Patient Experience Improvement Strategist at Children's Hospital & Medical Center

At Children’s Nebraska, our mission is to improve the life of every child through exceptional care, advocacy, research and education. As the state’s only full-service pediatric healthcare center, we provide comprehensive, holistic care to our patients and families—from primary and specialty care to behavioral health services and everything in between. Dedicated to a People First culture, we foster an environment with joy, belonging, well being, learning and growth. Turn your passion into purpose and make a difference where it matters most.

A Brief Overview
The Patient Experience Improvement Strategist helps to facilitate the integration of patient and family voices into operational decision-making across the enterprise and supports and advises leaders at all levels on effective strategies to continuously improve patient and family experiences. This role promotes excellence in care delivery by providing service consultation, resources, collaboration, leadership, and research, and by advocating for change as needed. The ability to understand the needs of patients/families and business operations, and to be a trusted expert for leaders as they define and deliver positive patient experience interventions is the hallmark of this role.

Essential Functions

Strategic Advising and Consultation 

• Partners with leaders to interpret and analyze patient experience data 
• Identifies opportunities for improvement 
• Assists in the development of experience strategies 
• Guides leaders through evidence-based best practices 
• Collaborates with leaders on cross departmental improvement projects

Patient Experience Measurement Management 

• Serves as a subject matter expert in survey measurement 
• Analyzes trends, synthesizes insights, and communicates learnings through reports and presentations 
• Works directly with the organization’s patient experience measurement vendor 
• Supports data transparency through the design and distribution of reports and the integration of data into other tools used by the organization

Training and Professional Development 

• Designs and delivers training and programs that strengthen patient experience-related competencies 
• Builds and administers internal campaigns that promote purpose, service excellence, compassion, and a positive human-centered culture. 
• Coordinates the sharing of internal and external best practices and innovations

 Patient and Family Advisory Council (PFAC) Administration 

• Recruits new members in collaboration with care teams 
• Maintains the engagement of members through outreach and activities 
• Coordinates and helps to lead member meetings, in conjunction with the PFAC Steering Committee 
• Supports the strategic integration of members into organizational committees and projects

 Thought Leadership/Resource Creation 

• Creates educational content, campaigns, and microlearning experiences to sustain a culture that supports exceptional experiences. 
• Stays current on trends, research, and innovations in experience strategy. 
• Identifies opportunities to acknowledge organization for patient experience best practices as seen through support of award submissions, publication and presentation, i.e. assist others in article development, author/co-author articles, development of poster or oral presentations.

Education Qualifications

• Bachelor's Degree From an accredited college or university in healthcare/business administration, communications or a related field Required and
• Master's Degree From an accredited college Preferred

Experience Qualifications

• Minimum 3 years’ experience in healthcare or healthcare related field with a preference for prior experience providing strategic direction in patient and/or customer experience Required and
• Minimum 1 year experience leading people or projects Required and
• Previous experience with an industry survey process/analysis Preferred

Skills and Abilities

• Excellent analytical skills to include data gathering, fact-finding, and report generation using word processing, spreadsheets, and database tools.
• Proficiency with computer programs including working knowledge of Microsoft Office applications.
• Strong background in the use of data to improve processes
• Must have excellent organizational and communication skills in both written and oral form.
• Must have ability to work well with others.
• Must be able to work independently or with very general direction

Licenses and Certifications

• Certified Patient Experience Professional (CPXP) If not currently certified CPXP within 1-1/2 Yrs Required
• Six Sigma Green Belt Certification Six Sigma Green or Black Belt certification Preferred and

Children’s is an equal opportunity employer, embracing and valuing the unique strengths and differences of people. We cultivate an inclusive environment of respect and trust where we all belong. We do not discriminate based on race, ethnicity, age, gender identity, religion, disability, veteran status, or any other protected characteristic.