Microsoft Office, Internet, E-mail, and SMS
Statistical knowledge

Marketing Intern, Patient Experience Resume Examples & Samples

Development of strategic content for key social media channels and digital communities
Utilization of creative writing skills to interview patients and capture stories
Event coordination for local and regional events through marketing collateral creation and event logistics
Assistance in development of marketing and outreach campaigns
Perform all duties in compliance with all Healthcare Regulatory policies
Must be in pursuit of a Bachelor’s degree in Marketing, Public Relations, Business Administration or related major
Must be currently enrolled in school with a successful completion of 2 years of undergraduate studies (minimum of 60 credit hours towards Bachelor’s degree)
Ability to provide college transcripts as well as a letter of recommendation from a faculty member
Must be eligible to work in the United States
Candidates are responsible for their own housing and transportation during the internship
Interest in pursuing a full-time career in Marketing with NuVasive
Experience in creative writing and social media content creation

Manager, Patient Experience & Loyalty Resume Examples & Samples

Develop and manage the Patient Engagement and Loyalty Program to provide greater behavioral insights (i.e. loyalty) and influence more profitable patient behaviors
Develop and execute digital and relationship marketing initiatives stemming from or in complement of the patient engagement program (email campaigns, patient acquisition, etc.)
Grow and maintain a profiled and active patient database to fuel one to one marketing and digital initiatives
Develop and maintain relationships with relevant vendor partners to provide meaningful incentives and rewards to participating customers
Lead the development of the Patient engagement and CRM platform structure and architecture, to capture and leverage patient data effectively at all touchpoints of the customer lifecycle, provide a 360 view of the customer and deliver consistent experiences across channels
Implement marketing automation and personalization at scale through sophisticated analytics and digital solutions
Identify and implement new digital and CRM capabilities
Build and lead a team of 3-4 subject matter experts

Associate Director of Patient Experience Resume Examples & Samples

Actively engage leadership and staff at all levels to enhance the customer experience
Work with Leadership to foster an environment of high levels of customer engagement
Develop training programs, localized strategies, unit/department based activities to increase awareness of specific behaviors and techniques which affect patient satisfaction
Coordinate Patient Satisfaction recognition programs and complaint management programs
Provide training in customer service strategies and behaviors to insure a culture of patient satisfaction
Supervise Staff of Patient Liaisons
Responsible for the Staff at the C-I-CARE Center for Excellence (Patient Experience Specialists)
Utilizes, integrates, and interprets CG-CAHPS data to assist organization in its improvement efforts, and promote optimal patient outcomes
Works collaboratively with Senior Management to develop strategic patient perception initiatives to support clinical initiatives in meeting core measures, patient safety and service excellence goals
Continuously evaluates work process and design; understands role in ensuring quality/performance improvement, productivity, and service delivery to meet stakeholder needs. Participates in performance improvement teams, as needed, to ensure linkage with the hospital’s mission, vision and corporate objectives
Develops patient high amenity offerings, continually assessing programs for potential improvements; considers and incorporates the needs of culturally diverse populations; ensures effective communication with patient and family regarding high amenity offerings and services provided
Responsible for developing and managing business relationships that will enhance services available to patients and guests including current physician and hospital staff relationships to ensure an optimal patient experience
Maintains awareness of healthcare and professional issues that impact the delivery of care
Develops and maintains inter-departmental synergies
Assist with special projects and/or activities as requested by COO and CEO or other leadership staff
7+ years of experience in leadership, customer service, or consumer or patient experience-related field
3+ years of experience managing 5 or more people
3+ years of experience monitoring quantitative and qualitative performance measurement and facilitate feedback to improve efficiencies and enhance the quality of the entire consumer experience
Critical thinking, service excellence and excellent interpersonal communication skills
Ability to read/comprehend written instructions
Ability to follow verbal instructions
Strong oral and written communication skills as well as writing and editing skills
Must have excellent attention to detail, follow through and communications skills with all levels within the organization
Intermediate skill in MS Excel
Ability to plan, organize and be flexible in response to shifting priorities and multiple clients
Certified Facilitator
Certified Project Manager
Previous experience in a healthcare or hospitality setting
1+ years of SalesForce experience

Patient Experience Coordinator Resume Examples & Samples

Bachelor’s Degree from an accredited university, or the equivalent combination of education and/or experience. Graduate degree preferred
Previous experience working in a healthcare setting
Two years of experience in customer service, process improvement or patient experience preferred
Computer and strong data analysis skills preferred
Analytical ability to identify opportunities for improvement and problem resolution
Interpersonal skills to build effective working relationships with other hospital departments and patients, families and outside agencies
Ability to cope with stressful situations or encounters, and manage multiple and sometimes conflicting priorities
Ability to establish position working relationships with patients and families in difficult situations
Ability to quickly, and accurately assess patient and family concerns when contacted for assistance
Demonstrated ability to be able to solve critical issues in a very timely manner
Ability to be able to time manage and set schedules
Ability to organize and coordinate health fairs, community programs, and educational sessions for the hospital staff on patient care
Ability to communicate effectively in written or oral communication

Patient Experience Specialist Resume Examples & Samples

2 years of customer service experience
1 year of medical office or healthcare experience
Bilingual (Spanish and Russian)

Director of Patient Experience & Service Excellence Resume Examples & Samples

Minimum of five years experience in healthcare and/or business environments’ customer service
Previous supervisory experience in healthcare environment
Ability to affect change and evaluate impact of change
Working knowledge of risk management processes
Ability to assess caregiver training needs, assist in coaching sessions for improved service skills
Ability to analyze, interpret and present statistical data
Interpersonal, analytical, presentation and leadership skills
Exceptional verbal and written skills
Team-building skills
Change Facilitator/Green Belt training

Reg Patient Experience Mgr Resume Examples & Samples

Works closely with executive leaders at assigned campus to ensure that we are most effectively meeting the needs of each facility and regional progress as a whole, while creatively leveraging limited resources
Demonstrates strong project management skills, and effectively develops and monitors project workplans to completion
Participates in the planning of the annual Patient Experience Summit, and supports all team efforts during the event
Expertise in effective methods of education and adult learning practices
Proficiency in Microsoft Outlook, Word, PowerPoint, Excel
Communication:Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listens actively to others
Facilitating Change -Encouraging others to implement better approaches to address problems and opportunities; leading the implementation and acceptance of change within the workplace

AA Reg Patient Experience Mgr Resume Examples & Samples

Actively participates in strategic planning for patient experience in the region and system-wide
Leads committees/efforts at assigned campus(es) and leverages best practices across West Florida
Leverages the power of story and patient comments at assigned campus(es) to advance patient experience improvement, and provides on-going story contribution to the headquarters office
Collaborates with executives and leaders in the field to create and oversee unit/department level action plans to drive improvement at assigned campus(es)
Organizes consulting priorities in a strategic manner, and pro-actively works with executives to ensure focus on the most critical areas for patient experience improvement
Working with department leaders, contributes to the educational content planning of all patient experience strategy online forums and leadership workshops throughout the year
Engages in the development and deployment of consistent education for patient experience using innovative and effective training approaches, demonstrating sound knowledge of adult learning methods
Seeks out system standards for education on patient experience initiatives, strives for consistency and leverages work product of the AHS Patient Experience team
Ensures all educational materials and approach leveraged at assigned campus(es) meets system standards for consistent message, templates and professionalism
Serves as a lead educator and sustainment driver for CREATION Health principles in patient experience and care at assigned campus(es)
Solid knowledge of CMS CAHPS requirements, statistical concepts, and the survey process
Minimum of ten (10) years of healthcare related experience
5 years of experience as a Nurse Manager or above in an acute care setting or 3 years of experience in a patient experience consulting role in a multi-campus setting
Coaching:Engaging an individual in developing and committing to an action plan that targets specific behaviors, skills, or knowledge needed to ensure performance improvement or prepare for success in new responsibilities
Delivering High-Impact Presentations:Presenting ideas effectively to individuals or groups when given time to prepare; delivering presentations suited to the characteristics and needs of the audience
Critical Thinking: Methodically analyzes and evaluates business problems by defining the challenges, identifying alternatives, and making timely decisions
Manages and Executes Projects: Manages all aspects of engagement/project to ensure outcomes and timing are met
Manages to Results: Contributes to the successful realization of goals and demonstrates accountability for goal realization
Subject Matter Expertise: Possesses deep knowledge and specialized skill set pertaining to the job function
Influencing: Using effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes

Patient Experience Manager Resume Examples & Samples

Working with other campus based managers, manages the patient experience program for the West Florida region, demonstrating strategic planning capabilities and negotiation skills
Effectively manages the consulting and coaching program to best leverage both self and external coaches/advisors with the most effective coverage at assigned campus(es). Evolves coaching models as necessary to best meet needs and drive improvement
Influences accountability in the field working closely with campus senior leadership on the best approach, including performance review/patient experience committees
Consults with senior leadership at assigned campus(es), and mentors leaders, physicians and staff at all levels in best practices for patient and family experience
Leads measurable improvement at assigned campus(es) based on goals established with AHS Patient Experience leadership
Working with the System Director, develops consulting methods and standard feedback mechanisms for use with campuses, requiring innovation and creative approach
Seeks out system standards for consulting on patient experience initiatives, strives for consistency and leverages work product of the AHS Patient Experience team
Demonstrates expertise and consults with skill on all tools in place at assigned campus(es) to support the entrenchment of best practice, including technology/online and paper based tools
Understands and stays current on CMS CAHPS requirements, Value Based Purchasing, Press Ganey & CAHPS survey processes, results and statistical significance, and is able to articulate them in a written or oral mode to all levels of the organization
Develops strategic recommendations for curriculum necessary to support patient experience improvement initiatives in the field across the continuum of care, including innovative approaches for delivery
Conducts engaging training classes and meetings as needed in support of key initiatives
Strong knowledge of Patient Experience best practices, and how to best integrate with clinical care
Ability to lead, organize and work on multiple initiatives/projects without compromising work
10 years of experience as an RN
Thought Leadership: Develops new insights into situations and applies different and novel solutions to make improvement
Customer Focus:Ensuring that the (internal or external) customer's perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers' and own organization's needs; promoting and operationalizing customer service as a value

Senior Patient Experience Analyst Resume Examples & Samples

Bachelors degree in Health or Public Administration, or a related field; or an equivalent combination of education and experience
Four (4) years of related experience in patient data management or analysis in a large, complex healthcare environment; or an equivalent combination of education and experience
Excellent analytical, project management and independent problem-solving skills
Ability to communicate effectively with management, staff, physicians, and outside organizations
Ability to exercise professional judgment in handling sensitive and confidential issues
Ability to lead interdisciplinary teams
Excellent organizational skill
Highly proficient with spreadsheet and database management, and MS Office (Excel, Word, Outlook, PowerPoint, Visio)
Advanced degree: MBA, MPH, MSTAT or similar
Expertise in patient experience/patient satisfaction
Familiar with UCSD policies, procedures, and systems

Patient Experience Analyst Resume Examples & Samples

Updates and maintains financial information
Provides reporting and analytics to ensure operational profitability
Identifies opportunities for revenue enhancement
Participates in formation of budget
Participates in activities for professional development
Participates in special projects involving financial analysis
Required - Experience in financial analysis, forecasting and reporting including experience working independently and in small groups
Required - Experience making presentations and/or teaching groups
Must have computer skills and dexterity required for data entry and retrieval of patient information. Must be proficient with Windows-style applications, various office software packages and keyboard

Patient Experience Ambassador Weekend Days Resume Examples & Samples

Meet/exceed patient needs in a positive and courteous manner
Must be responsive to the needs of a variety of individual (clients, physicians, professional staff and associates)
Must be an active team member, be flexible, be able to function independently, and is adaptable and productive when requested to rotate to various areas in the department
Contacts Facilities Management and Environmental Services departments when necessary
Follows the AIDET model(Acknowledge, Introduce, Duration, Explanation and Thank
Assists with the maintenance of computer hardware as appropriate, recognizes when extra assistance is needed, and makes the request to the appropriate associate
Faxes, files and mails various reports and information
Greets all visitors and customers who come to the department
Answers telephone calls, accepts and relays messages. Possesses a general understanding of the various radiological exams and answers questions of public inquiry when appropriate, and refers calls when and where indicated
Gives customer appropriate instructions and exam preparations for future exams as indicated by the procedure
Answers phones and assists customers and physicians with inquires and film check outs. Assists customers and physicians when in the department
Takes requisitions off the printer and places in the appropriate boxes
Assists radiologist with problems as they arise
Fills out information when addendums are requested and takes them to radiologist
Fax reports when requested by the doctor’s offices
Checks the tube and distributes mail to appropriate areas

Patient Experience Coordinator Resume Examples & Samples

May be required to travel to surrounding community based clinics
Progressively responsible analytical or administrative or clinical management or supervisory experience in the health care field
Knowledge of missions, organizations, programs, and requirements of health care delivery systems
Knowledge of regulations and standards of various regulatory and credentialing groups
Knowledge of government-wide, agency, and facility systems and requirements in various administrative areas such as budget, personnel, and procurement

Patient Experience Manager Resume Examples & Samples

Rounding with existing patients, families, and Nursing personnel
Collaboration with hospital clinical and administrative leadership
Collecting, organizing, and trending data
Communicating findings with both Nutrition Services and interdisciplinary teams
Networking with other hospitals to identify best practices
Rounding with existing patients, families, and Nursing personnel in facility

Patient Experience Manager Resume Examples & Samples

Be responsible for informing patients about our SRC (Service Response Center) program
Work closely with the Clinical Nutrition, Environmental Service and Transport Service teams on quality improvement initiatives
Act as the liaison between the dietitians, nurse managers, ES managers and other ancillary staff
Work with the other Sodexo Managers with the goal of enhancing the patient experience

Manager, Patient Experience Resume Examples & Samples

Collaborates with internal and external stake holders to design and implement training related to the patient experience. Develop professional presentations-conduct training sessions for operational leaders and staff
Develop and implement initiatives and change management strategy designed to improve and enhance the patient experience in alignment with the organization's overall strategic initiatives
Develop and implement initiatives to enhance experience and satisfaction in collaboration with other departments, using data and metrics to meet objectives and strategies and promote hospital-wide accountability in support of the patient experience through reporting mechanisms and development of action plans designed to improve the experience
Lead a cross functional team dedicated to hospital-wide service excellence, provide oversight of strategic performance enhancement initiatives to achieve consistent service excellence
Lead, facilitate and navigate project plans by collaborating with operational leaders and teams as they initiate improvement efforts around the patient experience
Partner with key internal and external resources to ensure optimal results in technology and other support services
Provide direction for clinical and administrative managers to transform disparate departments into a consistent high service, patient focused practice. Anticipate, troubleshoot and resolve obstacles or conflicts that may impede service delivery
Support the connection between employee engagement and the patient experience by working closely with Patient Representative Department and Human Resources
Work to develop key metrics and reporting tools to track and measure the patient experience and improve overall performance. Benchmark with key health care organizations to identify emerging trends in patient service initiatives
Bachelors degree in Business, Healthcare Administration, Hospitality Management, or Nursing required
Masters preferred
5 years of progressive operations management experience in an Academic Medical Center/Large Community Hospital, or similar service industry required
Strong customer service skills strongly preferred
Previous professional experience in health care strongly preferred
Health care knowledge or education strongly preferred
Previous experience managing complex projects, including coordinating concurrent tasks required
Previous experience planning, managing, and evaluating business operational outcomes. required
Experience leading culture or process change that ends in an improved consumer or patient experience
Experience and working knowledge of patient/family and general customer satisfaction models and philosophies such as Press-Ganey Studor and/or Planetree preferred
Experience in curriculum development and teaching of said principles and performance improvement/management skills preferred
Ability to analyze work processes for possible performance improvements
Ability to work independently and structure a patient experience approach strategically for a hospital

Patient Experience Improvement Specialist Resume Examples & Samples

Serve as the SME on the PEX team for patient experience data, tools and improvement strategies
Serve as the primary patient advocate- overseeing patient relations for the network
Liaison with other Patient Experience departments and Press Ganey
Identify network trends around Patient Experience and develop materials for sharing of best practices
Ensure knowledge transfer of subject to the DPC performance excellence team
Develop and staff the DPC PEOT Committee
Prepare reports accordingly

Patient Experience Rep Resume Examples & Samples

Assist patients and staff as directed
Responds to patient/family problems, questions, complaints and concerns
Coordinates special services for patients, family, and visitors (e.g., foreign language or sign language interpreters, parking, meal tickets, Guest Center, notary public services, etc)
Promotes Patient Relations services and Patient Representative activities by maintaining visibility and visiting patients/families as appropriate
Collects and analyzes data regarding patients/families complaints, concerns and needs and reports trends for quality improvement
Superior skills in written and verbal and interpersonal communication
Ability to establish and maintain rapport with patients, family members, visitors, and hospital staff
Ability to remain calm under pressure and stress
Excellent leadership and organization skills
Ability to adapt to irregular schedules and an increasingly demanding volume of work

Longitudinal Patient Experience Director Resume Examples & Samples

Ability to deal with a diverse group of people
Ability to write scholarly documents
Develop, coordinate, and teach content within the HPU School of Pharmacy LPE course series and within the integrated curriculum as appointed by the Department Chair
Provide mentorship and advisement for students in the School of Pharmacy
Serve as liaison between HPU School of Pharmacy and the LPE clinical sites
Participate in committees within the department, School, and University and participate in professional and governmental organizations as appointed by Chair
Abide by University and School of Pharmacy policies
Utilize ExamSoft® or other software provided by SOP to conduct all SOP assessments
Excellence in teaching and service

Patient Experience Analytics Manager Days Resume Examples & Samples

3-5 years of experience in healthcare industry: analysis, research, score-carding or performance tracking, or decision support role required
Ability to work with and coordinate across multi-disciplinary groups
Creative and structured problem solver
Strong team player, collaborative working style
Flexible and responsive to evolving needs in a complex Environment

Patient Experience Specialist Resume Examples & Samples

Round on patients to ensure patient comfort, monitor the environment for the patient and their family
Develop a relationship of trust with patient or family
Provides information to the patient and their families regarding hospital policy, procedures, and services
Reinforces patient experience best practices with patients and aligns patient perceptions with the successful execution of these best practices
Promotes teamwork and positive patient perceptions through implementation of managing up techniques
Identify service discrepancies and facilitate proactive service recovery through meaningful concern triage
Ensures the prioritization of comfort efforts when patients are near end of life and family is grieving
Follow-up with all relevant stakeholders to ensure that service discrepancies have been resolved
Identifies and follows through with patients who have special needs or requests
Assist nursing and support service leadership in identifying process improvement opportunities
Facilitate process improvement as directed by leadership
Be an expert in Critical Moments of Service standards
Provide meaningful, real-time, service excellence coaching to all Mercyhealth partners who the PES observes interacting with patients
Assess and determine the appropriate use of service recovery tools (Café Merci Meals, etc)
Be an expert in complaint management and the completion of customer comment cards
Complete reports and documentation as needed

Director of Patient Experience Resume Examples & Samples

Coordinates the satisfaction survey distribution process, including regular monitoring of sampling methodology, relevance of survey questions and return rate
Analyzes results of patient satisfaction survey data and report findings in the form of formal oral and written presentations to the senior medical center leaders, departmental managers/directors and other end users
Maintains accountability for compliance with external agency requirements related to patient satisfaction, including CMS HCAHPS survey requirements
Demonstrates a high level of familiarity with existing survey instruments in use throughout the Medical Center and fit of each with organizational priorities. Evaluates additional survey instruments, as needed, in support of organizational priorities. If need for additional survey is identified, lead implementation of survey through facilitation of multi-disciplinary teams
Leads Community teams to solicit feedback on customer needs
Trains and educate managers and staff on use of satisfaction survey reporting system
Provides consultation to improve patient satisfaction results
Collaborates with and actively coaches senior leadership and department managers to develop and implement strategies to improve survey findings. Champions development and implementation of patient satisfaction initiatives and monitors effectiveness by carefully analyzing patient satisfaction survey results for cause and effect
In close collaboration with leadership and departments, identifies, develops and implements key metrics to measure performance and areas of opportunity
Facilitates quality improvement teams working to improve customer satisfaction by always keeping the goal in focus and steering the team towards it
Functions as an expert to provide consultative and/or benchmarking services to internal customers so as to sustain their continuous participation in the internal patient satisfaction improvement initiatives
Manages and leads an interdisciplinary Patient Experience Steering Committee by setting clear goals and expectations and tracking progress of the same. As chairperson, duties include: set agenda, ensure documentation of meeting discussion, coordinate meeting materials, structure and facilitate discussion
Manages hospital-wide service recovery process including distribution of recovery materials, collection of usage forms, and tracking of usage and budget for same
Champions institution-wide patient satisfaction awareness
Ensures appropriate employee and department recognition of patient experience excellence through use of regular awards
Develop/implement policies/procedures that guide/support the provision of services
Maintain/implement quality control programs

Patient Experience Specialist Resume Examples & Samples

Well-developed problem solving and communication skills
Ability to work well under pressure in a fast paced environment
Excellent verbal, phone, and written communication skills, including one-on-one interactions
Strong organization and critical thinking skills
Proficient in data entry with multiple software applications
Maintains professional demeanor in a every level of communication, whether inter-department, customer, peer, or leadership

Patient Experience Program Manager Resume Examples & Samples

Minimum Experience: Three years’ experience in healthcare and/or hospitality field, with demonstrated achievements in leading, implementing, improving and maintaining patient/family satisfaction programs across the continuum of care with exceptional results
Diplomatic approach to problem solving
Excellent oral and written communication and analytical skills
Certified Patient Experience Professional certification obtained within one year of hire

VP Patient Experience Resume Examples & Samples

Develop service excellence plan and establish teaching content/methods to leaders on coaching, rounding, validation, and reporting to appropriate senior leaders regarding outcomes and areas of opportunity
Analyze and evaluate industry best practice and patient satisfaction data to identify opportunities for improvement; develop strategies and service/educational interventions for further improvement
Leads by example by modeling behaviors expected of all leaders
Participate and assume leadership of service excellence teams
Participate in hospital-specific patient and family-centered teams
Provide oversight and direction to patient experience programs
Actively participates in the Patient Perception of Quality Committee, providing relevant metrics and reporting
Works with all leaders across OUMS in implementing best practices of Evidence Based Leadership and the patient experience initiative
Serves as a consultant in identifying opportunities, develops and executes actions plans, including best practices to implement, sequence, and timing, including appropriate leaders
Acts as a liaison between patient, employee and senior leadership within the organization
Reflects and acts as a role model for the values of the organization
Sets the tone for communication that reflects caring ownership and a foundation of excellence
Establishes a caring and respectful connection between patients and employees of OU Medical System
Serves as the subject matter expert for organizational values that drive a culture of ownership of the patient experience
Clearly defines the optimal Patient Experience, including the behavioral changes necessary to achieve cultural transformation throughout the entire organization
Shares patient satisfaction and other key indicators with employees, encouraging understanding of how the parameters affect and are affected by their work
Maintains an active understanding of current thinking and innovative interventions / programs regarding the patient experience

Relief Patient Experience Navigator Resume Examples & Samples

Gathers feedback proactively by rounding on inpatient rooms and speaking with families in clinic. Formulates any necessary action plans and follow-up based on feedback received. This may include immediate problem-solving and/or service recovery
Collaborates with team members to develop improvement projects to address patient feedback. Assists with identifying areas for improvement based on daily interactions with patients and observations. Works with unit personnel on initiatives to improve the patient experience
Provides support and guidance during patient hospital stay or clinic visit and being responsive to any concerns or complaints the patient and/or family may have
Provides resolution of issues at point of service
Helps patients secure appointments across specialties. Facilitates scheduling of physician appointments and care experiences during in-and out-patient encounters of individuals, and assist in negotiating the full spectrum of the Stanford healthcare system
Acts as non-clinical liaison/concierge/navigator for patient in all aspects of their care at SUMC before, during or after an encounter with a Stanford medical facility
Serves as a link to services across the health system: social work, pastoral care, physical therapy, other specialties; connecting patients to financial counseling or other care settings
Coordinates and schedules appointments and admissions adhering to the special needs of the international patient and referral algorithms in place. Makes arrangements for interpreter services as requested by patient or family and in accordance with department policies
Serves as a contact for patients, families and guests who have a need/want while in the hospital, or after the patient’s hospital stay. Coordinates access to hospital and community resources for patients and families
Responsible for listening to and assessing patient needs, and taking the steps necessary to resolve any concerns or problems in an effective and timely manner. Exhibiting the highest degree of professionalism, friendliness, helpfulness, and customer service
Serves as liaison between patients and the hospital through whom patients may voice their problems and concerns. Accurately documents all patient complaints in complaint tracking system; Monitors and updates complaints and their resolutions in the database which is used for quality improvement activities for the organization
Shares appropriately updates with patients and families, in accordance with HIPAA guidelines. Provides information and assistance in completion of Advance Health Care Directives; educates department staff on updates and revisions of these documents. Provide information and assistance in completion of Advance Health Care Directives
Collaborates with department managers to meet patient expectations and quality outcomes building a patient focused culture
Ability to comprehend and discuss patient's medical care and nursing care with physicians, nurses and other healthcare professionals in order to assess patient grievances
Ability to handle potentially sensitive situations by applying consultative skills in working with internal and external constituent groups
Ability to maintain confidentiality of sensitive information
Ability to resolve conflicts and/or negotiate with others to achieve positive results; establish and maintain effective interpersonal relationships
Ability to strategize large gift solicitations and to demonstrate sensitivity to the motivations of those who make them
Ability to utilize project management tools
Knowledge of academic institutions and academic medical centers and how they work
Knowledge of all formal etiquette and protocol at an international level
Knowledge of the health care industry

Mgr, Patient Experience Programs Resume Examples & Samples

Work with Ministry Partners and Ministry Operational leadership to identify Ministry specific talent, development, leadership, and learning and organization effectiveness needs
Work collaboratively with the local Ministry Partner teams in identifying local Ministry organization design needs or changes, and take the lead on working with local Ministry Operations leadership to design or redesign department or functional structures and organizations to meet dynamic patient experience operational needs
Work collaboratively with Patient Experience/Call Center leadership to prioritize local Ministry needs in alignment with broader SJHS programs, needs, gaps, and priorities
Work collaboratively with Patient Experience/Call Center leadership to develop joint plans for implementing key programs that both support the broader Health System goals as well as meet the specific Ministry needs identified
Lead local implementation of key strategic Patient Experience/Call Center, processes, and tools
Provide input into design of System-wide patient experience programs, processes, and tools
Consult with local Ministry Operations leadership on change management needs associated with specific Ministry patient experience initiatives, goals, and objectives, and take the lead on developing and leading specific patient experience change management strategies and tactics to support those initiatives leveraging system-wide change management toolkits
Lead management of local Ministry patient experience processes, including working closely with local Ministry Operations leadership to manage end to end process utilizing system wide tools
Develop local Ministry programs in alignment with Patient Experience/Call Center leadership that support continued development of high potential employees and leaders coming out of Leadership Continuity and Talent Review processes
In both a pro-active and interventional way, work with local Ministry leadership, functional management teams, and department teams on improving the patient experience team effectiveness, team dynamics, resolution strategies and tactics
Serve as a deep technical expert for the local Ministry leadership to leverage for both consultation and leadership of strategic patient experience and change management local strategies

Patient Experience Manager Resume Examples & Samples

Meal rounds on the floors
Training and development of staff
Ensuring food quality and compliance with HACCP guidelines
Direct customer interaction
Working with the culinary staff to address any customer complaints or issues relative to food items
Responsible for daily supervision of a system Call Center and operational Patient Services

Patient Experience Rep-cha-cape Fear Heart Associates Resume Examples & Samples

Ownership – responsible for all outcomes of efforts and actions
Communication – acknowledge patients and co-workers, listen attentively while maintaining eye contact and speaking to them directly and respectfully
Responsible for applying information on all insurance plans, correctly identifying and entering FSC into IDX
Collects co-pays and logs them appropriately at the time of check in
Ensures encounter forms are completed and tracked accordingly with office schedule
Essential Technical/Motor Skills: Must be able to accommodate a moderate to fast work pace. Have excellent customer service skills. Must be able to operate within Microsoft programs such as Outlook, Word, and Excel. Prior experience in an EMR (electronic medical record) environment preferred. IDX experience a plus

Patient Experience Rep-cha-neurology Resume Examples & Samples

Provide necessary forms to new patients, updates information on existing patients, reviews for accuracy and scans/copies all insurance cards. Notifies the clinical staff when the patient is ready
Obtain any required prior authorizations for patient if being referred for outside services, ie. Radiology, surgery, laboratory, pharmaceuticals
Interpersonal Skills: Must be able to relate and interact with internal and external customers in a positive manner. Ability to communicate effectively both orally and in writing

Patient Experience Rep-cha-nhmg-autumn Hall Resume Examples & Samples

Maintains reception area, to include waiting room
Verifies insurance eligibility
Prints all encounter forms for each day appointments
Completes all documentation for observation, planning and evaluation of care provided to patients
Process medical records requests
Answers telephones in a polite manner, makes appointments and takes messages
Prepares and processes correspondences
Rolls phones according to schedule
Ability and flexibility to cover various medical offices when needed
Essential Mental Abilities: Must possess clarity of thinking and interpretation, along with good intuition and an ability to anticipate the needs of colleague, co-workers and management. Ability to organize and rationalize easily and quickly, is required
Hours of Work: Generally, 8-5, M-F. Some weekend work may be required

Patient Experience Rep-cha-nhmg-autumn Hall Radiology Resume Examples & Samples

Teamwork – demonstrates a willingness to assist co-workers and to accept additional assignments as requested to support the department efficiently by acting as a team player and working well with others
Contact patients by telephone to communicate scheduling information within established time frames
Open and process any mail and distribute accordingly as well as delivering packages marked "refrigerate" immediately to clinical personnel
Identifies and orders supplies as needed
Performs cash management protocols as assigned
Adheres to departmental dress codes as observed by director and wears picture identification badge, 100% of the time
Education: HS diploma or equivalent required; college or advanced education at technical or secretarial school is preferred
Licensure / Certifications: CPR preferred. CPC or CCS strongly preferred
Experience: One year previous medical office experience working within a patient registration, reception or billing role preferred
Essential Physical Requirements: Must be able to stoop and pick up objects from the floor, file, etc, without restrictions. Must have full use of hand and arms to operate office equipment

Patient Experience Rep-cha-nhmg-myrtle Grove Resume Examples & Samples

Ensures that all patients are greeted in a timely manner
Maintains filing, charting, faxing and all other clerical functions as required
Knowledge of Fair Debt Collection Practices Act, PHI, HIPAA as well as other State and Federal regulations pertaining to health insurance statutes
Adheres to company policy on continuing education programs, i.e. Annual HIPAA training
Population Served: All internal and external customers, patients and clinicians

Manager Patient Experience Resume Examples & Samples

Bachelor's degree in healthcare, social science or business related field required, Master's degree preferred
Three years of management experience in quality improvement in a healthcare environment preferably focused on the patient experience with proven track record of success
Two years clinical management experience in hospital operations preferred
Demonstrated consultation, teamwork, project management, & facilitation skills to unify stakeholders towards a common aim
Knowledge of patient experience survey methods and metrics; analytical skills related to independently interpreting, preparing; measuring and analyzing data and presentation to various audiences
Experience in and understanding of the continuum of care (ambulatory, inpatient, palliative care, hospice)

Patient Experience Improvemnt Analyst Resume Examples & Samples

Trends, monitors, drills down, and analyzes findings to determine areas of opportunity and provides a summary of those findings. Interprets results using a variety of techniques from simple data extraction to complex data mining independently
Maintains a record of internal best practices monitoring the progress and impact of various initiatives
Prepares visually attractive, accurate, timely reports, documents, and presentations utilizing appropriate software applications. Prepares presentations for varying levels of the organization that promotes effective data storytelling that may lead to insights and identify improvement opportunities
Prepares reports and presentations utilizing Powerpoint, Tableau, Press Ganey Database, Excel and Solutions Epic CRM (complaint management software).Prepares weekly, monthly, quarterly, annual reports, scorecards/dashboards and other key performance reports, including survey response rates and appropriate benchmarks
Consults with internal and external customers on data quality issues. Participates in departmental task forces and committees related to data management. Aids in the development and achievement of department goals and objectives that are consistent with the Medical Center’s mission and vision
Develops training materials for data sources and assists with training on the access and utilization of the various databases and systems managed in the Patient Experience Office
Works with internal and external customers to identify analytical requests.Structures, maintains, and analyzes data from various internal and external data sets
Collaborate with patient care teams to develop data reports utilizing patient satisfaction rounding compliance, discharge phone call data, and other sources
Manages content and continually enhance design of intranet sites.Collaborates with Performance Management Office and other departments to develop user-friendly, integrated service, clinical, financial, and operational dashboard
Works with ODL, Nursing, Physicians and Support Services and others to correlate customer satisfaction survey results with patient satisfaction data
Assists with ad-hoc report requirements, systems development and vendor/client support issues as needed and provides recommendations for process and data capture improvements
Coaches others on the survey process and results.Prepares decision trees and flow charts using visio and other software. Function as a liaison/resource to other departments in the patient experience office and creates/maintains a performance improvement dashboard for all departments
Functions as CAHPS (Hospital, Outpatient and Clinical Group) data expert, including downloading of HCAHPS database, forecasting potential opportunities including revenue and value based purchasing
Prepares visually attractive, accurate, timely reports, documents, and presentations utilizing appropriate software applications.Prepares information that can be distributed throughout the Medical Center staff using various methods (emails, newsletters, meetings, memos, presentations, etc.)
Trends, monitors, drills down, and analyzes findings to determine areas of opportunity and provides a summary of those findings.Interprets results using a variety of techniques from simple data extraction to complex data mining independently
Collaborates with Performance Management Office and other departments to enhance user-friendly, integrated service, clinical, financial, and operational dashboard

Patient Experience Representative Resume Examples & Samples

Concentrates on efforts to achieve "top decile" inpatient and Emergency Department patient satisfaction scores
Focus on excellent customer service as a key differentiator in the value we deliver to our patients and families and understand the synergies between patient satisfaction, colleague engagement and physician engagement
Coaches and supports campus leadership to maintain an unrelenting focus on the patient experience, accountability to metrics to improve patient satisfaction and link leaders and caregivers to appropriate tools and resources
Collaborates with market research, physician engagement champion and colleague engagement champion to synthesize data and identify areas for improvement to impact patient, physician and colleague engagement
Maintains expert knowledge of customer service tools and resources including Press Ganey best practices, Advisory Board, Engagement Impact Planning and Caring Communication modules
Participates on a system Engagement Council accountable for identifying synergies between patient, physician and colleague engagement; coordinating engagement efforts to avoid unnecessary duplication
Leads Patient Experience teaching and training for campus leadership
Five years of progressively challenging experience in customer service
Analytic thinker with ability to synthesize data
Effective project management skills

Manager, Patient Experience Resume Examples & Samples

Design and implement a strategic plan to transform the internal and external patient experience
Provide strategic leadership in the development and implementation of a service driven culture and provides support to patient and family experience initiatives
Provide leadership in the translation and/or utilization of patient satisfaction data and analysis of Press Ganey outcomes
Work closely with clinicians, care providers and staff to improve the patient experience on all levels
Work to identify and address operational opportunities identified through site visits and assessments, surveys, focus groups and other resources
Coach, train and develop staff to meet and exceed expectations in identified opportunities through key metrics and the use of process improvement methods
Human resources experience preferred

Division Director, Patient Experience Resume Examples & Samples

Requires self-direction and exceptional interpersonal skills in order to effectively communicate with all levels of management, staff and external customers
Must possess strong facilitation and coaching skills
Must positively interact with diverse personalities in all levels of the organization
Must be able to establish credibility, to prioritize, to be decisive, tactful and flexible
Must have strong analytical and problem solving skills and tools, including methods and situations where previously accepted methods have proven inadequate
Demonstrated ability to manage complex projects
Must be able to use independent judgment in the coordination of many interrelated activities
Must maintain confidentiality of patient and employee records
Must demonstrate service orientation through examples of written and oral communication
Proficiency in computer applications required
Complies with all patient safety protocols and procedures associated with a “Patients First” culture
6-8 years of progressive experience in management (people and operations) as well as coaching acilitation for large organizations in the area of customer service
Hospital clinical experience – Nursing experience preferred
History of accomplished results

Patient Experience Navigator Resume Examples & Samples

Responsible for doing daily rounds on patient care units, evaluating and triaging calls from patients and families, assessing needs, investigating problems or complaints and facilitating follow up with the appropriate person or departments. Daily visitation of patients on assigned units
Provides support and guidance during patient hospital stay or clinic visit and being responsive to any concerns or complaints the patient and/or family may have. Provides resolution of issues at point of service
Acts as non-clinical liaison/concierge/navigator for patient in all aspects of their care at SUMC before, during or after an encounter with a Stanford medical facility. Serves as a link to services across the health system: social work, pastoral care, physical therapy, other specialties; connecting patients to financial counseling or other care settings
Provide efficient, individualized services to international patients seeking care or second-opinion diagnoses at the Stanford Children’s Health. Coordinates and interface with faculty and community physicians, hospital departments and clinics as well as with patients and their families to improve access to all institutional services and to facilitate comfortable, efficient visits
Implements training strategies to build understanding in medical center staff of the value of grateful patients to institutional fundraising
Participates in rotating 24/7 coverage of service - flexible schedule will be determined based on patient volume
Plans and implements individualized fundraising strategies to obtain major and leadership gifts from grateful patients. Works with community physicians to bring their patients into a grateful patient position at Stanford
Responsible for listening to and assessing patient needs, and taking the steps necessary to resolve any concerns or problems in an effective and timely manner; Exhibiting the highest degree of professionalism, friendliness, helpfulness, and customer service
Investigates patient/family complaints/grievances and provides appropriate/timely response; Maintains regular communication during the investigation and, based on investigation results, formulates written response, when appropriate
Coordinates recruitment, orientation, training and management of volunteers that enhance patient experience; participates in medical center committees/task forces and other special projects as required to support patient experience
Attends appointments and/or care conferences as requested by patients, physicians or staff
Strong hospitality and customer service skills
Ability to be diplomatic and highly organized
Ability to display a highly professional demeanor
Ability to establish and maintain effective relationships with widely diverse groups, including individuals at all levels both within and outside the organization and gain their cooperation
Ability to work in a complex, multi-divisional environment with the skills to establish priorities, set objectives and achieve stated goals
Knowledge of academic institutions and academic medical centers and how they work Knowledge of all clinical and academic disciplines pertaining to the operation of a complex medical center
Knowledge of data collection, compilation, and analytical techniques
Ability to understand and develop in-depth knowledge of Patient Rights & Responsibilities, Joint Commission standards, and Centers for Medicare/Medicaid regulations

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