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SSM Health Patient Experience Advisor in St. Louis, Missouri

Role Purpose:

In partnership with system, regional and hospital leaders, develops and ensures the effective and consistent implementation of customer service strategies across the system. Works closely with system, regional and ministry leadership teams and ministry-[based patient experience teams to analyze patient experience survey results and identify, prioritize, plan and oversee improvement efforts. Participates in the identification of customer service-related performance improvement strategies.

Responsibilities:

  • Serves as a visible and enthusiastic champion in providing analysis, education and coaching needed to build improved exceptional patient experiences.

  • Collaborates with and actively coaches select areas and/or departments including/involving senior leadership, department managers and frontline staff to develop and implement strategies to improve the patient experience as measured by patient experience surveying.

  • Utilizing specialized knowledge and metrics related to patient experience surveys and Patient and Physician Satisfaction scores, assists in the development of programs and services designed to improve scores by initiating strategic training, coaching and tactics.

  • Accountable for analyzing and subsequently utilizing patient satisfaction score/experience feedback and metrics from a variety of sources (patient surveys/comments, focus groups, advisory councils, complaint information, direct observation, manager/staff perspectives) to formulate recommendations for improving scores and improving the patient experience.

  • Builds reporting mechanisms and paths of communication to advise and engage critical and key partners in identifying, developing and implementing targeted improvement initiatives.

  • Responsible for building successful relationships, fostering open communications in order to facilitate coaching. Develops in-services, delivers educational programs, delivers targeted coaching/training and facilitates coaching, training, and education related to the utilization of the patient satisfaction survey reporting system, customer service trends, and other methodologies to improve patient satisfaction scores and improve the patient experience.

  • Ensures appropriate employee and department recognition of patient experience excellence through use of internal recognition programs and development of informal approaches to team and staff recognition.

  • Serves as a liaison and consultant to Patient Experience Committees, Senior Leadership, Facility Leaders, and Teams to coach service excellence improvement opportunities.

Minimum Qualifications:

  • Bachelor’s degree required, preferably in a healthcare related field.

  • 5 years in a patient experience or customer experience role

  • Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders (including front line staff, senior management, department leaders, clinical staff and physicians) to creatively solve problems, guide and influence people.

  • Ability to utilize strong coaching/consultative skills to provide guidance and resources in the achievement of service excellence goals.

  • Excellent communication and presentation skills – both written and oral; communicating in an open, honest and objective manner.

  • Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills and a strong attention to detail.

  • Proficiency in basic statistical and non-statistical data analysis and the interpretation and knowledge of H-CAHPS, CG-CAHPS, OAS-CAHPS and other patient experience survey instruments.

  • Strong computer literacy and software experience – Word, PowerPoint, Excel.

  • Ability to stay informed of current education trends, literature, system goals, business strategies and quality standards

Preferred Qualifications:

  • Master’s degree preferred.

  • Certified Patient Experience Professional (CPXP) preferred

SSM Health - System Office –

SSM Health is one of the largest Catholic health systems in the country and is dedicated to quality and compassionate care for anyone in need, regardless of ability to pay. Based in St. Louis, where its System Office is located, SSM Health operates 20 hospitals in Wisconsin, Illinois, Missouri and Oklahoma. We provide care in various settings: outpatient sites, physician offices, a pharmacy benefit company, an insurance plan, hospitals, nursing homes, home care, hospice, telehealth and a technology company. Our Mission: Through our exceptional health care services, we reveal the healing presence of God.

SSM Health complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability or sex

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