Patient Experience Outreach Advisor

Position Summary:
Under the direction of the Senior Manager of Patient Experience Design and Improvement, acts as an onsite change agent, coach, and trainer for the Practice Plan to improve the patient experience at the medical practice clinics. Supports clinic managers to get their action plans in motion and follows the strategy that has been set forth by the Practice Plan that represents best practices. Understands the patient experience in a clinical setting. The ability to review and articulate patient experience data (survey responses, complaints, social media, and rounding on patients) is essential. This position is responsible for clinics but can change over time as clinics will be reassessed based on their needs. Must be able to travel in Houston and the surrounding area.
Position Key Accountabilities:

Essential Functions

• Understands patient experience data and shares opportunities for improvement.
• Works well in a team environment in all situations (internal department or clinic) by offering ideas and creative solutions.
• Motivates clinic manager and staff to meet milestones and reach goals. Influences clinic leaders to what is patient-focused that will create the best patient experience outcomes.
• Works with staff through observation, coaching, or training standards or best practices to reach expected goals.
• Promotes and follows the Practice Plan patient experience strategy and does not deviate from that.
• Projects plan initiatives that improve the patient experience at the clinics.
• Self-manages work schedule to be effective. Work is scheduled to impact the clinic's improvement.
• Manages multiple clinics' patient experience needs at the same time. Embraces new challenges and not be resistant.
• Travels to different clinics each week or what is requested based on practice needs.
• Performs other duties as assigned.

Certification/Skills:

• None

Minimum Education:

Bachelor's Degree required. Bachelor's Degree in Public Health, Health Administration, Business Marketing, Organizational Development, or a related field preferred

Minimum Experience:

2 years of experience in the patient experience field in a healthcare system or a large physician practice, showing impact and improvement required .Hospital or medical practice experience preferred Experience with patient experience vendors (e.g., NRC Health, Press Ganey, or others) preferred

Physical Requirements:

Exerts up to 20 pounds of force occasionally and/or up to 10 pounds frequently and/or a negligible amount constantly to move objects.

Security Sensitive:

This position is a security-sensitive position pursuant to Texas Education Code §51.215 and Texas Government Code §411.094. To the extent that a position requires the holder to research, work on, or have access to critical infrastructure as defined in Texas Business and Commerce Code §117.001(2), the ability to maintain the security or integrity of the infrastructure is a minimum qualification to be hired for and to continue to be employed in that position. Personnel in such positions, and similarly situated state contractors, will be routinely reviewed to determine whether things such as criminal history or continuous connections to the government or political apparatus of a foreign adversary might prevent the applicant, employee, or contractor from being able to maintain the security or integrity of the infrastructure. A foreign adversary is a nation listed in 15 C.F.R. §791.4.

Residency Requirement:

Employees must permanently reside and work in the State of Texas.