Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult and Pediatric Trauma Center and acute care hospital. The comprehensive healthcare system includes a 484 bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of primary and specialty care clinics in Minneapolis and in suburban communities. Hennepin Healthcare has a large psychiatric program, home care and hospice, and operates a research institute, innovation center and philanthropic foundation.

SUMMARY

Hennepin Healthcare has a current opening for a Patient Experience Advisor in our Patient Experience department. This full-time position will work weekdays and will be a hybrid working both on-site and remote. The Patient Experience Advisor reports to the Patient Experience Director. In partnership with the Patient Experience Director, implements improvement strategies, and provides overall operational support for department functions and programs, including patient facing activities, to advance the organizational strategies and tactics that relate to patient experience improvement. These include but are not limited to patient experience survey vendor oversight and contract management, data quality and analytics, project management, strategic alignment for the organization’s annual plan improvement efforts, voice of the patient, develops training, education, and orientation, and collaborates closely with the People and Culture team, Health Equity, and Cultural Navigators.

The Data Analytics and Technical Support portion of the role serves as a liaison between patient experience technical systems/databases and leaders within the organization. The position will support the technical aspects of the system(s) as well as ensure data integrity and reporting to support daily operations, data-driven decision making and strategic improvement efforts.

RESPONSIBILITIES

Project Management and Program Support

• Works with the Patient Experience Director and leadership to prioritize, plan, implement, and sustain the organization’s overall patient experience improvement strategies across the system.
• Provides highly professional updates and information about patient experience program status, best practices, and opportunities to key leaders and departments.
• Leads multiple projects in parallel and manage timelines by collaborating with department leadership to assess and respond to opportunities for patient experience improvement that address people, process, and environment.
• Oversees strategies and infrastructure to effectively elicit feedback and input from patients and families including patient satisfaction survey tools, patient partner engagement, focus groups, and experience-based design research.
• Creates and delivers patient experience training sessions including, but not limited to, service recovery, communicating with empathy, Centered Around You guiding principles and behaviors, internal orientations, and ‘building connections’.
• Champions and models change management, project management, and program management best practices.
• Supports Patient Experience excellence recognition across system.
• Represents the department on internal committees, external audiences, and workgroups as requested.

Data Analytics and Technical Support

• Serves as expert of patient experience-related vendor, business applications, data integrity, and applications support across the system.
• Ensures timely and accurate data collection, analysis, and dissemination.
• Technically supports staff onboarding and training for business applications, Patient Experience data (Press Ganey), Service Recovery, and Power BI.
• Monitors Patient Satisfaction vendor through regular sampling, response rate, and accurate provider set up to ensure resource optimization and coordinates surveys accepted through handout methodology.
• Ensures partnership with vendor and internal teams.
• Leverages innovative technology and/or enhancements, data, and reporting tools in collaboration with internal business units.
• Produces advanced data analytics where the data tells a story, to include producing graphs, reports, and presentations of patient experience quantitative and qualitative data.
• Provides end-users education and training on patient experience platform and technologies.
• Provides oversight of system access, on boarding and off boarding team members to ensure compliance with IT security requirements.
• Diagnoses problems, evaluates solutions and communicates resolution to users and associated HHS support resources.
  

QUALIFICATIONS

Minimum Qualifications:

• Bachelor’s Degree
• Minimum three years of experience in a Healthcare setting
• Program support experience
• Patient Satisfaction (or similar) experience

OR

• An approved equivalent combination of education and experience.
• Patient experience certification or completion within 18 months of hire

Preferred Qualifications:

• Patient satisfaction experience
• Project management experience
• Five or more years Healthcare industry experience

You've made the right choice in considering Hennepin Healthcare for your employment. We offer a wealth of opportunities for individuals who want to make an impact in our patients' lives. We are dedicated to providing Equal Employment Opportunities to both current and prospective employees. We are driven to connect talented individuals with life-changing career opportunities, enabling you to provide exceptional care without exception. Thank you for considering Hennepin Healthcare as a future employer.

Please Note: Offers of employment from Hennepin Healthcare are conditional and contingent upon successful clearance of all background checks and pre-employment requirements.