Patient Experience Program Analyst

GENERAL RESPONSIBILITIES     

The Patient Experience Program Analyst assists in the development, planning, implementation, and evaluation of patient experience strategies to support standardization and drive improvement throughout the organization. In this role, the Patient Experience Program Analyst will develop and maintain a programmatic approach to experience improvement through leadership partnerships, staff engagement, and advisory functions to integrate best practices that effectively focuses on continuous service improvement. The Program Analyst leads the strategic deployment of programmatic solutions that will essentially provide change management guidance and leadership in organizational-wide improvement strategies.

ESSENTIAL DUTIES

• Serve as a champion for patient experience across Terry Reilly. Partner with leadership to assess and remediate opportunities for programmatic experience improvement. Drive experience program integration improvement initiatives through building leadership/stakeholder partnerships and engagement, providing project management and change management expertise.
• Drives the implementation, sustainment and continued improvement of a foundational approach/model which influences the patient experience.
• Leverage understanding of patient experience data and metrics to align with the organizational patient experience strategy.
• Suggest strategies to Executive Leadership to realize improvement opportunities and ensure organizational prioritization and resource alignment.
• Identify internal and external best practices for patient experience and promote and disseminate these for the patient experience within TRHS.
• Educate teams on the meaning behind the metrics and champion the patient perspective. Help provide educational resources, benchmarking and data analytics on the patient experience.
• Manage multiple projects through the full lifecycle, from beta, to pilot programs, and system-wide rollouts, in the creation of guidelines, key metrics, tracking and analysis and supporting best practices.
• Provide functional and technical knowledge regarding overall program requirements and operations, as a resource.
• Participates in the development and implementation of patient experience programs and evidence-based practices. Develops and prioritizes organizational and customer needs to improve awareness and engagement in employees, clinical staff, and patient experience results.
• Partner with clinical, financial and operational data analysts to provide strategic insights and recommendations for further exploration.
• Participate in cross-divisional automated system implementations and informatics efforts.
• Determine and document user requirements for business processes and help maintain organizational accountability for future use.
• Ability to communicate and work with Executive Leadership Team regarding process improvement.

MINIMUM QUALIFICATIONS

• Bachelor's degree required.
• In-depth knowledge and experience of Health Systems.
• 2 years of project management and/or change management experience.
• Demonstrated strong project management, time management, analytical, and organizational skills.
• Interest to manage multiple projects/initiatives simultaneously.
• Ability to build trusting relationships with leadership and lead through influence.
• Exceptional skills in facilitation, presentation, communication and relationship management skills.
• Knowledge of management practices, organizational design, and methods of information collection.

PREFERRED QUALIFICATIONS

• Master's Degree in health or business field strongly preferred.
• 3 plus years in patient experience and/or performance improvement work experience.
• Two (2) years of Project Management experience with responsibility for initiation, planning, monitoring and executing, and/or closing projects. Experience strategy development, data management and visualization development.
• Certification in Project Management and/or Lean Six Sigma.

Terry Reilly Health Services is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, or protected Veteran status.

Current Openings for Patient Experience Program Analyst Jobs at Terry Reilly Health Services