MINIMUM

DESIRABLE

Education, Credentials, Licenses:

• Bachelor’s degree in Nursing, Human Resources, Communications, or other related field

• Master’s in nursing or other related field
• CXPS

Specialized Knowledge:

• Excellent verbal and written communication skills.
• Statistical background / ability to interpret data analysis and reporting
• Basic computer knowledge, including Microsoft Office suite of products, including Word, Excel, Power Point, Outlook.
• Understanding of customer service / patient satisfaction issues and their relationship to the organization
• Ability to assess problems and identify solutions
• Ability to facilitate partnerships with clinical and non-clinical stakeholders to improve patient experience
• Ability to supervise patient experience staff
• Ability to train others in patient experience issues and procedures
• Ability to assess problems and identify solutions
• Ability to work collaboratively with quality improvement project teams
• Commitment to quality and always putting the patient first
• Professional competencies:
• Process and Quality Improvement
• Healthcare Delivery Operations
• Training and Education
• Project Management
• Performance Analysis and Reporting
• Customer Service
• Relationship Management
• Team Management
• Innovative Thinking
• Execution Against Plans
• Strategic Planning

• Press Ganey, Epic and Midas knowledge helpful. Requires the ability to easily adapt to new programs and technology.
• Knowledge of quality improvement theories and processes

Kind and Length of Experience:

• 10+ years of healthcare experience and at least six years managing or supervising a high performing work team.
• Experience in training / education

• Problem solving experience with physicians and healthcare staff