Patient Experience Consultant

Location: Geisinger South Wilkes-Barre (GSWB)

Shift: Days (United States of America)

Scheduled Weekly Hours: 40

Worker Type: Regular

Exemption Status: Yes

Job Summary

Provides unique patient experience and service excellence subject matter expertise and leadership to drive change.

Responsibilities

• Leads key patient experience improvement initiatives primarily in the inpatient setting.
• Monitors patient satisfaction ratings and collaborates in determining benchmark and target performance goals.
• Identifies opportunities for improvement in patient satisfaction and experience.
• Develops recommended action plans for improvement.
• Coordinates and supports stakeholders and clients in execution of action plans to improve patient experience.
• Monitors the process and outcomes related to improving patient experience, identifies challenges and barriers, and coordinates resolutions to overcome barriers in collaboration with key team members and stakeholders to ensure success.
• Provides training curriculum and content development, and logistical facilitation, and delivery support.
• Coaches and mentors individuals, providers, nurses and non‑clinicians who have patient contact, to improve their ability to achieve higher levels of patient satisfaction.
• Solicits and provides key inputs in support of communication and awards and recognition programs.
• Provides regular communication to leadership on improvement process measures and project timelines and progress.
• Work is typically performed in an office environment.
• Accountable for satisfying all job specific obligations and complying with all organization policies and procedures.

Education & Requirements

• Requires a Bachelor’s Degree.
• Preferred: Bachelor’s Degree in a healthcare related field.

Experience & Certifications

• Minimum 5 years managing people, processes, or projects (required).
• Minimum 5 years in customer service (required).

Skills

Office Administration

Benefits

• Full benefits (health, dental and vision) starting on day one
• Three medical plan choices, including an expanded network for out‑of‑area employees and dependents
• Pre‑tax savings plans with healthcare and dependent care flexible spending accounts (FSA) and a health savings account (HSA)
• Company‑paid life insurance, short‑term disability, and long‑term disability coverage
• 401(k) plan that includes automatic Geisinger contributions
• Generous paid time off (PTO) plan that allows you to accrue time quickly
• Up to $5,000 in tuition reimbursement per calendar year
• MyHealth Rewards wellness program to improve your health while earning a financial incentive
• Family‑friendly support including adoption and fertility assistance, parental leave pay, military leave pay and a free Care.com membership with discounted backup care for your loved ones
• Employee Assistance Program (EAP) with referrals for childcare, eldercare, & pet care, free legal guidance, mental health visits, work‑life support, digital self‑help tools and more
• Voluntary benefits including accident, critical illness, hospital indemnity insurance, identity theft protection, universal life and pet and legal insurance

Equal Opportunity Employer Statement

We are an affirmative action, equal opportunity employer. Women and minorities are encouraged to apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.