The Patient Experience area is responsible or driving a culture of patient and family centered care and excellence, working with teams to communicate performance initiatives and create change throughout the organization. Leveling Criteria: Career level professional jobs, reflecting fully qualified, journey-level positions; applies complete knowledge and full understanding of principles and practices within a professional discipline.

Key Responsibilities :
Facilitate high level, cross functional teams through patient experience improvement efforts/projects, ensuring implementation runs smoothly and that gains are sustained and measured through data analysis and ongoing measurement of actionable performance data;
Coach and develop leadership and staff improvement capability;
Drive patient experience improvements in partnership with leaders that align with the organizational and strategic goals.

Qualifications
Bachelor’s degree in healthcare, business administration, social science, marketing or related field or equivalent education and training
Minimum two years of project management experience with process improvement in a clinical setting.
In-depth knowledge of Lean, JIT and process flow techniques. Healthcare experience strongly preferred.
Knowledge of inpatient and clinic operations. • Demonstrated leadership, consultative, communication, coaching, teaching, facilitating and influencing skills.
Project management experience in process transformation.
Proficient in Microsoft Word, Excel, PowerPoint, Access, Visio and Outlook.
Proven analytical and problem-solving skills. Ability to do data analysis, report writing, and update/change/make project plans.
Ability to act as both a thought leader and operational expert around process transformation. • Ability to communicate effectively at all organizational levels and in situations requiring instructing, persuading, negotiating, conflict resolution, consulting and advising.
Ability to establish and maintain effective relationships with widely diverse groups, including individuals at all levels both within and outside the organization and to gain their cooperation.
Ability to manage multiple changing priorities and work effectively in a team or independent setting.

License/Certification/Registration Requirements