Patient Experience Leader I, Full-time, Days

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 ExcellencePresents a friendly, approachable professional demeanor and appearanceProvides 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 wayUses effective service recovery skills to solve problems or service breakdowns when they occurDemonstrates teamwork by helping co-workers within and across departmentsCommunicates effectively with others, respects diverse opinions and styles and acknowledges the assistance and contributions of othersServes as a role model and coach to others; builds partnerships and teamsPatient Experience Coaching and Program ManagementCollaborate 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 outcomesLead or participate in local, regional and/or system committees and multidisciplinary improvement projects with measurable resultsFacilitate committee meetings, including development of committee structure, meeting minutes, reports, dashboards, and related correspondenceDesigns, packages and presents Board and executive-level presentations and written communications with minimal oversightCollaborates with NM system functions to implement programs and initiatives that support improving patient experience (NM Academy, HR, Process Improvement, Analytics, etc.)Patient Experience Data AnalysisCreates, distributes and analyzes patient satisfaction reports utilizing NM and vendor reporting tools