The Patient Experience Partner (PEP) serves as a member of the CVMC Performance Improvement Department and is matrixed with the UVMHN Department of Patient Experience. This position provides support to Central Vermont Medical Center (CVMC) by identifying, understanding, and attending to opportunities to improve the patient and family experience in all care settings at CVMC except Woodridge Nursing Home and Rehabilitation.
The PEP facilitates the management and resolution of patient complaints and grievances, and supports CVMC patients, families, providers, and staff to navigate opportunities for improving the patient experience. The PEP utilizes clinical knowledge as well as high level communication, negotiation and mediation skills to achieve optimal outcomes. The PEP is integral to risk mitigation and crisis management, performance improvement, patient safety, and customer satisfaction.
The PEP serves as an internal consultant to organizational leaders and providers to improve the human experience at CVMC. They collect, analyze, report, and present patient experience data to leverage findings in making recommendations to operational and clinical leaders to improve the patient experience. In partnership with operational leaders, the PEP supports organization-wide goals and action plans for improving the patient experience. The PEP provides consultative support, coaching, and education to the organization’s employees in the application of key practices designed to improve the patient and family experience.
EDUCATION REQUIREMENTS
A Bachelor of Science degree in healthcare-related or customer-service related field is required. A master’s degree in healthcare, communications, customer service, business administration, or a related field is preferred.
Certification as a Certified Patient Experience Professional is preferred.
EXPERIENCE REQUIREMENTS
Five or more years in a health care setting with experience in patient experience, data analysis, customer service, or process improvement related work. Skills in public speaking, presentation, and instruction are desirable.