Group Patient Experience Improvement Specialist

Job Description

• Coordinate with the group patient experience to implement patient experience improvement plans and tools, to establish streamlined workflows and performance across the group.
• Coordinate with the group patient experience on monitoring KPIs for patient experience and communicate these to the hospitals.
• Identify patient journey processes within the organization and analyze them to understand their workflow, inputs, outputs, bottlenecks, and pain points by gathering data, observing operations, and conducting interviews with stakeholders.
• Create process maps for visual representations (flowcharts or diagrams) of the current patient journey processes to gain a clear understanding of the steps involved and the sequence of activities.
• Collect relevant data and metrics to quantify the performance of the patient journey processes such as wait times, show rates, patient experience tools utilization rates, etc.
• Propose and implement patient experience improvement initiatives and optimizations based on analysis and industry best practices by streamlining steps, eliminating redundancies, or automating manual tasks, etc.
• Collaborate with stakeholders, cross-functional teams, and department leaders to gain insights into process challenges and opportunities for improvement.
• Engage in discussions with patients, families and staff to generate innovative ideas and consensus on improvement strategies through patient and family advisory committee.
• Establish performance metrics and key performance indicators (KPIs) to measure the success of process enhancements and track progress over time.
• Assist in the planning and execution of process changes, including the development of training materials, communication plans, and support during the transition period.
• Identify and recommend technology solutions or tools that can further enhance process efficiency and effectiveness. Collaborate with IT teams to integrate these solutions seamlessly.
• Ensure that process enhancements adhere to quality standards, compliance requirements, and best practices.
• Document all process changes, new procedures, and improvement efforts to maintain a record of progress and facilitate knowledge sharing among team members.
• Conduct cost-benefit analyses to evaluate the financial impact of proposed process enhancements. This helps in prioritizing improvement initiatives based on their potential return on investment.
• Identify and evaluate potential risks associated with process changes and implementing mitigation strategies to minimize disruptions.
• Continuously monitor the performance of the enhanced processes and gather feedback from stakeholders to make further improvements and adjustments as needed.
• Apply Lean and Six Sigma principles and methodologies to identify and eliminate process inefficiencies and waste.

Person-Centered Care and CARE+ Communication

• Provide individualized emotional, physical spaces and assess the emotional needs for care that are in tune with trust to keep pace with changing needs and their lifestyle.
• Direct the person-centered care principles to comply with CARE+ communication and service standards throughout the group.
• Incorporate patients and their family's feedback from patient shadowing and other methods and work collaboratively towards a plan that is efficient for everyone to adopt and promote person-centered care principles.
• Develop improvement plans with other specialists, supervisors, and team leads based on all the data findings and trends to ensure that plans respond to person-centered care principles and global best practices.

Policies, Standard Operating Procedures, and Patient Journeys

• Implement patient experience policies, standard operating procedures and journey maps covering end-end patient journeys, such as outpatient journey, radiology journey, pharmacy journey, labor and delivery journey, operating theatre journey, etc.
• Participate in the continuous improvement of existing policies, processes, and procedures to drive improvement in patient experience and better insights and analysis.