The Patient Experience Leader I reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards. This position is responsible for the day-to-day coordination of key patient experience programs and department coaching and consulting across Northwestern Medicine. Responsibilities: Demonstrates Values, Patient Satisfaction and Service Excellence Presents a friendly, approachable professional demeanor and appearance Provides accurate information and timely updates to patients and customers. Addresses questions and concerns promptly or identifies appropriate person and resources to do so. Provides directions or help to patients and customers with finding their way Uses effective service recovery skills to solve problems or service breakdowns when they occur Demonstrates teamwork by helping co-workers within and across departments Communicates effectively with others, respects diverse opinions and styles and acknowledges the assistance and contributions of others Serves as a role model and coach to others; builds partnerships and teams Patient Experience Coaching and Program Management Collaborate with operational and medical leadership to identify, develop and implement successful communication, education, and process solutions to engage staff and produce improved experiences, processes and outcomes Lead or participate in local, regional and/or system committees and multidisciplinary improvement projects with measurable results Facilitate committee meetings, including development of committee structure, meeting minutes, reports, dashboards, and related correspondence Designs, packages and presents Board and executive-level presentations and written communications with minimal oversight Collaborates with NM system functions to implement programs and initiatives that support improving patient experience (NM Academy, HR, Process Improvement, Analytics, etc.) Patient Experience Data Analysis Creates, distributes and analyzes patient satisfaction reports utilizing NM and vendor reporting tools
Required: Bachelor’s Degree 2+ years of recent work experience in a healthcare setting – with 1+ year of patient experience or customer service coaching and/or program management Relevant computer skills (Excel, PowerPoint, Word) Effective leadership, facilitation, collaboration and communication (written/oral) skills Strong writing and presentation skills, good organizational skills and excellent critical thinking skills Preferred: Certified Patient Experience Professional (CPXP) or International Coaching Federation (ICF) Associate Certified Coach (ACC) or higher Licensed Clinical Background Master’s Degree in relevant field Previous experience with patient satisfaction vendors Knowledge of patient loyalty as a strategic growth initiative
Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status. Background Check Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act. Artificial Intelligence Disclosure Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person. Benefits We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more. Sign-on Bonus Eligibility (if sign-on bonus offered for position): Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign on bonus. Exception: New graduate internal employees seeking their first licensed clinical position at NM may be eligible depending upon the job family.