Founded in 1906, McLeod Health is a locally owned and managed, not for profit organization supported by the strength of more than 900 members on its medical staff and more than 2,900 licensed nurses. McLeod Health is also composed of approximately 15,000 team members and more than 90 physician practices throughout its 18-county service area. With seven hospitals, McLeod Health operates three Health and Fitness Centers, a Sports Medicine and Outpatient Rehabilitation Center, Hospice and Home Health Services. The system currently has 988 licensed beds, including Hospice and Behavioral Health. The hospitals within McLeod Health include: McLeod Regional Medical Center, McLeod Health Dillon, McLeod Health Loris, McLeod Health Seacoast, McLeod Health Cheraw, McLeod Health Clarendon and McLeod Behavioral Health.
Maintains a professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-workers in accordance with our McLeod Health Behavioral Standards and Core Values.
Works with operational leadership to implement Patient Experience improvements and strategies, and monitors success of work. Provides expertise and support to departments and teams via matrix-reporting patient experience experts who are strategically placed in operational units to help develop solutions that are data driven and evidence based.
Manage (either directly or indirectly) one or more individuals responsible for relationship development with patients, family members, and the healthcare team, and for campus-based patient experience expertise.
Serves as an advocate for and engages patients, family members and employees to reinforce their role as critical partners in the overall healthcare experience in order to advocate for and drive implementation of patient and family engagement policies and practices to advance a culture of patient and family partnership.
Serves as a liaison between the organization and patients/families/visitors, and responds and communicates to patient/family/visitor’s needs, questions, concerns, problems and/or complaints in a compassionate, professional, timely and effective manner.
Analyzes, interprets, integrates and manages data on patient and family experience from both internal and external sources to identify trends, strengths, and opportunities for improvement in the customer experience within the organization. Provides data and other support services to departments, administration, and physicians.
Collects, documents and assesses information regarding patient/family/visitor’s feedback, complaints, concerns, issues and/or needs with responsibility to report to appropriate staff for quality improvement, as appropriate.
Encourages and contributes to continuous improvement efforts focused on driving performance excellence, organizational efficiency, and positive experience outcomes by driving innovation and change to influence the design, processes, and systems affecting the patient and family experience. Promotes and champions using patient voice in improvement work.
Establishes and maintains positive professional rapport with patients, family members, visitors and hospital staff. Provides a specific channel for patients/families/guests to obtain information, general assistance and/or complaint resolution utilizing appropriate resources. Proactively takes ownership in service recovery, issue resolution and opportunities for improvement as appropriate. Works with staff to mitigate adverse perceptions of health care environment.
Facilitates improvement teams, committees, and department leaders to develop and execute a plan for improvement including, but not limited to, both system-wide and local projects, as well as strategic Prioritized Organizational Improvement.
Serves as a transformational, cultural change leader by displaying an ability to translate experience strategy into measurable action plans, reinforcing shared accountability and supporting effective implementation, in collaboration with various stakeholders throughout the organization.
Develops tools to monitor outcomes in order to assess the effectiveness of implemented change strategies, educates leaders on proper utilization of the tools, and follows an outlined cadence to monitor outcomes for sustainability.
Develops and coordinates training activities and efforts to aid in process and cultural changes, and organizational knowledge necessary for developing a patient and family-centered delivery of care that supports a culture of excellence.
Accurate documentation and maintenance of patient advocacy activities, managing compliments, complaints and grievance process and response documentation in accordance with McLeod Health’s Patient Complaint/Grievance Policy.
Protects the confidentiality of all communications under the Quality Peer Review pursuant of S.C. Code 40-71-10, 40-70-20 and the Federal immunity under Health Care Quality Improvement Act of 1986.
Coordinates with and utilizes volunteers to drive strategic Patient Experience initiatives and/or improvements, as appropriate.
Exhibits the confidence to work with team and department leaders, plus the ability to engage with all levels of the workforce and professional disciplines. Must have a flexible, creative attitude, and very strong communication, team building, organizational and multi-tasking skills. Skills in planning, leading, and implementing improvement projects
Performs all other duties as assigned.
Work Schedule: 80 hours bi-weekly
Qualifications/Education/Training:
Bachelor’s Degree in related field such as Business, Healthcare Administration, Nursing, Allied Health, Communications, or Marketing or an equivalent combination of education and experience. Additional training in customer relations and/or improvement methodologies required six months after hire. Minimum 3 – 5 years of experience in management of people or processes preferred.
Licenses and/or Certifications:
Typically Certified Patient Experience Professional (CPXP) but will consider experience in the competencies necessary for CPXP in lieu of certification