Senior Patient Experience Advisor

Mayo Clinic • Rochester, MN

11h

About The Position

The Patient Experience Sr. Advisor, under the direction of the Patient Experience (PX) Manager and/or Director or designee, is primarily responsible for direct collaboration and consultation with all Mayo Clinic departments in effort to enhance the patient experience. Works closely with leadership to identify, plan, design and implement patient experience improvement best practices and improvement initiatives aligned with larger PX program and improvement priorities. An expert in patient experience and patient and family centered care, this positions works in partnership with assigned teams and collaborates with other departments, directors/operational managers, and physicians to ensure the organization meets or exceeds the expectations of patients and their family members as measured by the loyalty survey as well as the federal and state required patient experience CAHPS surveys. Mobilizes staff at multiple organizational levels to continuously improve Mayo Clinic customer experiences and patient satisfaction. The focus is on proactive work including continuous education and training, consultation, and improvement activities. The PX Sr. Advisor analyzes and prepares reports using both quantitative and qualitative data, based on information derived from the complaint and patient satisfaction databases and other data inputs. This position requires the ability to align projects and programs with the strategic direction and program plan within an enterprise matrix environment. The Patient Experience Sr. Advisor may be assigned as a lead to other Patient Experience staff, including training and providing expert advice and guidance. This vacancy is not eligible for sponsorship / we will not sponsor or transfer visas for this position. During the selection process, you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question - Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps.

Requirements

• Bachelor’s degree in healthcare, social science, hospitality or business related field with 7 Years of experience in customer service or related field, with at least 5 years in health care.
• Must be able to gain a very in-depth knowledge base of the Mayo Clinic and its operations.
• Requires a strong ability to build rapport with others.
• Must demonstrate leadership ability to provide training and guidance to other patient experience staff and project management skills to lead improvement efforts.
• Strong interpersonal skills, including conflict resolution/negotiation, facilitation, appreciative inquiry, previous complaint management experience, and consultation/coaching.
• Must have effective written communications skills.
• Requires sophisticated oral communication, including active listening, redirection, and ability to elicit information from poor or evasive communicators.
• Demonstrated successful collaboration with counterparts within the work area and at all levels of the matrix organization.
• Must tolerate an ambiguous, fast-paced, demanding and constantly changing work environment while maintaining strong presentation, critical thinking, communication and organizational skills.
• Must be able to function objectively in sensitive and stressful situations, work autonomously, "think on one's feet", anticipate, improvise, and synthesize extensive information to focus the issue.
• Must have strong analytical skills to analyze information and data.
• Must have knowledge of computer tools and proficiency in their use (patient satisfaction website, HCAHPS, Microsoft (Word, Power Point and Excel), Synthesis, Midas Plus, and Internet/Intra-net).

Nice To Haves

• Prefer 3 years in experience in project management, experience design, process improvement, patient/customer service experience and/or Education and Training.
• Master's Degree in health-related field is preferred.
• Patient experience

Responsibilities

• Direct collaboration and consultation with all Mayo Clinic departments in effort to enhance the patient experience.
• Identify, plan, design and implement patient experience improvement best practices and improvement initiatives aligned with larger PX program and improvement priorities.
• Works in partnership with assigned teams and collaborates with other departments, directors/operational managers, and physicians to ensure the organization meets or exceeds the expectations of patients and their family members as measured by the loyalty survey as well as the federal and state required patient experience CAHPS surveys.
• Mobilizes staff at multiple organizational levels to continuously improve Mayo Clinic customer experiences and patient satisfaction.
• Analyzes and prepares reports using both quantitative and qualitative data, based on information derived from the complaint and patient satisfaction databases and other data inputs.
• Align projects and programs with the strategic direction and program plan within an enterprise matrix environment.
• May be assigned as a lead to other Patient Experience staff, including training and providing expert advice and guidance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level