JOB SUMMARY

At Houston Methodist, the Patient Experience Specialist position is responsible for design, implementation, and evaluation of tools, products, processes/tactics to enhance the patient experience. Responsibilities for this position include, but are not limited to, rounding, reporting, staff coaching and training, and unit assessments. The Patient Experience Specialist position will recommend appropriate interventions designed to meet specific patient experience targets and objectives and will prioritize areas of need within the hospital with guidance from local and system leadership. This position will also support the facilitation of performance improvement processes to support continuous improvement in the provision of safe, quality patient care and will work in collaboration with the system patient experience resources to identify and recommend best practices.

PRIMARY JOB RESPONSIBILITIES

Job responsibilities labeled EF capture those duties that are essential functions of the job.

PEOPLE - 20%

• Maintains familiarity with the work of clinical staff, physicians, and administration to successfully identify appropriate contacts for project monitoring and data collection. (EF)
• Effectively communicates with key contacts to obtain information that relates to strategic initiatives as highlighted by site and system patient experience leadership. (EF)
• Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the patient care team by actively communicating and reporting pertinent patient care information and data in a comprehensive manner. (EF)
• Conducts self in a manner that is congruent with cultural diversity, equity, and inclusion principles. Contributes towards improvement of department scores for employee engagement, i.e. peer-to-peer accountability. (EF)

SERVICE - 30%

• Participates on committees and task forces as assigned, ensuring that critical objectives are clearly explained, and action items are appropriately delegated. Follows-up on action items as necessary to ensure completion of assignments. (EF)
• Partners with clinical and non-clinical areas to develop department-specific programs to sustain a culture of ICARE values, safety and personalized service supporting standardization of the Houston Methodist Experience. (EF)
• Provides coaching and training on best practices consistent with handling of patients concerns; coordinates improvement initiatives resulting in enhanced organization/ system’s image. (EF)

QUALITY/SAFETY - 30%

• Composes meeting minutes for committees and department meetings as assigned. (EF)
• Maintains associated project tracking and accountability systems, creates files, and develops effective presentation tools and/or reports for significant activities. Utilizes technology resources to conduct research for assigned projects. (EF)
• Facilitates performance improvement initiatives and patient satisfaction best practices in collaboration with system patient experience resources. (EF)

FINANCE - 5%

• Helps minimize excess cost(s) by assisting and recommending solutions in achieving departmental objectives. (EF)
• Utilizes resources with cost effectiveness and value creation in mind. Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed. (EF)

GROWTH/INNOVATION - 15%

• Represents the Houston Methodist Experience before hospital and professional entities and develops positive working relationships. (EF)
• Support system innovative and technology iniatives and processes to improve patient experience outcomes. (EF)
• Participates in special projects and department initiatives and seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan on an on-going basis. (EF)

This job description is not intended to be all inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION REQUIREMENTS

o High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

o Bachelor’s degree in healthcare administration, business administration, or health sciences field preferred

EXPERIENCE REQUIREMENTS

o Two years of experience in a healthcare, medical research, or academic setting with an emphasis on project management experience