Imagine a career at one of the nation's most advanced health networks.

Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work.

LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day.

Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network.

Summary
Responsible for leading developing, implementing, and sustaining the Patient Satisfaction improvement strategy and action plan for the network/local site in order to achieve top-box performance in Patient Satisfaction survey scores. This role will be a combination of strategic and tactical application of activities required to achieve and maintain the patient satisfaction goals for the organization. Serve as the the primary resource for the senior leadership team to front-line staff including all aspects and departments of the organization in the achievement of the Patient Satisfaction goals.

Job DutiesDevelop and support patient experience strategies/projects that improve the overall patient experience throughout the local hospital campus and align with network experience strategy Rounding with intention and purpose throughout campus with colleagues and patients Communicate in-depth analysis of patient experience work to leadership Develop and convene appropriate colleague and patient advisory councils Identify and present key issues impacting the patient/family experience for senior management discussion and work with senior management to develop action and education plans Maintain consistent internal and external communication and marketing strategies to reflect patient experience as an essential component of the LVHN brand Oversee the operations of patient experience data reporting and internal education about patient satisfaction surveys including HCAHPS and NRC Performs service recovery
Minimum QualificationsBachelor’s Degree in clinical specialty, healthcare/business administration or related field. 5 years clinical or administrative experience in a healthcare leadership position with a focus on patient experience and/or customer service. Ability to execute and deliver measurable results. High level of analytic ability. Excellent communication skills (verbal and written) with a proven track record of effectively, interfacing, training, presenting information to multiple levels of the organization. Proficiency in writing and editing reports and other materials in the training and development. Must have a proven ability in planning, development of services, project management, leadership, and conflict resolution. Ability to multi-task and arrange priorities. Computer proficiency to include Microsoft Word, Excel, PowerPoint, and Outlook. Understanding of industry best practices.
Preferred QualificationsMaster’s Degree in clinical specialty, healthcare/business administration or related field. Process improvement methodologies, (e.g., six sigma, PDSA/PDCA) process management or change management. Statistical analysis skills and experience. Training in quality improvement, and/or project management, and/or Lean Six Sigma Green/Black Belt
Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

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Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes.

Work Shift:

Day Shift

Address:

1200 S Cedar Crest Blvd

Primary Location:

Lehigh Valley Hospital- Cedar Crest

Position Type:

Onsite

Union:

Not Applicable

Work Schedule:

Monday-Friday; 8:00a-4:30p

Department:

1004-13034 COH-Patient Experience