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Company: MedStar Medical Group
Location: Columbia, MD
Career Level: Associate
Industries: Not specified
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Description

The Service Excellence Specialist is a key resource in service excellence projects, participating in program development/delivery, and improvement training and mentoring for medical practice associates and physicians related to improving the patient experience. Leads or participates in patient experience best practice initiatives. Collects, analyzes and reports on patient survey results and recommends, develops, and implements improvement strategies.
Education

  • Bachelor's degree in Public Health, Business Administration, Marketing/Communications, Healthcare or related field required
Experience
  • 1-2 years of current, directly related experience required
  • Experience in health care required
Licenses and Certifications
  • Certified Patient Experience Professional (CPXP) Certified Patient Experience Professional (CPXP) thru the Beryl Institute within 1 Year required
Knowledge, Skills, and Abilities
  • Training in performance improvement and patient experience, and data management such as patient satisfaction
  • Acts as a key resource for patient experience measurement by supporting end-users of the patient experience measurement platform can effectively pull and use results. Acts as a resource to medical practice leadership in interpreting data, developing effective action plans resulting strategies and tactics.
  • Prepares routine, ad hoc reports and key data reports that will be used to plan and measure success of service excellence initiatives. Prepares findings in graphic and written formats that are meaningful and appropriate.
  • Assists in maintaining the integrity of the survey process for all survey tools, including sampling methodology, sample plan, response rates, data exchange, and reporting results on a timely basis. Ensures that practice data is mapped appropriately.
  • Supports director in critical MMG service excellence initiatives including Patient Experience Committee, mystery shopping and other performance improvement efforts.
  • Conducts ongoing assessments in collaboration with leadership and medical staff culture, customer service, operations, environment to identify opportunities to enhance the patient and visitor experience.
  • Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with government and accreditation regulation.
  • Performs other duties and responsibilities as needed.


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