Provides unique patient experience and service excellence subject matter expertise and leadership to drive change.
Job Duties Leads key Patient Experience improvement initiatives primarily in the Inpatient and Emergency Department settings.Monitors patient satisfaction ratings and collaborates in determining benchmark and target performance goals.Identifies opportunities for improvement in patient satisfaction and experience.Develops recommended action plans for improvement.Coordinates and supports stakeholders and clients in execution of action plans to improve patient experience.Monitors the process and outcomes related to improving patient experience, identifies challenges and barriers, and coordinates resolutions to overcome barriers in collaboration with key team members and stakeholders to ensure success.Provides training curriculum and content development, and logistical facilitation, and delivery support.Coaches and mentors individuals, providers, nurses and non-clinicians who have patient contact, to improve their ability to achieve higher levels of patient satisfaction.Solicits and provides key inputs in support of communication and awards and recognition programs Provides regular communication to leadership on improvement process measures and project timelines and progress.
Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
Employee Value Proposition: Educational growth is important in this role. The Patient Experience Team values collaboration, communication, and support with all Geisinger employees.
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Geisinger cares about not only its patients and members but also about you and your family. We offer a competitive compensation and benefits package to ensure that you and your loved ones can maintain good health, achieve financial stability, and excel both personally and professionally. We believe in creating a diverse and inclusive environment where all employees can be their authentic selves. To learn more: https://jobs.geisinger.org/diversity
Benefits of working at Geisinger:
Full benefits (health, dental and vision) starting on day one
Three medical plan choices, including an expanded network for out-of-area employees and dependents
Pre-tax savings plans with healthcare and dependent care flexible spending accounts (FSA) and a health savings account (HSA)
Company-paid life insurance, short-term disability, and long-term disability coverage
401(k) plan that includes automatic Geisinger contributions
Generous paid time off (PTO) plan that allows you to accrue time quickly
Up to $5,000 in tuition reimbursement per calendar year
MyHealth Rewards wellness program to improve your health while earning a financial incentive
Family-friendly support including adoption and fertility assistance, parental leave pay, military leave pay and a free Care.com membership with discounted backup care for your loved ones
Employee Assistance Program (EAP): Referrals for childcare, eldercare, & pet care. Access free legal guidance, mental health visits, work-life support, digital self-help tools and more.
Voluntary benefits including accident, critical illness, hospital indemnity insurance, identity theft protection, universal life and pet and legal insurance .
Education Bachelor's Degree- (Required), Bachelor's Degree-Healthcare Related Degree (Preferred) Experience Minimum of 5 years-Customer Service (Required), Minimum of 5 years-Managing people, processes, or projects (Required) Skills Office Administration About GeisingerFounded more than 100 years ago by Abigail Geisinger, the system now includes ten hospital campuses, a 550,000-member health plan, two research centers and the Geisinger Commonwealth School of Medicine. With nearly 24,000 employees and more than 1,700 employed physicians, Geisinger boosts its hometown economies in Pennsylvania by billions of dollars annually. Learn more at geisinger.org or connect with us on Facebook, Instagram, LinkedIn and Twitter.
Our Commitment to Diversity, Equity and InclusionGeisinger values who you are, where you are from, and where you are going. We seek out people of various backgrounds and cultures with unique abilities, non-traditional career paths and ambitious aspirations. We are an Affirmative Action, Equal Opportunity Employer. Women and Minorities are encouraged to apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status. Read more about Our Commitment to Inclusive Recruiting.
Our Vision & ValuesEverything we do is about making better health easier for our patients, our members, our students, our Geisinger family and our communities.
KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.
EXCELLENCE: We treasure colleagues who humbly strive for excellence.
LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.
INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
SAFETY: We provide a safe environment for our patients and members and the Geisinger family.
Our BenefitsWe offer healthcare benefits for full time and part time positions from day one, including vision, dental and prescription coverage.