Improves the experience of our patients and their families by executing and overseeing individualized, focused customer service strategies within the service area, assuring our focus values are included in our culture. Is a fluent user of the online evaluation and improvement tools available through the third-party administrator of system patient experience surveys. These individuals provide education and physical support to operational teams for data interpretation, targeted action planning and best practice selection. Actively solicits the voice of the consumer through patient family advisory councils, secret shopping, focus group facilitation, etc. This role is embedded in the service area and responsible for supporting patient experience initiatives across all care settings. This role supports operational teams in training to ensure the patient experience is continually and uniformly presented, deployed and integrated across the health system. Reports directly to the Director of Quality, Safety and Patient Experience supporting the achievement of organizational goals and objectives.

At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.  

Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.  Here are just a few:      

• Expect paid time off, parental leave, 401K matching and an employee recognition program.   

• Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.  

• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.   

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.   

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience. 

Find a fulfilling career and make a difference with UnityPoint Health.

Project/ Team Member Management

• Assists with patient experience training of department team members, physicians, leadership, other key stakeholders and new hires.
• Implements short- and long-range patient experience improvement strategies and objectives consistent with the goals of the enterprise.
• Responsible for setting goals and objectives for team members to achieve operational needs.
• Tracks and reports patient experience performance reviews scores.
• Oversees Interpretation Services for our patients and their families.
• Supervisory Responsibility for Greeters and First Impression team members at our entrances.
• Completes and conducts performance reviews with direct reports.
• Develops coaching and corrective action plans as needed to influence team members related to performance and behaviors.

Communication and Planning

• Integrates the patient experience into all work processes.
• Is a strong voice for the patient experience across all departments. Encourage communication of positive patient stories as well as avoidable sufferings.
• Utilizes good, cost-effective judgement with discretionary expenditures.
• Stays abreast of trends and developments in the field by reading appropriate literature and attending seminars, training programs or related conferences.
• Coaches leaders, physicians and team members to support development of the Patient Experience foundational behaviors and UPH Values.
• Initiates research and development of best practices in Patient Experience.
• Assists with implementation of tactics around short- and long-range patient experience and engagement improvement strategies and objectives consistent with the goals of the health system.
• Facilitates teams for project work and supports other team’s work performed in relation to the patient experience.
• Monitors patient experience data, identifies and investigates areas of concerns and works with cross-departmental teams to implement plans to resolve issues patient experience and organizational services.
• Partners with leadership in the resolution process related to handling patient/guest disputes.

• Bachelor’s Degree in Business or Clinical field.
• A minimum of 3 years of professional experience that has allowed the candidate to grow in knowledge of customer service, patient relations, training and development experience.
• Highly motivated, self-starter who works effectively with minimum supervision. 
• Must be well organized and efficient. 
• Must be comfortable providing training and presenting in front of groups. 
• Must have an ability to organize work quickly and efficiently and be comfortable working against deadlines. 
• Must exhibit professional, friendly attitude both on the telephone and in person. 
• Must be able to prioritize work and adjust projects to meet changing demands. 
• Ability to establish and maintain effective working relationships with UnityPoint Health staff, affiliated physicians and businesses, community and other professional groups. 
• Ability to understand and apply guidelines, policies and procedures. 
• Excellent collaboration and team-building skills.
• Excellent interpersonal and communications skills (verbal and written). 
• Ability to establish and maintain effective working relationships with all staff, physicians, and business, industry, community and other professional groups. 
• Knowledge of customer service theories and practices, and knowledge of healthcare services and patient relations required.