General Summary

Serves as a leadership partner to support care area leaders in WellSpan's journey to deliver a highly reliable care experience and foster brand advocacy. Serves as subject matter expert and provides leadership and support for human experience improvement and patient relations activities. Supervises Patient Experience staff and manages other resources in support of system Human Experience goals.

Shift

Full-Time

Monday-Friday, 8a-4:30p

Duties and Responsibilities

Responsible for overall coordination of human experience efforts at all levels within the assigned region or service line. Assures alignment and cascading of the Human Experience strategy to all levels of the organization.Serves as subject matter expert, coach, and advisor to leaders and frontline teams to promote the application of human experience principles, best practices, and tools.Through regular monitoring and analysis of all streams of patient feedback, provides insights and proactively identifies opportunities for improvement. Partners with local leaders to develop and monitor plans to address these opportunities.Prioritizes, directs, and facilitates patient experience team support of regional, entity, department, and/or service line human experience efforts.Promotes strong cooperation and alignment with stakeholders across the assigned region or service line. Serves as the primary relationship owner between operations/care leadership and the Patient Experience Team.Collaborates with LEAN, Patient Safety, Accreditation & Licensure, Quality, and Innovations teams to ensure alignment, promote synergy, highlight interdependence and interconnectedness of all system strategies, and drive toward achievement in all system goals.Develops, implements, and maintains human experience related metrics and summaries that reflect progress toward system goals. Provides regular reports to entity/regional teams and Director-Patient Experience.Works with Patient Relations Liaison and care area leaders to ensure timely, compassionate, and thorough responses to patient concerns and grievances in accordance with system policy. Coaches teams to perform service recovery with HEART and solve friction points to root to improve ease of use.Works with various Patient Experience and operations resources to guide proactive service recovery and patient experience activities.Ensures ongoing coordination and compliance with appropriate accreditation standards and Department of Health regulations. Keeps abreast of appropriate regulatory agency requirements and communicates changes to the leadership team.Provides on-site support for complex patient relations issues by meeting with patients and families, coordinating review of events and the response to the patient/family.Provides educational sessions to WellSpan staff relative to Patient Experience.

Travel Requirements:

Estimated Amount: - Travel required.

Qualifications

Minimum Education:

Bachelors Degree In healthcare related field RequiredMasters Degree Preferred

Work Experience:

5 years In operations, patient experience, customer service, or human experience field. Required andPrior work history in patient experience and performance improvement. RequiredSome health care experience. Preferred andManagement experience. Preferred andClinical background/experience beneficial. Preferred

Knowledge, Skills, and Abilities:

Computer management skills including data base administration, project management.Exceptional communication, coaching and facilitation skills, and advanced computer skills necessary for data analysis, presentations, and reporting of results.A working understanding of common best practices and techniques;Demonstrated ability to conduct and interpret quantitative/qualitative analysis;Ability within matrix format to influence and communicate;Awareness of CMS and Pennsylvania state regulations related to healthcare

Benefits Offered:

Comprehensive health benefitsFlexible spending and health savings accountsRetirement savings planPaid time off (PTO)Short-term disabilityEducation assistanceFinancial education and support, including DailyPayWellness and Wellbeing programsCaregiver support via WellthyChildcare referral service via Wellthy You’re unique and you belong here.

At WellSpan Health, we are committed to treating all applicants fairly and equitably, regardless of their job classification. If you require assistance or accommodation due to a disability, please reach out to us via email at . We will evaluate requests for accommodation on a case-by-case basis. Please note that we will only respond to inquiries related to reasonable accommodation from this email address. Rest assured, all requests for assistance or accommodation are handled confidentially, allowing applicants to share their needs openly and honestly with us.