About this role
The Patient Experience Outreach Advisor serves as an onsite change agent, coach, and trusted partner to medical practice clinics, helping leaders and staff improve the overall patient experience. Working under the direction of the Senior Manager of Patient Experience Design and Improvement, this role partners closely with clinic managers to implement patient experience strategies, action plans, and best practices that drive meaningful improvement. The ideal candidate will understand the patient experience within a clinical setting and be comfortable reviewing and translating patient feedback and data, including survey responses, complaints, social media feedback, and patient rounding, into actionable opportunities for improvement. This position provides hands-on coaching, training, and support to clinic teams while motivating leaders and staff to achieve established goals and milestones. What we do here changes the world. UTHealth Houston is Texas’ resource for healthcare education, innovation, scientific discovery, and excellence in patient care. That’s where you come in. Once you join us you won't want to leave. It’s because we reward our team for the excellent service they provide. Our total rewards package includes the benefits you’d expect from a top healthcare organization (benefits, insurance, etc.), plus:
• 100% paid medical premiums for our full-time employees • Generous time off (holidays, preventative leave day, both vacation and sick time – all of which equates to around 37-38 days per year) • The longer you stay, the more vacation you’ll accrue! • Longevity Pay (Monthly payments after two years of service) • Build your future with our awesome retirement/pension plan! We take care of our employees! As a world-renowned institution, our employees’ wellbeing is important to us. We offer work/life services such as...
• Free financial and legal counseling • Free mental health counseling services • Gym membership discounts and access to wellness programs • Other employee discounts including entertainment, car rentals, cell phones, etc. • Resources for child and elder care • Plus many more! Position Summary: Under the direction of the Senior Manager of Patient Experience Design and Improvement, acts as an onsite change agent, coach, and trainer for the Practice Plan to improve the patient experience at the medical practice clinics. Supports clinic managers to get their action plans in motion and follows the strategy that has been set forth by the Practice Plan that represents best practices. Understands the patient experience in a clinical setting. The ability to review and articulate patient experience data (survey responses, complaints, social media, and rounding on patients) is essential. This position is responsible for clinics but can change over time as clinics will be reassessed based on their needs. Must be able to travel in Houston and the surrounding area. Position Key Accountabilities:
• Understands patient experience data and shares opportunities for improvement. • Works well in a team environment in all situations (internal department or clinic) by offering ideas and creative solutions. • Motivates clinic manager and staff to meet milestones and reach goals. Influences clinic leaders to what is patient-focused that will create the best patient experience outcomes. • Works with staff through observation, coaching, or training standards or best practices to reach expected goals. • Promotes and follows the Practice Plan patient experience strategy and does not deviate from that. • Projects plan initiatives that improve the patient experience at the clinics. • Self-manages work schedule to be effective. Work is scheduled to impact the clinic's improvement. • Manages multiple clinics' patient experience needs at the same time. Embraces new challenges and not be resistant. • Travels to different clinics each week or what is requested based on practice needs. • Performs other duties as assigned.
Certification/Skills:
• None Minimum Education: Bachelor's Degree required Bachelor's Degree in Public Health, Health Administration, Business Marketing, Organizational Development, or a related field preferredMinimum Experience: 2 years of experience in the patient experience field in a healthcare system or a large physician practice, showing impact and improvement required Hospital or medical practice experience preferred Experience with patient experience vendors (e.g., NRC Health, Press Ganey, or others) preferredPhysical Requirements: Exerts up to 20 pounds of force occasionally and/or up to 10 pounds frequently and/or a negligible amount constantly to move objects.Security Sensitive: This position is a security-sensitive position pursuant to Texas Education Code §51.215 and Texas Government Code §411.094. To the extent that a position requires the holder to research, work on, or have access to critical infrastructure as defined in Texas Business and Commerce Code §117.001(2), the ability to maintain the security or integrity of the infrastructure is a minimum qualification to be hired for and to continue to be employed in that position. Personnel in such positions, and similarly situated state contractors, will be routinely reviewed to determine whether things such as criminal history or continuous connections to the government or political apparatus of a foreign adversary might prevent the applicant, employee, or contractor from being able to maintain the security or integrity of the infrastructure. A foreign adversary is a nation listed in 15 C.F.R. §791.4.Residency Requirement: Employees must permanently reside and work in the State of Texas.