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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.

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Division Emory Healthcare Inc.

Campus Location Atlanta, GA, 30345

Campus Location US-GA-Atlanta

Department EHI Service Performanc

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.