Patient Experience Specialist Lead

Leads and manages operational improvement projects throughout the organization including both clinical and non-clinical areas to accomplish measurable improvements in patient and family experiences as evidenced by data sets. Works on the most complex assignments. Analyzes and measures the effectiveness of existing processes and helps to develop sustainable, repeatable and quantifiable clinical and business process improvements. Collects and analyzes process and quality data to initiate, develop, and recommend operational practices and procedures that focus on holistically improving the experience of care in order to enhance performance on regulatory measures, support the organizations mission, vision and values and driving personalized care and market share. enhanced safety, increased productivity, and reduced cost. Provides mentoring, training and informal leadership to less experienced team members. Effectively partners with clinical and non-clinical staff and leadership across the organization to drive change. Is able to view healthcare through a consumer lens and identify areas in need of improvement based on data and evaluation. Is able to develop sustainable strategies to drive this improvement that result in a direct impact on consumer perception. Using design thinking and human centered design in this approach.

• Supports and drives improvement activities for accountable areas based on organizational priorities (project management, measurable deliverables, milestones, and data informed strategy).
• Serves as a liaison between various departments across the Corewell Health System. Communicates, collaborates, networks with and acts as a change agent to key stakeholders. Also ensures continuity and coordination of services with appropriate utilization of resources. Responsible for stakeholder management across collaboration within dept and organizational resources.
• Drives continuous assessment and improvements using appropriate tools and methodology within the business, assists stakeholders and process owners in prioritizing improvement opportunities.
• Analyze, interpret and communicate Patient Experience data effectively to individuals and teams
• Develop and drive evidence-based, effective improvement interventions to close Patient Experience gaps
• Develop data driven, strategic recommendations for improvement focus areas
• Provide relevant, contextual information to organizational leaders regarding national Patient Experience trends and data to inform strategic priorities for improvement work
• Analyze and inform strategic goal setting that is both realistic and aspirational within the context of current improvement models

Required

• Bachelor's Degree or equivalent Healthcare Related Field

• 5 years of relevant experience Leading change. Successful team engagement in multiple change management efforts with defined positive outcomes

Preferred

• Master's Degree Healthcare Related Field
• 5 years of relevant experience Formal manager or supervisor. Navigate complexities of competing priorities with high yield deliverables
• 5 years of relevant experience Driving improvement initiatives

Preferred certifications

• CRT-At least one License and/or Certification in area of specialty - Certified Patient Experience Professional 3 Yrs
• CRT-At least one Certification from preferred list - Beryl Institute Body of Knowledge Core Course, Beryl Institute - 120 Days
• LIC-Registered Nurse (RN) - STATE_MI State of Michigan
• CRT-At least one Certification from preferred list - Three Vital Questions 1 Year
• CRT-At least one Certification from preferred list - Institute for Healthcare Improvement (IHI) 120 Days
• CRT-At least two Certifications from preferred list - Design Thinking Certification 1 Year
• CRT-At least one License and/or Certification in area of specialty - The Effective Facilitator 1 Year

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.

• On-demand pay program powered by Payactiv

• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

• Optional identity theft protection, home and auto insurance, pet insurance

• Traditional and Roth retirement options with service contribution and match savings

• Eligibility for benefits is determined by employment type and status

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Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.