Patient Family Experience Consultant

Employment Type:

Full time

Shift:

Day Shift

Description:

The Patient Family Experience (PFE) Consultant leads patient experience (PX) data analytics and implements region-wide, evidence-informed PX improvements across Illinois (IL) and Indiana (IN) as part of achieving systemwide targets, external regulatory measures, and patient-centered care. Collaborates with system, region and ministry leaders, physicians and teams, to support data access and educates/coaches on utilization and action planning. Implements quality assurance and monitoring as part of PX data analytics. Leverages project management and performance improvement tools and techniques across PX projects. Coordinates with safety quality and internal experts, on relevant practice and process action plans. Conducts education, rounding and coaching with individuals and teams to support implementation of best practices, including ICARE. As part of patient-centered care, supports the IL volunteer program through supervision of volunteers and program development.

Essential Functions

• PX DATA ANALYTICS: Expert resource for PX data analytics (including CAHPS surveying) and reporting to ensure accurate and timely access to KPIs for patient experience goals.

• Provides reporting on internal and external PX measures for huddles, monthly committees and leadership reviews, quarterly physician-specific data, and on-demand.

• Partners with site-level Magnet program directors to provide and validate data for ANCC accreditation. Supports management of survey methodology strategy including clinic and unit mapping, lookback periods, CAHPS sampling, and as identified.

• Implements quality assurance and monitoring practices of vendor-provided data and escalates issues to system office.

• Manages vendor access for all users regionally.

• Educates and coaches on data access, internal and regulatory surveying, utilization of data for improvement, and effective action-planning.

• Partners with leadership to develop action plans to improve and sustain improvement and identifies regular opportunities to recognize best practice throughout the ministry.

• Coach leaders on rounding best practices, rounds on patients as needed. Models ICARE in all patient, colleague, and family member interactions.

• PX IMPROVEMENT: Works with leaders, physicians and teams across IL/IN to identify opportunities to improve PX.

• Applies project management and performance improvement tools to plan, coordinate, implement and evaluate PX improvements to achieve system and regulatory targets.

• Identifies and incorporates current evidence and best practices such as rounding, rapid improvement cycles and recognition, to support effective and compassionate person-centered care.

• Provides education and training as part of colleague onboarding, and presents on efforts at PX committees, leadership forums and as identified

• PATIENT-CENTERED CARE & VOLUNTEERS: Supports effective volunteer engagement and programming with PX leaders to recruit, onboard and optimize volunteer services in IL.

• Utilizes the volunteer management system to accurately capture and report on volunteer hours and ensures compliance with all onboarding and ongoing training documentation.

• Provides training for clinical staff and leadership related to volunteer scope, procedures and guidelines for using volunteers, and methods of working effectively with a volunteer.

• Evaluates effectiveness of volunteer roles and partners with internal stakeholders to identify opportunities.

• Supervises and supports volunteers in their roles and management of expectations.

• Participates in planning and facilitating Patient Family Advisory Council meetings.

• OPERATIONAL EXCELLENCE: Maintains awareness of current evidence and best practices and incorporates into practice.

• Utilizes process improvement and project management tools to develop and implement practices into daily operations.

• Attends system-wide PX and volunteer meetings to share learnings across Trinity Health ministries. Identifies and develops PX resources and ensures dissemination across multiple channels such as presentations, PX SharePoint, huddles, etc.

• Seeks to elevate LUHS PX at national conferences and/or through publications.

• Partners with Marketing to develop patient facing PX communication and support process for publishing patient comments.

• Our Trinity Health Culture: Knows, understands, incorporates & demonstrates our Trinity Health Mission, Values, Vision, Actions & Promise in behaviors, practices & decisions.

• Maintains a Working Knowledge of applicable federal, state & local laws / regulations, Trinity Health Integrity & Compliance Program & Code of Conduct, as well as other policies & procedures & guidelines in order to ensure adherence in a manner that reflects honest, ethical & professional behavior & safe work practices.

Minimum Qualification s

• Bachelor’s Degree

• 3+ years of previous job-related experience

• Computer Skills:

o Basic Keyboarding Skills

o Microsoft Excel

o Microsoft Power Point

o Microsoft Word

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran