Job Description

The Community Cares Champion leads the ongoing development and implementation of key components of the Service High Reliability Organization (HRO) to enhance the patient experience and ensure alignment with organizational goals. This role focuses on improving patient perception of care, physician engagement, and staff management. The Community Cares Champion serves as the primary point of contact for the facility's patient experience initiatives, including HCAHPS performance, and provides coaching, training, and tools to achieve high-quality outcomes.

Essential Functions

• Partners with the executive team to establish and sustain high-reliability service standards, ensuring consistency and excellence in the patient experience.
• Oversees the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey process, ensuring alignment with Centers for Medicare and Medicaid Services (CMS) reporting requirements.
• Develops and delivers timely, professional presentations of patient experience data and performance metrics to staff and leadership teams.
• Serves as a liaison to hospital leaders and staff, addressing patient experience needs and fostering engagement through training and coaching.
• Maintains systems and processes that provide staff and leaders access to relevant patient experience data and tools for improvement.
• Leads and participates in performance improvement initiatives related to the patient experience, service recovery, and quality outcomes.
• Collaborates with interdisciplinary committees focused on Quality, Service Recovery, and Patient Experience, contributing insights and strategies for improvement.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• Bachelor's Degree in Nursing, Business, Health Administration, or related field required
• Master's Degree in Nursing, Business, Health Administration, or related field preferred
• 2-4 years of experience in patient experience, quality improvement, or a related healthcare role required
• 1-2 years of leadership experience preferred

Knowledge, Skills and Abilities

• In-depth understanding of patient experience standards, HCAHPS, and CMS reporting requirements.
• Strong leadership and coaching skills to engage staff and drive performance improvement initiatives.
• Proficiency in data analysis and presentation tools to evaluate trends and communicate findings effectively.
• Excellent communication and interpersonal skills for collaborating with diverse teams and stakeholders.
• Knowledge of service recovery techniques and evidence-based practices to enhance the patient experience.

Licenses and Certifications

• RN - Registered Nurse - State Licensure and/or Compact State Licensure preferred