Patient Experience Resume Samples

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AP
A Parker
Adriana
Parker
942 Blanche Plaza
Dallas
TX
+1 (555) 316 2958
942 Blanche Plaza
Dallas
TX
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
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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15 Patient Experience resume templates

1

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 $
2

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
3

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
4

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
5

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
6

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
7

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
8

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
9

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
10

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
11

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
12

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
13

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
14

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
15

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
16

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
17

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
18

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
19

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
20

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
21

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
22

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
23

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
24

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
25

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
26

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
27

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)
28

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
29

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
30

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
31

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
32

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
33

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
34

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
35

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
36

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
37

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
38

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
39

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
40

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
41

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
42

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
43

Patient Experience Specialist Resume Examples & Samples

  • 2 years of customer service experience
  • 1 year of medical office or healthcare experience
  • Bilingual (Spanish and Russian)
44

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
45

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
46

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
47

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
48

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
49

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
50

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
51

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
52

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
53

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
54

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
55

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
56

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
57

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
58

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
59

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
60

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
61

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
62

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
63

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
64

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
65

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
66

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
67

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
68

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
69

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
70

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
71

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
72

Manager Patient Experience Resume Examples & Samples