Patient and Physician Experience Specialist - 22-240 Job at Hill Physicians Medical Group
We’re delighted you’re considering joining us!
At Hill Physicians Medical Group, we’re shaping the healthcare of the future: actively managed care that prevents disease, supports those with chronic conditions and anticipates the needs of our members.
Join Our Team
Hill Physicians has much to offer prospective employees. We’re regularly recognized as one of the “Best Places to Work in the Bay Area” and have been recognized as one of the “Healthiest Places to Work in the Bay Area.” When you join our team, you’re making a great choice for your professional career and your personal satisfaction.
Reporting to the Manager, Patient and Physician Experience, the Patient and Physician Experience Specialist will serve as the Patient Experience leader and liaison for Hill Physicians Medical Group. This individual will be responsible for supporting the development, implementation and evaluation of patient and physician experience program(s) and project initiatives across assigned region(s). The specialist will identify performance and process improvement opportunities to drive measurable improvement. This individual will also lead curriculum design and coaching that will support Hill Physicians Patient and Physician Experience training facilitation and professional development strategy.
Job Responsibilities
Assess
- Administers gap analyses and observations to determine appropriate application of performance improvement, training, and development opportunities.
- Measures and evaluates the impact of program(s) and initiatives that support department goals and tactics.
- Connects and consolidates all relevant external, internal, and supporting data sets that measure patient experience and or performance.
- Conducts data mining of all patient experience data sets and applicable supporting data, to build spreadsheet models, graphs, and or dashboards.
Reviews and Supports
- Identifies skills knowledge and or competency gaps of medical practices and physicians to develop subject-centered, learner-centered, and problem-centered curriculum that supports Hill Physicians physician and staff training and development program(s).
- Manages and maintains patient feedback to identify unmet patient/customer needs, quality grievance concerns and opportunities for positive recognition.
- Collaborates with stakeholder and organizational departments to enhance physician and patient communication that supports department goals and tactics.
Defines
- Provides knowledge and communication of changes within Healthcare and Hill Physicians; reinforcing goals of department, insight of Government and Reimbursement Quality programs and impact of change related to Patient Experience and Physician Experience department programs and business initiatives.
- Communicates and implements insights related to optimal relationship centered best practices to influence effective program and project development.
Implements
- Creates training and development classes and resources related to patient experience and intrapersonal/interpersonal skills development.
- Clearly communicates data outcomes and effectively implements data storytelling, i.e., presentations and resources using graphs and visualizations.
- Builds off identified gaps and leads engaging physician and patient programs, initiatives, and training strategies.
Other Responsibilities
- Provides expertise, support and guidance as needed to other internal and external team members to assist with the patient experience programs and or initiatives.
- Must establish credibility and establish and maintain an effective working relationship with members of the medical practice (physician, manager, office staff, etc.) and project support team (PriMed, health plans, consultants, etc.).
- May perform other duties and participate on other special projects to support various organizational initiatives, as requested.
Required Experience
- Minimum of 5 years applicable experience in health care; including practice management and/or clinical care and/or patient experience and/or quality management and/or performance excellence/improvement and/or organizational management.
- Minimum of 2 years applicable experience in training and development and/or organizational development/coaching and facilitation.
- Intermediate/Expert Level in Microsoft Excel
- Excellent program and project management skills
- Strong analytical and data mining skills
- Adept at performing in a highly matrixed, fast paced, virtual environment
- Ability to establish priorities, work independently, and proceed with objectives without supervision.
- Self-directed, requiring minimal supervision
- Demonstrated written and verbal facilitation and training communication skills
- Experience implementing change management and performance/process improvement methodologies and/or design thinking.
- Proficiency with electronic health care systems (EHR, mobile connectivity solutions, telehealth) that influence clinical outcomes or able to rapidly achieve proficiency
- Demonstrated success in managing multiple projects simultaneously and in meeting deadlines
- Capacity to influence multiple teams toward a common goal
Required Education
- High School Diploma or equivalent
Salary Range
$79,200.00 to $103,000.00
Additional Information
Hill Physicians is an Equal Opportunity
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