Job Information
Methodist Health System Patient Experience Consultant in Dallas, Texas
Hours of Work :
40
Days Of Week :
M-F
Work Shift :
8X5 Day (United States of America)
Job Description :
Job Description Key Responsibilities:
Provide internal coaching and consulting to system and local entity leadership and staff in order to drive patient experience improvement and help to ensure the achievement of PE-related goals.
Perform assigned unit-level data analyses and process observations in key entity service areas (i.e., inpatient, outpatient, ED, etc.) in order to identify and address current service performance gaps. Identify improvement areas and provide recommendations and proposed action plans to local leadership.
Assist leaders in the development and cost-effective implementation of strategies aimed at maximizing patient experience and ensure they possess the necessary tools and support to do so.
Periodically provide clear, useful and explanatory reporting to stakeholders regarding improvement progress in targeted entity “focus areas”.
Identify and evaluate internal and external service-related best practices and implement/promote them across the health system.
Monitor PE change efforts and evaluate results. Perform periodic auditing to ensure the consistent application of evidence-based tools and techniques.
Collaborate with local leaders to prioritize initiatives and facilitate work teams.
Participate in local entity patient experience team meetings and other action committees and provide support for local patient experience champions.
Participate in “voice of the customer” capturing efforts (e.g., focus groups) and leverage feedback to inform local PE strategies and tactics.
Serve as a resource for performance improvement efforts in support of the local patient experience strategy.
Identify learning needs and assist in the design, implementation, and delivery of training interventions aimed at improving facility service performance.
Work closely with other members of the MHS PE team to ensure consistency in the efforts towards maximizing patient experience across the system.
Maintain strong working relationships with PE vendors and user groups. Requirements:
Minimum of three (3) years of experience and demonstrated ability to drive results in the areas of customer service excellence or customer relations
Bachelor’s degree in nursing, business management, hospitality, health care administration, or related discipline. Candidate Should Possess:
Experience in effectively coaching, influencing, collaborating, and consulting with individuals at all levels of the organization.
A strong sense of personal accountability, passion, and ownership for achieving sustained patient experience excellence across the health system.
The ability to inspire and initiate innovative thinking surrounding PE at MHS.
Strong group facilitation and conflict management skills and a demonstrated ability to unite individuals around a common goal.
An ability to rapidly identify and define problems, collect and analyze data, establish root cause, and identify and implement optimal solutions.
Superior written/verbal communication and interpersonal skills.
Ability to design and deliver impactful presentations to broad audiences.
An ability to work collaboratively in a fast-paced team environment.
A demonstrated ability to effectively manage projects through their life-cycle.
Must be able to prioritize, manage, and execute simultaneous tasks.
Strong critical thinking skills and the ability to work independently.
The ability to apply change management methods to assigned projects.
Proficiency using the Microsoft Office suite (Word, Excel, PowerPoint) Preferred Experience and Certification:
Working knowledge of and experience with continuous process improvement methodologies and tools such as PDSA/PDCA, Lean, Six Sigma, etc.
Master’s degree in nursing, business management, hospitality, health care administration, or related discipline.
Proficiency in analyzing and interpreting customer experience data.
Certified Patient Experience Professional, or able to be certified within six months of employment
Additional Job DescriptionAdditional Job DescriptionPatient experience (PE) is established through customer’s perceptions of the interactions that have taken place throughout the continuum of their care. MHS employees are on the frontline of nearly every customer interaction and play a critical role in driving the change necessary to improve and sustain an outstanding care experience for our patients and guests.The Patient Experience Consultant is responsible for supporting system-wide programs, initiatives, projects, and interventions focused on ensuring that our customers’ experience is consistent, seamless, and exceptional. This role provides a unique opportunity for an experienced professional to employ his or her expertise and passion for patient-centered care towards providing others with the support and coaching necessary to improve patient experience in their respective areas.Members of the MHS Patient Experience Team partner with system and hospital leadership to develop and ensure the effective and consistent implementation of service excellence strategies across the system. They work closely with hospital/entity leaders and service excellence committees to analyze survey results and identify, prioritize, plan, and oversee improvement efforts. They also participate in the identification of service performance targets and improvement strategies. Reporting: This position reports to the MHS Patient Experience Director.
Methodist Health System is a faith-based organization with a mission to improve and save lives through compassionate, quality healthcare. For nearly a century, Dallas-based Methodist Health System has been a trusted choice for health and wellness. Named one of the fastest-growing health systems in America by Modern Healthcare , Methodist has a network of 12 hospitals (through ownership and affiliation) with nationally recognized medical services, such as a Level I Trauma Center, multi-organ transplantation, Level III Neonatal Intensive Care, neurosurgery, robotic surgical programs, oncology, gastroenterology, and orthopedics, among others. Methodist has more than two dozen clinics located throughout the region, renowned teaching programs, innovative research, and a strong commitment to the community. Our reputation as an award-winning employer shows in the distinctions we’ve earned:
Magnet® designations for Methodist Dallas, Methodist Charlton, Methodist Mansfield, and Methodist Richardson Medical Centers
150 Top Places to Work in Healthcare by Becker’s Hospital Review , 2023
Top 10 Military Friendly® Employer, Gold Designation, 2023
Top 10 Military Spouse Friendly® Employer, 2023
Methodist Health System is a faith-based organization with a mission to improve and save lives through compassionate, quality healthcare. For nearly a century, Dallas-based Methodist Health System has been a trusted choice for health and wellness. Named one of the fastest-growing health systems in America by Modern Healthcare , Methodist has a network of 12 hospitals (through ownership and affiliation) with nationally recognized medical services, such as a Level I Trauma Center, multi-organ transplantation, Level III Neonatal Intensive Care, neurosurgery, robotic surgical programs, oncology, gastroenterology, and orthopedics, among others. Methodist has more than two dozen clinics located throughout the region, renowned teaching programs, innovative research, and a strong commitment to the community. Our reputation as an award-winning employer shows in the distinctions we’ve earned:
Magnet® designations for Methodist Dallas, Methodist Charlton, Methodist Mansfield, and Methodist Richardson Medical Centers
150 Top Places to Work in Healthcare by Becker’s Hospital Review , 2023
Top 10 Military Friendly® Employer, Gold Designation, 2023
Top 10 Military Spouse Friendly® Employer, 2023
Equal Opportunity Employer
It is the policy of Methodist Health System (MHS) to select, develop, and promote employees based on individual ability and job performance. It has been, and will continue to be, the policy of MHS to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, religion, national origin, age, sex, sexual orientation, gender expression, disability, marital status, genetic information or ancestry. This policy affects decisions including, but not limited to, an employee’s compensation, benefits, terms and conditions of employment, opportunities for promotion, training, development, transfer all other privileges of employment. MHS is committed to maintain a working environment free of intimidation, workplace discrimination and harassment. Retaliation or attempted retaliatory behavior that occurs as a result of an employee’s exercise of their rights under this policy or any other statutorily protected right is strictly prohibited and will be grounds for disciplinary action.