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Cleveland Clinic



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Health Care-Cleveland Clinic
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Patient Experience Program Administrator: Fairview Job

Patient Experience Program Administrator

Reference Title
HR Use Only: Patient Experience Program Administrator: Fairview
Hospital: Cleveland Clinic Main Campus & Family Health Centers
Job Code: T30089
Pay Grade: 16
Schedule: Full Time
Shift: Days
Hours: 8am - 5pm
Job Details:

This position will be located at Fairview Hospital.

Summary: Leads the implementation of programs to improve the patient experience across Institutes within Cleveland Clinic. Develops and executes pilot programs. Analyzes and refines programs for adoption across the health system. Participates in policy and/or procedure development to support the sustainment of practices over time. Uses relevant metrics to evaluate success of initiatives and modifies programs as indicated.

Job Responsibilities: Develops pilot programs targeted to enhance patient experience and satisfaction. Identifies services to be offered, responsibilities of employees who serve as resources for program , including reporting relationships, coordinates project meetings and agendas, develops expectations related to response time from providers, develops process for tracking/managing outcomes and plans roll outs system-wide if applicable. Engages shareholders in program development. Meets routinely with physician champions, nursing directors, institute administration and department leaders from allied health centers to affirm expectations. Collaborates to assure that all solutions for improved patient satisfaction are considered and deliverable. Supervises program managers assigned to specific projects. Ensures that program managers meet established goals and expectations. Performs all management related duties specific to these employees (i.e. timekeeping, PTO, performance management, interviewing, hiring, corrective actions, terminations, salary administration, etc.) Introduces programs to hospital units for select inpatient admissions and outpatient clinical centers as appropriate. Focuses on patients at medical risk, long term stays, and former patients of need. Monitors process functionality and results. Initiates reviews of project requests and referrals in weekly reports from team. Prepares activity summary for Director and senior management. Assists with evaluating initial performance and reviews of service providers. Develops plans for continued implementation/rollout of programs' operations throughout the health system. Conducts preliminary planning sessions with institute and nursing floor administration, managers, and assembled team representatives. Assures staffing availability and readiness. Meets goals for program implementation schedule. Establishes system-wide practices for documenting steps and outcomes of patient experience programs. Assures that reporting methodologies are uniform among providers and coordinators; sets expectations for submission of documented results. Assesses pilot practices while testing methods of service provision . Refines methodologies during rollout and expedites process revisions through centralized communication. Monitors program efficiencies/ effectiveness directly with patients and families. Contributes to marketing of program and achievements via Cleveland Clinic media options. Highlights specific patient and employee experiences resulting from improved emotional experiences of patient populations. Represents Patient Experience projects to interested parties in campus and community venues. Assists with design of research studies that assess outcomes towards improved patient satisfaction results. Provides information sources and direction for data collection. Assists with studies' target definitions and reporting. Interfaces with patient advisory councils , assuring continuous dialogue of direct experiences. Implements appropriate process enhancements, specific to what customers value, through assimilation into patient experience program formats. Other duties as assigned.

Education: Bachelor's Degree in Business Administration, Health Care Administration or other related field of formal study required. Master's Degree is preferred and may substitute for some of the stated experience. Must possess strong written and verbal skills, excellent organization and time management skills.

Experience: Minimum six years of related and progressively responsible work experience in a medical practice or hospital setting. Licensure/Certification/Registration: None 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.

Category: Managerial/Professional/Physician

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