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Steward Health Care System Patient Experience Advisor in Mesa, Arizona

About Mountain Vista Medical Center

Mountain Vista Medical Center is a 178-bed, state-of-the-art hospital located in east Mesa, Arizona, offering comprehensive health care services, including emergency care, heart care, advanced surgical procedures, orthopedics, breast care, maternity care, women’s services, and help for a broad range of medical conditions. The Medical Center is equipped with the most advanced medical technology, in a resort-like setting, with features that include all private rooms, electronic health records, room service, and wireless Internet access. For more information about Mountain Vista Medical Center and its services, please visit www.mvmedicalcenter.org, on Facebook at www.facebook.com/MountainVista/, or call 1-877-924-WELL (9355).

Position Summary:

Patient Experience Advisors act as an internal consultant and resource to SMG physician practices with a goal of driving performance excellence in patient experience. Reporting to the Director of Patient Experience, the Patient Experience Advisor serves as a facilitator and change agent for continuous cultural and patient experience performance improvement by providing practice based real time observation and feedback, patient experience education, patient survey analytics and patient comments, secret shopper initiatives, patient complaint resolution and service recovery and general patient experience support for the employed physician practices. Using patient survey data and analytics the Patient Experience Advisor will identify opportunities for improvement, implement improvement initiatives and measure success using concrete patient survey data.Patient Experience Advisors act as an internal consultant and resource to SMG physician practices with a goal of driving performance excellence in patient experience. Reporting to the Director of Patient Experience, the Patient Experience Advisor serves as a facilitator and change agent for continuous cultural and patient experience performance improvement by providing practice based real time observation and feedback, patient experience education, patient survey analytics and patient comments, secret shopper initiatives, patient complaint resolution and service recovery and general patient experience support for the employed physician practices. Using patient survey data and analytics the Patient Experience Advisor will identify opportunities for improvement, implement improvement initiatives and measure success using concrete patient survey data.

Required Knowledge & Skills

  • Knowledge of process improvement techniques

  • Must possess the ability to present and explain complex material to physicians and other providers and practice staff in an engaging and professional manner;

  • Strong ability to analyze, interpret, and evaluate data resulting in actionable recommendations;

  • Demonstrated proficiency preparing spreadsheets, graphs and other presentation materials;

  • Proven administrative and coaching ability in complex environments;

  • Demonstrated performance in project management, process improvement and project implementation;

  • Excellent presentation and organizational skills; Excellent oral and written communication skills;

  • Must have strong problem solving ability;

  • Ability to prioritize and manage multiple projects and demanding workloads

  • Knowledge of managed care principles and physician practice;

  • Must be able to work in a team environment, with good communication skills, supportive attitude and the ability to provide mentorship when appropriate

Education/Experience/Licensure

I. Education: Bachelor’s degree in related field required (or equivalent combination of education and experience), Masters degree a preferred.

II. Experience: Five to seven years experience working with physician practices in a clinical, clinical support or quality capacity.

III. Certification/Licensure: N/A

IV. Software/Hardware: MS Office Suite

V. Other: Understanding of the health care delivery setting. Experience with diverse populations a plus. Lean or Six Sigma training a plus.

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