DescriptionAre you seeking a new and exciting chapter in your career journey? Join us at Story County Medical Center as a PATIENT EXPERIENCE ADVISOR within our Quality Department! Located in Nevada, Iowa, we deliver top-quality healthcare across multiple specialties in a community-focused setting. Be part of our dynamic team and make a meaningful impact in healthcare!As a PATIENT EXPERIENCE ADVISOR you will:
- Maintain knowledge of patient experience organizational strategy at Story County Medical Center (SCMC) and best practices in the field of patient experience and patient feedback/input in order to effectively improve the experience of care for SCMC patients.
- Demonstrate a theoretical foundation in the principles and practices of patient and customer experience to provide educational and coaching opportunities for staff and providers.
- Analyze and utilizes patient experience quantitative and qualitative feedback metrics from a variety of sources (patient surveys / comments, focus groups, advisory councils, complaint information, direct observation, manager / staff perspectives) to formulate recommendations for improving metrics and improving the patient experience.
- Ensure communication and collaboration with hospital leaders to identify, develop and implement interventions to mitigate/remove barriers in order to achieve patient experience goals, which will result in proactive customer service.
- Develop and implement staff development and training in creating a positive experience for the patient. Evaluate effectiveness and make adjustments as necessary.
- Patient Experience liaison between NRC, UnityPoint Health, and Story County Medical Center; providing the Leadership Team with patient experience data.
- Develop and facilitates Patient & Family Advisory Council bringing recommendations to Administration Team for review. Implement changes based on Admin Team advice.
- Utilize a high degree of judgement, prioritization, problem-solving and decision-making to complete a comprehensive review of patient concerns, including activating appropriate level of Service Recovery processes and procedures to increase patient satisfaction.
- Keep up to date on applicable CMS regulations and ensures compliance with federal and state agencies, organizational policies and accrediting and regulatory agencies.
- Maintain strict confidentiality of patient, resident, and personnel information.
JOIN OUR TEAM!Are you detail-oriented, organized, and passionate about optimizing patient care? We are looking for candidates who meet the following requirements:Required Education, Experience, and Skills:
- Two-year degree in a healthcare related field, clinical science, business, educational field or equivalent healthcare related experience.
- 2 years of experience in a healthcare related field.
- Complete 10 Patient Experience Continuing Education Credits within 1 year of start date.
- Experience with collection and interpretation of data including service recovery.
- Microsoft Suite experience, specifically Excel.
- Excellent written/oral communication including presentation skills.
- Demonstrate interpersonal skills and ability to build positive and productive relationships with a broad range of employees, leaders, and customers.
- Adaptability to accepting responsibility for the direction, control, or planning of an activity.
- Ability to maintain a high standard of courtesy and cooperation in dealing with co-workers, physicians, patients, residents, volunteers, and visitors; adapting approach and demeanor in real time to match the shifting demands of different situations.
- Adaptability to dealing with people beyond giving and receiving instructions.
- Evidence of the practice of a high level of confidentiality.
- Demonstrate good public relations.
- Effectively handles multiple projects and special assignments and other duties as assigned.
- Must have legal authorization to work in the United States
Preferred Education, Experience, and Skills:
- Four-year degree in a healthcare related field, clinical science, business, educational field preferred.
- Certified Patient Experience Professional (CPXP) preferred.
- Patient complaint / grievance resolution experience preferred.
WHY CHOOSE US?Are you looking for a workplace that prioritizes your well-being and supports your professional growth? Look no further! We offer a competitive salary range paired with a comprehensive benefits package designed to assist you throughout your career journey.At Story Medical, we provide access to wellness resources, professional development opportunities, retirement planning assistance, and a supportive work environment. We believe in equipping our team members with the tools and resources they need to succeed. Join us and become part of a community where your contributions are valued, and your growth is encouraged.Additional Details:Department: QualityEmployment Type: Full-Time, RegularSalary Range: $24.00 - $36.00 per hour (competitive and commensurate with experience)Work Authorization: Please note that Story County Medical Center will only employ individuals who are legally authorized to work in the United States. This position does not offer sponsorship for work authorization. Candidates with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN, or those who require sponsorship for work authorization now or in the future, are not eligible for hire at this time.Ready to take the next step in your career? Apply now and join our dedicated team at Story County Medical Center!