Patient Experience Officer

Full-time / 40 hours per week

Summa Health System is recognized as one of the region’s top employers by a number of third party organizations, including NorthCoast 99. Exceptional candidates gravitate to Summa because of its culture, passion for delivering excellent service to our patients and families commitment to our philosophy of servant leadership, collegial working relationships at every level of the organization and competitive pay and benefits.

Summary

Serves as the system level lead for patient experience data analytics and performance insight across Summa Health. Provides leadership and expertise in the collection, analysis, interpretation, and trending of patient, consumer, and member experience data to identify improvement opportunities and performance gaps. Leads the development and prioritization of data informed patient experience improvement initiatives that support organizational goals and measurable outcomes. Collaborates with leaders and multidisciplinary teams across the system to translate analytics into targeted strategies, action plans, and training programs that improve patient experience performance and support a culture of service excellence, equity, and accountability. Acts as a trusted resource to hospital and system leaders by delivering clear, actionable insights derived from patient feedback and experience metrics, while supporting the execution and evaluation of improvement efforts through influence rather than direct operational authority.

Minimum Qualifications

• Formal Education Required:
• Bachelor’s degree in related field
• Master’s degree in Healthcare Administration, Business Administration, or related field preferred
• Experience & Training Required:
• Four (4) years of healthcare or other type of leadership experience with demonstrated success managing teams, developing and managing projects, and implementing experience improvement initiatives in complex environment.
• Green Belt certification or ability to obtain within three (3) years of being in position
• Accreditation experience, preferred
• Project management training preferred
• Demonstrated experience analyzing and interpreting performance data to identify trends and develop improvement strategies, preferably related to patient experience, service excellence, or customer experience in a complex environment.
• Experience translating qualitative and quantitative data into actionable, leader ready insights and recommendations
• Other Skills, Competencies and Qualifications:
• Ability to analyze and examine data and comments to identify trends and opportunities for improvement
• Ability to effectively analyze, interpret, and explain data to drive decision making
• Strong verbal, written, and presentation skills, including the ability to deliver persuasive presentation to various audiences
• Strong organization skills the ability to manage multiple projects
• Organize and manage time to accurately complete tasks within designated time frames in fast paced environment
• Ability to analyze and examine data and comments to identify trending and opportunities for improvement
• Ability to be open-minded, objective and self-directing in executing responsibilities within a team structure
• Ability to communicate effectively in writing sufficient to prepare reports for publication
• Ability to effectively interact with populations of patients/customers with an understanding of their needs for self-respect and dignity
• Ability to analyze and solve practical problems, develop recommendations and solutions, communicate with multiple stakeholders and deal with a variety of concrete variables in situations where only limited standardization may exist
• Demonstrates flexibility to meet the ever-changing needs of patients, health care team members and program
• Skilled at consensus-building and decision making among groups with competing perspectives and priorities
• Ability to work independently, to prioritize work and solve problems
• Ability to effectively interact with populations of patients/customers with an understanding of their needs for self-respect and dignity
• Level of Physical Demands:
• Sedentary: Exerts up to ten pounds of force occasionally and/or a negligible amount of force frequently.
• Ability to walk long distances within the hospital campus and in outpatient clinical settings.
• Ability to sit and/or stand for long periods of time
• Manual dexterity to operate computer, phone, and standard office equipment

Equal Opportunity Employer/Veterans/Disabled

$37.40/hr - $56.11/hr

The salary range on this job posting/advertising is base salary exclusive of any bonuses or differentials. Many factors, such as years of relevant experience and geographical location are considered when determining the starting rate of pay. We believe in the importance of pay equity and consider internal equity of our current team members when determining offers. Please keep in mind that the range that is listed is the full base salary range. Hiring at the maximum of the range would not be typical.

Summa Health offers a competitive and comprehensive benefits program to include medical, dental, vision, life, paid time off as well as many other benefits.

• Basic Life and Accidental Death & Dismemberment (AD&D)
• Supplemental Life and AD&D
• Dependent Life Insurance
• Short-Term and Long-Term Disability
• Accident Insurance, Hospital Indemnity, and Critical Illness
• Retirement Savings Plan
• Flexible Spending Accounts – Healthcare and Dependent Care
• Employee Assistance Program (EAP)
• Identity Theft Protection
• Pet Insurance
• Education Assistance
• Daily Pay