Job Description
The Patient Experience Leader I reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.
- This position is responsible for the day-to-day coordination of key patient experience programs and department coaching and consulting across Northwestern Medicine.
Responsibilities:
- Demonstrates Values, Patient Satisfaction and Service Excellence
- Presents a friendly, approachable professional demeanor and appearance
- Provides accurate information and timely updates to patients and customers. Addresses questions and concerns promptly or identifies appropriate person and resources to do so. Provides directions or help to patients and customers with finding their way
- Uses effective service recovery skills to solve problems or service breakdowns when they occur
- Demonstrates teamwork by helping co-workers within and across departments
- Communicates effectively with others, respects diverse opinions and styles and acknowledges the assistance and contributions of others
- Serves as a role model and coach to others; builds partnerships and teams
- Patient Experience Coaching and Program Management
- Collaborate with operational and medical leadership to identify, develop and implement successful communication, education, and process solutions to engage staff and produce improved experiences, processes and outcomes
- Lead or participate in local, regional and/or system committees and multidisciplinary improvement projects with measurable results
- Facilitate committee meetings, including development of committee structure, meeting minutes, reports, dashboards, and related correspondence
- Designs, packages and presents Board and executive-level presentations and written communications with minimal oversight
- Collaborates with NM system functions to implement programs and initiatives that support improving patient experience (NM Academy, HR, Process Improvement, Analytics, etc.)
- Patient Experience Data Analysis
- Creates, distributes and analyzes patient satisfaction reports utilizing NM and vendor reporting tools
Qualifications
Required:
- Bachelor’s Degree
- 2+ years of recent work experience in a healthcare setting – with 1+ year of patient experience or customer service coaching and/or program management
- Relevant computer skills (Excel, PowerPoint, Word)
- Effective leadership, facilitation, collaboration and communication (written/oral) skills
- Strong writing and presentation skills, good organizational skills and excellent critical thinking skills
Preferred:
- Certified Patient Experience Professional (CPXP) or International Coaching Federation (ICF) Associate Certified Coach (ACC) or higher
- Licensed Clinical Background
- Master’s Degree in relevant field
- Previous experience with patient satisfaction vendors
- Knowledge of patient loyalty as a strategic growth initiative
Additional Information
Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.
If we offer you a job, we will perform a background check that includes a review of any criminal convictions. A conviction does not disqualify you from employment at Northwestern Medicine. We consider this on a case-by-case basis and follow all state and federal guidelines.
Benefits
We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.
