SENIOR ADVISOR PATIENT EXPERIENCE

Sparrow•Lansing, MI

About The Position

The Senior Advisor-Patient Experience serves as an integral part of the health systems patient experience strategic visioning and execution. Providing senior strategic counsel to Patient Experience leadership, health system leadership as well as local leaders, this role is vital in advancing patient experience priorities across the health system. This role leads high-impact patient experience projects and initiatives, ensuring departmental alignment as well as alignment across the health system through disciplined execution and effective communication across internal and external stakeholders. This position also assists with operational oversight of the Office of Patient Experience, including department workflows and supporting administrative functions.

Requirements

Bachelor’s Degree in Health Care Administration, Business Administration, or Related Field and minimum 7 year of considerable, progressive project management experience in varied healthcare settings working with patients, families, and medical staff.; OR Associates Degree in in Health Care Administration, Business Administration, or related field and minimum 9 years of considerable, progressive project management experience in varied healthcare settings working with patients, families, and medical staff; OR High School Diploma/GED and minimum 11 years of considerable, progressive project management experience in varied healthcare settings working with patients, families, and medical staff.
Knowledge of both theoretical and application of clinical interventions to support the patient experience across the care continuum, including research application and dissemination.
Employee able to analyze, compare, and evaluate various courses of action and has authority to make independent decisions on matters of significance, free from immediate direction, within the scope of their responsibilities.
Primary activities and decision-making authority are predominantly performed independently, affecting business operations to a substantial degree.
Demonstrates ability to use a keyboard as may be required to perform the essential duties of the job.

Nice To Haves

PMP or other project management certification, preferred
Experience in a project management position in a healthcare settings working with patients. families, and medical staff, preferred
Experience working with patient surveying systems and workflows (ex. Press Ganey) preferred.
Knowledgeable of healthcare patient experience regulatory reporting requirements (CMS HCAHPS, CMS OASHCAHPS, Leap Frog, quality/safety requirements, etc.) preferred.
Experience analyzing data sets and translating to leadership briefings and making recommendations for interventions preferred.
Master's Degree, preferred

Responsibilities

Advance Patient Experience priorities by translating shared vision and strategy into actionable plans, monitoring execution, and ensuring alignment across the health system.
In collaboration with the Regional Director, design and oversee internal OPE systems and workflows that ensure operational efficiency and alignment with patient experience strategy and action planning.
Lead cross-enterprise strategic Patient Experience initiatives, coordinating work that spans regional hospitals, service lines, and shared system priorities.
Provide oversight of Patient Experience performance monitoring, including monitoring of health system Patient Experience BASE scorecard metrics and progress.
Provides primary oversight of Patient Experience projects as project manager or subject matter expert for high-priority initiatives, ensuring clarity of scope, accountability, timelines, and outcomes. This includes developing detailed work plans, schedules, project estimates, resource plans and status reports. Conducts project meetings and is responsible for project tracking and analysis. Ensures adherence to quality standards and reviews project deliverables as they relate to project defined goals. Provides analytical guidance and consultation to project teams.
Develop and/or improve Patient Experience tools. Share with and learn from other colleagues.
Coordinates and collaborates with analytical and performance improvement resources as needed. Ensures teams are practicing principles of collaboration, prioritization, and team accountability.
Recommends and takes action to direct the analysis and solutions of problems related to the patient experience on both pediatric and adult healthcare continuums.
Represent Patient Experience leadership, including Regional Director, as a proxy when appropriate, participating in internal and external meetings, including with system partners, community leaders, and key stakeholders.
Establishes and maintains a collaborative relationship with project teams and with interdepartmental colleagues.
Other duties as assigned dependent on project and departmental needs