RN Emergency Department Clinical Improvement Strategist- Patient Experience -Maitland
March 2, 2018
Full Time - Experienced
Florida Hospital seeks to hire a Clinical Improvement Strategist who will embrace our mission to extend the healing ministry of Christ.
Established in 1908, Florida Hospital is one of the largest not-for-profit healthcare systems in the country, caring for more than a million patients each year. The Maitland Office Plaza houses our highly skilled teams that support our hospital system including Marketing, Patient Financial Services, Revenue Management, the Credit Union and Human Resources. The Trickel Building, a two-story office structure, creates an atmosphere of health and healing, with a healthy-style café and quaint chapel. The main lobby is filled with lush greenery and a light trickle of water, creating a holistic environment.
Monday – Friday; 8:00am – 5:00pm
The Clinical Improvement Strategist is responsible for improving patient satisfaction (Press Ganey/CMS CAHPS) key performance indicators (KPIs) throughout the Florida Hospital System. Partners and consults with assigned market region senior executives, physicians, and other clinical team members to support clinical and non-clinical areas in the planning, development, implementation and evaluation of a comprehensive patient and family experience strategy across the Florida Hospital System care continuum. Collaborates with campus clinical departments and leadership teams to ensure that Florida Hospital is in a constant state of improvement to drive patient experience to top-decile performance. The Clinical Improvement Strategist is seen as an expert in the field of patient and family experience, and conducts observations and assessments (audits) on clinical departments, providing expertise on strategies and initiatives that are enhancing or hindering exceptional experiences. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.
Strong organizational skills, self-directed, and ability to manage multiple priorities/projects
Effective oral and written communication skills, with the ability to articulate complex information in understandable terms to all levels of leadership, physicians, and staff
Proficiency in Microsoft Office Suite
Highly skilled public speaker with ability to effectively communicate to small and large audiences of executive leaders, physicians and frontline staff
Excellent communication, interpersonal skills and ability to lead, facilitate, consult, research and educate
Ability to manage and work with a diverse group of individuals, while striving for excellence
Ability to accept responsibility for actions and results, with a drive to achieve and outperform, while continuously looking for improvements
Problem solving and listening skills with the ability to coach, mentor and motivate
Ability to be a change agent who positively influences others to gain acceptance for important System and clinical programs and processes
Ability to teach, translate, and interpret patient satisfaction and voice of the customer data as a tool to enhance patients’ and families’ experiences
Knowledge of clinical operations; safety, regulations, processes, finance.
Bachelor’s degree (BSN) or three years clinical nursing experience
Two years clinical nursing experience
Proven experience in behavioral coaching and leadership
Experience or participation with ability to educate, mentor, counsel effectively (preferred)
Licensure, Certification, or Registration Required:
State of Florida Registered Nurse license
Certification in training and/or human performance improvement such as Certified Professional in Learning and Performance (CPLP) and/or Human Performance Improvement Certification (HPI) Issued by ASTD (Association of Talent Development or University Sponsored Curriculum) (preferred)
Demonstrates through behavior Florida Hospital’s Core Values of Integrity, Compassion, Balance, Excellence, Stewardship and Teamwork as outlined in the organization’s Performance Excellence Program
Partners and strategizes with senior executive and department leaders in improving clinical patient and family experience strategies; researches evidence-based best practices internally and externally, as well as manages projects for patient experience improvement initiatives.
Serves as a consultant to assigned market region, consisting of multiple Florida Hospital Campuses. Partners with Analytics Improvement Strategist in creating strategies and forecasting performance for market region; campuses, service lines and departments.
Performs clinical observations and assessments (audits) for all clinical departments and units, to assess best practices and opportunities for improvement. Write debrief report of findings; consult senior executives and department leaders on recommended cultural change to drive KPIs.
Educates, supports and provides training to leadership, physicians and staff on the Florida Hospital Sequential Steps; clinical practices that provide a safe, efficient and effective care experience.
Extracts, verifies, compiles, analyzes and formats clinical evidence-based best practices from leading Healthcare Systems and other healthcare industry sources for planning, decision making, and evaluation and accountability purposes.
Collaborates with all FH campuses in training presentations and facilitating the patient and family experience culture curriculum. Including educating and orientating new and current staff to patient experience behaviors and standards.
Consults and presents patient satisfaction results and findings using written and narrative descriptions, charts, graphs and tables, and/or presentation form to departments to assess patient experience strategies effectiveness.
Leads change and develops relationships with hospital leaders and physicians to assist them in removing experience obstacles, coach and mentor them/their staff on behaviors.
If you want to be a part of a team that is dedicated to delivering the highest quality in patient care, we invite you to explore the Clinical Improvement Strategist opportunity with Florida Hospital and apply online today.
Florida Hospital is dedicated to improving lives not only in Central Florida, but also around the world. As a destination hospital, we are committed to serving the health care needs of our patients with a holistic approach to heal the mind, body and spirit. We strive to be the hospital of choice for patients, physicians and employees. Over the last 100 years, Florida Hospital’s mission remains unchanged: to extend the healing ministry of Christ.