This enterprise-level position shares responsibility for implementing and sustaining Patient Experience initiatives designed to improve and ensure a consistently outstanding patient/family experience across the organization. The position utilizes evidence-based best practices to develop programs that are aligned with Nemours' strategic objectives to drive improvement around the Patient Experience. These programs include training and coaching to ensure new and existing associates have the tools needed to create and sustain an exceptional patient/family experience, as well as support of clinical and administrative leaders in developing and implementing action plans for Patient Experience-related goals. This individual acquires and maintains an in-depth knowledge of Patient Experience measurement and reporting techniques and utilizes data to identify barriers as well as opportunities for improvement in a concerted effort to support achievement of Nemours' strategic objectives.
Clinical Background/Experience required: RN, PT, OT, RT, Licensed Social Worker, etc.
Three to five years in a pediatric clinical setting preferred. Familiarity with Patient Experience initiatives within healthcare settings is additionally preferred.
Builds effective relationships to collaborate with leadership in the implementation of Patient Experience strategy, tools, and initiatives.
Provides guidance, training and coaching to operational leaders and staff for execution of best practices and targeted strategies on performance improvement efforts to positively impact associate/patient/family experience.
Translates the concepts of Patient Experience and patient relations into actionable behaviors. Works to implement system-wide solutions to impact performance.
Proactively works to identify opportunities for improvement through gap/data analysis and monitoring of patient/family feedback for all service lines system wide.
In coordination with Patient Experience Leaders, develops, conducts and evaluates Patient Experience training programs that facilitate the professional development and continuous learning of associates, leaders, and providers.
Tracks and evaluates the effectiveness of Patient Experience programs through objective measures.
Serves as subject matter expert for Patient Experience strategy, maintaining an active understanding of current thinking and programs related to Patient Experience.
Serves on appointed committees/leadership teams to develop measurement standard and evaluate programs/initiatives/education and their impact on patient family experience and alignment with strategic objectives.
Nemours is committed to improving the health of children. As a non-profit children’s health organization, we consider the health of every child to be a sacred trust. Through family-centered care in our children’s hospitals and clinics in Delaware, New Jersey, Pennsylvania and Florida, as well as world-changing research, education and advocacy, Nemours fulfills the promise of a healthier tomorrow for all children — even those who may never enter our doors. Nemours began more than 70 years ago with the vision of Alfred I. duPont to improve the lives of children and to do whatever it takes to prevent and treat even the most disabling childhood conditions. Today, through our children’s hospitals and health system, we directly care for 250,000 children annually in Delaware Valley and Florida, including families who travel from across the country and world to see our specialists — treating every child as we would our own. We also reach beyond the walls of our hospitals and clinics to be a voice for children on a national and international level, and to lead the way in prevention, intervention, education, and research. Nemours is growing to better serve the children and families in our ca...re. We have 1.1 million square feet of space currently devoted to providing children’s healthcare or under construction, all designed with significant input and advice from our patients and families.