Job Description

Leads administration, supervision, implementation, promotion and integration of patient experience efforts and initiatives in the Cleveland Clinic health system local entities; coordinates and manages activities, events and programs specific to patient experience goals of health system entities; responds to gaps and opportunities; identifies and shares best practices; contributes to and supports health system wide patient experience goals and initiatives. Works under the direction of Office of Patient Experience or Regional Hospital.Responsibilities:Partners with entity leadership including physician; nursing and administration to lead patient experience (PE) initiatives.Continuously monitors and evaluates the efficiency and effectiveness of entity PE activity; identifies opportunities for improvement and develops action plans; contributes to design, development, implementation and sustainability of healthcare system PE initiatives.Partners with data intelligence team to ensure accurate, timely and meaningful reporting of patient experience data, acting as or collaborating with entity PE data champion.Leads entity level PE infrastructure, through committees and collaborates with entity leadership to prioritize PE efforts.Educates entity caregivers at all levels about PE, acting as a subject matter expert.Acts as a liaison for patient experience activities across the CC health system by ensuring timely communication of initiatives between local entity and Office of Patient Experience and ensuring health system alignment.Other duties as assigned.Facilitates varied and/or complex patient experience training programs to caregivers and management with an emphasis on training trainersLeads the development and provides insight for the delivery and implementation of patient experience education and training across the enterpriseCurriculum Development/Driving Improvement - meeting H.E.A.R.T. Module needsEducation: Bachelor's Degree in Business Administration, Healthcare Administration, Nursing or other related field required; Master's Degree preferred.Must possess strong written and verbal skills, excellent organization and time management skills.Certifications: None plexity of Work: Within scope of job, requires critical thinking skills, decisive judgment and the ability to work with minimal supervision.Must be able to work in a stressful environment.Work Experience: Minimum of 6 years of related and progressively responsible experience in a healthcare setting or 4 years healthcare experience with additional experience in customer service or project management; strong communication and customer service experience and skills; demonstrated knowledge of group facilitation, team building, teaching skills, management of projects and analysis.Must be able to work with a high level of independence, use good judgment/discretion in decision-making and excellent problem solving skills.Physical Requirements: Typical physical demands include a high degree of dexterity to produce materials on a PC or Word Processor; normal or corrected vision, extensive sitting and frequent walking, occasional lifting or carrying of 5 to 15 pounds.Personal Protective Equipment:Follows standard precautions using personal protective equipment as required.Pay RangeMinimum hourly: $33.46Maximum hourly: $51.03The pay range displayed on this job posting reflects the anticipated range for new hires. While the pay range is displayed as an hourly rate, Cleveland Clinic recruiters will clarify whether the compensation is hourly or salary. A successful candidate's actual compensation will be determined after taking factors into consideration such as the candidate's work history, experience, skill set, and education. This is not inclusive of the value of Cleveland Clinic's benefits package, which includes among other benefits, healthcare/dental/vision and retirement.

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