Patient Experience Advisor

Patient Experience Advisor

Advocate Condell Medical Center

Full Time

Job Summary:

The purpose of this position is to directly drive the implementation, hardwiring and sustainability of the Signature Experience throughout the organization. Team members in this role will build and maintain direct partnerships with leadership across Advocate Aurora Health in the integration and oversight of organizational change. Using an evidence-based model, the team member in this position utilizes a detailed framework and practical behaviors and tactics to enhance a highly reliable culture of service and operational excellence that leads to improvements in all Key Result Areas. All aspects of the role should be achieved through continuous demonstration of Advocate Aurora’s Purpose and Values.

Major Responsibilities:

• Accountable for successful relationships with site/system administrative teams. Partners with site leadership and Patient Experience teams to develop and effectively execute a site implementation plan to hardwire and sustain the Signature Experience.
• Ensure Patient Experience project deliverables are completed on time, according to the predetermined specifications, and with the achievement of expected outcomes.
• Provide coaching and direction to site Patient Experience teams to ensure team effectiveness and achievement of outlined objectives.
• Serve as an expert resource for site leadership on organizational change, performance, development and all components of the Signature Experience model.
• Provides coaching to build skill for leadership teams on the use of evidence-based practices, tactics and techniques.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• Bachelor's Degree in Organizational Development, or
• Bachelor's Degree in Education.

Experience Required:

• Typically requires 5 years of experience in curriculum design, group facilitation and training, implementation of large scale transformation /change initiatives, organizational development, or human resource consulting, performance improvement.

Knowledge, Skills & Abilities Required:

• Ability to develop rapport quickly with all levels of leadership.
• Strong facilitation skills.
• Organizational assessment / diagnostic skills.
• Extensive knowledge of a strong consultative approach.
• Strong human relations and interpersonal skills.
• Ability to navigate and establish priorities in an often-ambiguous environment.
• Demonstrated organizational and prioritization skills.
• Excellent communication skills.
• Large group presentation skills.
• Proficient in Microsoft Word, Excel PowerPoint.
• Demonstrated knowledge of patient experience data analysis and report preparation.

Physical Requirements and Working Conditions:

• Operates all equipment necessary to perform the job.
• Exposed to a normal office environment.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.