Job Summary

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.

Position Details

• Hours: 8am – 4:30 pm, may flex hours as business needs require. Occasional evening, night, weekend hours to support initiatives may occur throughout the year.
• Managing people, processes, or projects- Minimum 5 years experience - Required
• Bachelors Degree - Required
• Travel: Will need to travel to Geisinger Shamokin Area Community Hospital (GSACH) a minimum of monthly.
• Clinical knowledge, leadership skills and minimum of 3 years working in the healthcare field; knowledge of a patient satisfaction tool (i.e. Press Ganey, NRC) dealing with HCAHPS and patient satisfaction data interpretation and application towards process improvement preferred 
• Registered Nurse preferred   

​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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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 Geisinger

Founded 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 Inclusion

Geisinger 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 & Values

Everything 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 Benefits

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and prescription coverage.