Human Experience Specialist

SUMMARY: The Human Experience Specialist reports to the Manager of Volunteer and Customer Services. Under general direction, performs a wide variety of duties in supporting all aspects of improving patient/family/employee experience across The Miriam Hospital. Provides management, analysis, dissemination, and use of data to drive improvement in employee engagement and patient experience. Supports the implementation and evaluation of an aligned curriculum for teaching patient experience and customer service expectations across the hospital. Participates in key committees and works collaboratively with leadership to drive mutually agreed-upon goals as established by executive leadership. Supports improvement strategies and tactics by working collaboratively with other disciplines within Brown University Health to achieve established system and affiliate-specific employee engagement and patient experience objectives. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences Patient and Community Focus and Collaborate RESPONSIBILITIES: Improves the patient/family experience at Brown University Health as evidenced by patient satisfaction/patient experience scores. Assists in the identification, collection, and analysis of meaningful data and associated information for guiding improvement efforts. Assists leadership in identifying, developing and maintaining needed practices to improve the patient and family experience. Provides support to assigned system and affiliate committees and councils in alignment with the system patient experience strategy. Develops content to support a robust communication system to effectively inform leaders, staff and physicians at all levels about patient/family experience expectations, implications, and changes. Promotes shared learning and taps into existing communication channels wherever possible before developing additional means. Develops and manages a proactive, systematic, and continuous process for improving patient/family experience across Brown University Health affiliates. Conduct needs assessment and determine gaps in training/education. Designs and delivers training/education programs which align and support both TMH and Brown University Health’s future vision Facilitate interventions and share best practices for all staff in support of employee engagement. Provides support to efforts to achieve established performance targets on relevant patient-experience related payor contracting metrics tied to reimbursement and identified performance targets full recapture of Value Based Purchasing (VBP) withholds related to HCAHPS and other patient experience measurement components. Leads and facilitates assigned performance improvement initiatives to support both employee engagement and patient experience improvement efforts in collaboration with Brown University Health and affiliate leadership. Promotes continuous clinical, service, and business process improvement through effective leadership, team facilitation, consultation, and project management support to leaders, staff and physicians across Brown University Health. Attends/leads/provides meetings, workshops, seminars, investigations, and lectures. Participates in quality-related research, special projects or assignments as requested. Performs other related duties as needed. MINIMUM QUALIFICATIONS: EDUCATION Bachelor’s degree in health administration, nursing or healthcare professional field is required.Advanced degree in related field preferred. Certification in Patient Experience, and Lean Six Sigma Green Belt Certification required within 18 months of employment. EXPERIENCE: Minimum of five (5) years of related work experience required. Experience with managing and supporting organizational patient experience required. Experience and working knowledge of patient/family and general customer satisfaction models required. Experience with business or office automation utilizing the principles and practices of health care quality management preferred. Project management experience preferred. Working knowledge of all Microsoft Office software applications required. Position requires excellent communication skills including the ability to communicate information effectively to others both verbally and in writing. Position duties require the ability to make various presentations internally and externally. Knowledge of advanced statistical methods is required. WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS: Work is performed in a typical office setting, requiring extensive periods of sitting, with arms extended as well as walking and standing. INDEPENDENT ACTION: Incumbent generally establishes own work plans and priorities, including the development and utilization of appropriate strategies, methodologies, and activities to assure accurate, valid, and timely completion of work in conformance with organizational and department policies and practices. SUPERVISORY RESPONSIBILITY: None.

Pay Range:

$80,668.95-$133,111.16

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

164 Summit Ave - Baxt - N/A Providence, Rhode Island 02903

Work Type:

Monday - Friday 8am -4:30pm

Work Shift:

Day

Daily Hours: 

8 hours

Driving Required:

No