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Patient Experience Advisor, Winston Salem

Bermuda Run, NC, United States
Job ID: 116907
Job Family: Professional Services
Status: Full Time
Shift: Day
Job Type: Regular
Department Name: 12531085042106-Teammate Activities and Events


Job Summary: 

The Patient Experience Advisor is responsible for leading and consulting on patient experience improvement initiatives and projects that accelerate the achievement of results in priority areas for Wake Forest University Baptist Medical Center and to assist in promoting Patient and Family Centered Care throughout the enterprise. This position provides analysis, consultation, gap assessment, team facilitation, accelerates dissemination of successful practices and provides recommendations for improving the patient experience.  Deliverables result in significant improvements in service and the identification and facilitation of removing barriers in the patient experience. 

Education / Experience: 

Bachelor of Science or Bachelor of Arts Degree in Health Education, Nursing, Business Administration or healthcare-related field with five years’ experience or Master’s degree in Health or Business Administration with two years’ experience. 

Essential Functions:

  1. Adhere to the general hospital standards to promote a cooperative work environment by utilizing communication skills, interpersonal relationships and team building.
  2. Assesses designs, deploys and analyzes performance metrics related to patient loyalty, patient experience, operational excellence, and compliance assessment. Participates in the development and management of performance metrics and works collaboratively with managers to prepare statistical reports on established performance measures.
  3. Assists the operating units/clinics/departments with selection, implementation and verification of measures identified to enhance the patient experience.  Makes recommendations for patient experience improvements as needed.
  4. Oversees physician driven patient experience enhancements.  Oversees provider communication training and relationship building skills.  Facilitates physician transparency related to the patient experience; managing online physician rating system and comments. 
  5. Develops and delivers training programs to support the implementation of patient and family centered care and service excellence principles.
  6. Works collaboratively with management to ensure compliance with regulatory agency requirements. 
  7. Assists with conducting industry review and market research to identify patient quality expectations.  Identifies and publishes appropriate customer satisfaction benchmarks/goals/progress to demonstrate results. 
  8. Participates in the development of the Patient and Family Centered Care program throughout the health system enterprise.