Patient Experience Specialist

Imagine a career at one of the nation's most advanced health networks.

Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work.

LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day.

Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network.

Summary
Manages and delivers the training program development of patient experience serving as a change agent, thought partnership, and championing to drive the organization towards the highest level of operational and patient experience outcomes.

Job Duties

• Trains, coaches and educates colleagues on patient experience-related projects/programs
• Provides 1:1 additional training focusing on key tools/personalization of dashboard reports
• Creates curriculum based on action plans created by hospital leadership
• Coordinates and hosts vendor sessions related to continuing education
• Collaborates with analytics to support the data submission, extract, and evaluation of patient satisfaction data
• Manages accountability and sustainability reporting tools and systems
• Provides ad hoc reports and presentations on patient experience and related training metrics

Minimum Qualifications

• Bachelor’s Degree in healthcare/business administration or related field, or equivalent experience.
• 3 years clinical or administrative experience in a healthcare leadership position with a focus on patient experience and/or customer service.
• Ability to execute and deliver measurable results
• Excellent communication skills (verbal and written) with a proven track record of effectively, interfacing, training, presenting information to multiple levels of the organization
• Proficiency in writing and editing reports and other materials in the training and development
• Proven ability in planning, development of services, project management, leadership, and conflict resolution
• Ability to multi-task and arrange priorities
• Computer proficiency to include Microsoft Word, Excel, PowerPoint, and Outlook
• Understanding of industry best practices

Preferred Qualifications

• Master’s Degree Master’s degree in healthcare/business administration or related field
• Process improvement methodologies, (e.g., six sigma, PDSA/PDCA) process management or change management

Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

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Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes.

Work Shift:

Day Shift

Address:

1200 S Cedar Crest Blvd

Primary Location:

Lehigh Valley Hospital- Cedar Crest

Position Type:

Onsite

Union:

Not Applicable

Work Schedule:

Monday-Friday; 8:00a-4:30p

Department:

1004-13034 COH-Patient Experience