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Patient Experience Consultant

Location: Guilford, NC
Company: Cone Health
Hours: Full time
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The Patient Experience Consultant is a key resource for the Patient Experience strategies across the Cone Health continuum of care. The primary responsibilities for this position are to provide training, coaching, and operational support to administrators, physicians, clinicians, and front-line staff to execute the deployment of evidenced based practices to deliver on the Cone Health brand promise. This position will support and work with a Senior Patient Experience Manager and/or the Executive Director of Patient Experience, to support complex improvement efforts for evidenced based patient experience strategies across the continuum of care.



Executes transformation of patient experience across the continuum of care through training, coaching, and operational support under the direction of the Senior Patient Experience Manager or Executive Director

Accountable for a basic knowledge of healthcare industry evidence-based practices and world-class service benchmarks to achieve improved patient and family perception of care.

Accountable for data analysis of multiple sources of patient experience data and for translation of data into actionable tactics

Serves as the lead for projects and research requests

Observes leaders and staff to observe best practices and offers coaching and training for identified improvement opportunities and adherence to Lean standard work.

Coaches and supports guest relations specialists, patient advocates, and volunteers to ensure service recovery and best practice behaviors are followed.


EDUCATION:
Required:

Bachelor?s Degree, or in progress

Preferred:

Master's Degree

EXPERIENCE:
Required:

1-2 years in healthcare, customer service, organizational effectiveness, or continuous improvement

Preferred:

Prior experience supporting and/or managing complex or detailed improvement initiatives.

Ability to assess department current state and coach/influence to transform improvement.

LICENSURE/CERTIFICATION/REGISTRY/LISTING:
Required:

Valid Driver's license

Preferred:

Lean or Six Sigma
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