Patient Experience Specialist (10319)

Overview

48_Advise Created with Sketch.

Position summary

Reporting to the Manager of Patient Experience and working collaboratively with leaders and clinical teams across the organization, the Patient Experience Specialist will help drive our long-term plan for patient experience and contribute to advancing a culture of people-centred care. 48_Talent Acquisition Created with Sketch.

Who you are

You encompass Oak Valley Health’s core values and live the words of respect, trust, commitment, compassion and courage. You are a patient and/or client centered individual who performs at an exemplary standard. You are a team player with excellent communication, critical thinking and prioritization skills. 48_Scheduling Created with Sketch.

Schedule

Monday to Friday, days. Please note schedules may change due to operational needs. 48_Budget Created with Sketch.

Compensation

BAND H: $ - $ per hour. Annual Salary: $82, - $118, per year.

Responsibilities

48_Business Development Created with Sketch.

Continuous improvement

Lead and support initiatives to improve the patient experience as identified through organizational patient experience plan, and based on evolving hospital and patient needs. Collaborate effectively with clinical teams to promote people-centred care, and support positive experiences and outcomes. Guide leaders and staff in awareness of best practices and techniques to improve patient perception of care. 48_Analyze Created with Sketch.

Analysis

Facilitate development and analysis of patient experience metrics (through experience surveys, feedback trends, focus groups, advisory councils, direct observation, manager / staff perspectives) to formulate recommendations for patient experience improvement. Work with internal and external stakeholders for implementation and management of real-time patient experience survey (Qualtrics XM). 48_Quality Assurance Created with Sketch.

Quality assurance

Work in partnership with Quality and Patient Safety team members to consult, collaborate with, and support departmental projects including Quality Improvement Plan (QIP) initiatives to drive patient experience. Visibly role model the values and attributes of staff working in a hospital committed to extraordinary patient and family experience. 48_Support Created with Sketch.

Support

Proactively support staff on use of de-escalation practices and conflict resolution skills, to mediate timely service recovery at point of care. Promote and support engagement of patients, families, caregivers and community members through expansion of Patient Experience Participant (PEP) program.

Requirements

48_Success Created with Sketch.

Qualifications

University undergraduate degree in a healthcare or related field - required. Minimum 5 years' recent experience within a healthcare setting – required. Project management experience – required. Experience in the use of lean or other process improvement methodologies – required. Master's degree - preferred. Experience in a patient experience, quality or patient safety role - preferred. Experience in managing multiple concurrent project types in various stages of development. 48_Proficiency Created with Sketch.

Proficiency

Experience with data analysis and visualization, preparing and presenting reports. A strong understanding and knowledge of the hospital health care system and health legislation including the Excellent Care for All Act (ECFAA), Freedom of Information and Privacy Protection Act (FIPPA), Personal Health Information Protection Act (PHIPA), etc. Excellent competence in Microsoft Office packages and ability to learn new software/systems with training and support. 48_Assessment Created with Sketch.

Skills

Excellent written and oral communication skills and the demonstrated ability to deal effectively with internal and external stakeholders. Sound judgment, broad understanding and an inclusive approach to building consensus, solving problems and relationship building. Ability to relate effectively with front-line staff and all levels of management, physicians, patients and families.