Emory Healthcare/Emory University • Atlanta, GA 30309
Job #2753637725
Overview
Be inspired. Be rewarded. Belong. At Emory Healthcare.
At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:
Comprehensive health benefits that start day 1
Student Loan Repayment Assistance & Reimbursement Programs
Family-focused benefits
Wellness incentives
Ongoing mentorship, development, and leadership programs
And more
Work Location: Atlanta, GA
Description
RESPONSIBILITIES:
Supports Emory Healthcare inpatient and outpatient divisions by providing in-depth proactive consultation, coaching, analytics and strategic support to managers, staff, and physicians for patient experience improvement
Serves as a consultant to routinely discuss, implement and audit best practices for improving patient experience
Demonstrates proficiency in qualitative and quantitative data collection, analysis, and reporting, including focus groups to add nuance to quantitative feedback
Continually monitors patient satisfaction data and analyzes results, collects, and reports feedback, conducts gap analysis, identifies critical factors for success, and convenes multidisciplinary teams for process improvement initiatives
Provides coaching on service recovery, best practices, employee communications, reward & recognition, service data retrieval and analysis
Provides creative solutions to exceed expectations, create loyal customers, positive word-of-mouth advertising and meet patient satisfaction survey goals
Leads creation, reviews and timely distribution of reports for patient experience accountability and goal setting
Partners with local leadership to engage team members and volunteers for improvement initiatives
Performs gap analyses, patient journey mapping, and leads multiple performance improvement tests of change with a human-centered design lens
Co-designs culture change strategies with business partners to achieve organizational directional strategies
Rounds in clinical areas and provides real time coaching
Prepares training courses, tools and presentations to support patient experience strategy
Demonstrates leadership skills in committees and improvement projects to improve patient experience
Performs rounds and audits in partnership with clinical and operational teams to address process improvement strategies
Identifies coaching opportunities to build capacity for underperforming care team members in collaboration with business partners, providing shadowing, auditing, and individual coaching sessions
Drives patient experience quality improvement programs, in partnership with key stakeholders
Participates and initiates research studies, actively pursues publications, and/or national presentations at conferences
Advises on content for patient-facing communications to improve patient experience
Works with manager to formulate plan for personal professional development and identify needed resources for training
Attends meetings, huddles and educational in-services as appropriate
Actively participates in improvement projects that improve workflows, efficiency, accuracy, and quality of care experience
Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments
Performs other duties as assigned
SKILLS REQUIRED:
High degree of interpersonal communication and relationship building skills
Data analytics
Teaching / training / coaching
Demonstrated proficiency in computer programs such as customer databases, Microsoft Office and online applications
Ability to work independently
Local travel may be required
MINIMUM EXPERIENCE/EDUCATION:
Bachelors degree required
Master's degree preferred
2 years of relevant healthcare experience working with clinical teams and/or patients
Experience in process improvement, training and change management concepts
CPXP, DEI, data analytics or other relevant certification preferred
The combination of education and experience will be considered in lieu of degree
PHYSICAL REQUIREMENTS:
Frequent standing & walking (50% of the workday)
Occasional sitting (50% of the workday)
Carrying of objects up to 10 lbs
Close eye work (computers, typing, reading, writing)
Physical demands may vary depending on assigned work area and work tasks
Additional Details
Supporting a diverse, equitable and inclusive culture. Emory Healthcare (EHC) is dedicated to providing equal opportunities and access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression and/or veteran's status. EHC does not discriminate on the basis of any factor stated above or prohibited under applicable law. EHC respects, values, and celebrates the unique perspectives and backgrounds of all individuals. EHC aspires to create an environment of collaboration and true belonging for all our patients and team members. Emory Healthcare (EHC) is committed to achieving a diverse workforce through equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.
ACCOMMODATIONS: EHC will provide reasonable accommodation to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Office of Diversity, Equity, and Inclusion."
PHYSICAL REQUIREMENTS: (Medium-Heavy) 36-75 lbs., 0-33% of the work day (occasionally); 20-35 lbs., 34-66% of the workday; (frequently); 10-20 lbs., 67-100% of the workday (constantly); Lifting 75 lbs. max; Carrying of objects up to 35 lbs.; Occasional to frequent standing & walking; Occasional sitting; Close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure; Bio-hazardous waste Chemicals/gases/fumes/vapors; Communicable diseases; Electrical shock; Floor Surfaces; Hot/Cold Temperatures; Indoor/Outdoor conditions; Latex; Lighting; Patient care/handling injuries; Radiation; Shift work; Travel may be required; Use of personal protective equipment, including respirators; environmental conditions may vary depending on assigned work area and work tasks.
Connect With Us!
Connect with us for general consideration!
Division Emory Healthcare Inc.
Campus Location Atlanta, GA, 30345
Campus Location US-GA-Atlanta
Department EHI Patient Experience
Job Type Regular Full-Time
Job Number 135869
Job Category Clerical & Administrative
Schedule 8:30a-5p
Standard Hours 40 Hours
Hourly Minimum USD $28.87/Hr.
Hourly Midpoint USD $38.25/Hr.
Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.
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