Patient Experience Specialist Quality Full Time

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Scheduled Weekly Hours

Work Shift

Shift & Status

Who Are We

We at Pine Rest believe in the power of healing and that everyone in our community has the right to expert care for mental health and substance use disorders. We are much more than just the third largest non-profit behavioral health system in the country our 220-acre main campus and our network of clinical sites across Michigan. We are a tight-knit community of healers who witness the impact of our life-changing work each day.

Each day we are closing the gaps in access to care. We are innovating through leading-edge research testing programs and treatment modalities that others replicate across the country. Our services include a state-of-the-art psychiatric urgent care center and a soon-to-be-built pediatric behavioral health center outpatient inpatient partial hospitalization (day programs) assessment and testing residential addiction treatment and specialty services such as crisis response employee assistance programs forensic psychiatry and psychology and neuromodulation. On-the-job educational programs for nurses psychologists advanced practice providers psychiatrists and chaplains are equipping the next generation of care providers.

We are passionate about serving and are honored to be a part of this incredible work.

What Will You Do

The Patient Experience Specialist is responsible for advocacy on behalf of individuals receiving care within Pine Rest Christian Mental Health Services as well as leading implementing and coordinating initiatives to promote a positive care experience for patients and their support systems in partnership with clinical and non-clinical leadership executive sponsors and the Quality Department. This position will work collaboratively within a team in Hospital & Acute Services to coordinate efforts focus support where needed and share best practices. The Patient Experience Specialist must work with a diverse group of caregivers to successfully plan and execute projects/programs ensuring alignment with the patient experience priorities of Pine Rest. The Patient Experience Specialist must demonstrate excellent customer service and have a passion for ensuring patients receive high quality care while promoting the values of the program and the Pine Rest organization.

Principal Duties and Responsibilities:

• Independently plans organizes and manages all processes for the patient experience program. The patient experience program consists of management of patient employee and other stakeholder experience.

• Recruit and partner with community members to serve and advise the Patient Experience Project and Family Advisory Committee

• Leads coordinates and oversees the Patient Experience Project and Patient and Family Advisory Committee for Pine Rest.

• Works with leaders of the organization to design project teams and meetings to ensure that all patient experience/advocacy initiatives remain on schedule.

• Collaborates with clinical teams program staff and administrative personnel to provide a multi-disciplinary approach to the patient experience program.

• Advocates for change related to patient experience program recommendations.

• Acts as a resource for evidence-based practices related to patient and stakeholder experience.

• Partners with the education department and organizational leadership to develop employee education for patient experience and advocacy.

• Meets individually and in groups with patients families and staff in an effort to continuously improve their experience. Uses a seek to understand approach to help address problems and concerns.

• Manages the Complaint and Grievance process for the organization and collaborates with the Office of Recipient Rights as needed.

• Leads analysis of patient data for patient experience program.

• Identify opportunities for improvement and recommend/implement solutions based on data analysis from patient satisfaction surveys.

• Responsible to role model the mission and values of the organization presenting a professional image that is projected in appearance attitudes and behaviors time management and communication skills. Provides spiritual emotional social mental and physical support to patients.

• Commitment to demonstrating the model of care in Hospital & Acute Services.

• Must maintain annual training and demonstrate competency in the required programmatic training.

• Performs other duties or functions as assigned.

What Does This Role Require

• Bachelors degree in nursing social work public healthcare administration or related field preferred. 5 years equivalent experience knowledge skills and abilities will be considered.

• Experience working with individuals families and community members to address problems and concerns as catalyst for change required.

• Process and quality improvement required.

• Experience with applicable computer software programs and/or ability to learn the systems.

• Demonstrated experience as a project manager preferably related to customer and/or patient satisfaction with the ability to effectively lead project teams and keep teams on task.

What Benefits Do We Offer

• Medical dental vision & life insurance plans

• 403(b) retirement match contribution by Pine Rest

• Generous PTO for full and part time employees

• Tuition assistance & loan forgiveness

• Employee Assistance Program offering many free and discounted services for therapy legal accounting gym membership etc.

• Partnership with Davenport University provides generous discount on tuition for employees and family members.

Notice:

Pine Rest provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

All new employees are subject to a criminal background check and education verification which may include sending a copy of your high school diploma GED or college transcripts.

Successful completion of a drug screen prior to employment is also part of our background process.

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Required Experience:

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