Patient Experience Partner chez The Nemours Foundation

This enterprise-level position shares responsibility for implementing and sustaining patient experience initiatives designed to improve and ensure a consistently outstanding patient/family experience across the organization. The position utilizes evidence-based best practices to develop programs that are aligned with Nemours’ strategic objectives to drive improvement around the patient experience. These programs include training and coaching to ensure new and existing associates have the tools needed to create and sustain an exceptional patient/family experience, as well as support of clinical and administrative leaders in developing and implementing action plans for PX-related goals.  He or she maintains an in-depth knowledge of patient experience measurement and reporting techniques and utilizes data to identify barriers as well as opportunities for improvement in a concerted effort to support achievement of Nemours’ strategic objectives. 

Essential Functions: 

• Additional miscellaneous duties and responsibilities, as may be assigned from time to time by employee’s supervisor.

• In coordination with PX Leaders, develops, conducts and evaluates patient experience training programs that facilitate the professional development and continuous learning of associates, leaders, and providers.

• Tracks and evaluates the effectiveness of PX programs through objective measures. 

• Builds effective relationships to collaborate with leadership in the implementation of PX strategy, tools, and initiatives.
• Provides guidance, training and coaching to operational leaders and staff for execution of best practices and targeted strategies on performance improvement efforts to positively impact associate/patient/family experience.
• Translates the concepts of patient experience and patient relations into actionable behaviors. Works to implement system-wide solutions to impact performance.
• Proactively works to identify opportunities for improvement through gap/data analysis and monitoring of patient/family feedback for all service lines system-wide.
• Serves as subject matter expert for Patient Experience strategy, maintaining an active understanding of current thinking and programs related to patient experience.
• Serves on appointed committees/leadership teams to develop measurement standards and evaluate programs/initiatives/education and their impact on patient family experience and alignment with strategic objectives. 
• Collaborates with members of the HR Department and management teams across the organization to leverage the interdependence of Associate Engagement and Patient Experience to improve engagement as well as the patient experience. 
• Provides oversight for the maintenance and process improvement of the patient experience and associate engagement data for the organization.

Requirements: 

Bachelor's degree required

At least 2 years in patient experience or other patient/family satisfaction role 

Working knowledge of Patient Experience Data Analytics

CPXP Certification a plus

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