Patient Experience Specialist

Company: RMA Network
Location: Basking Ridge
Posted on: February 23, 2021

Job Description:

Description IVIRMA Global is seeking a Patient Experience Specialist--to lead development and execution of methods, programs and initiatives to positively impact Reproductive Medicine Associates of New Jersey ( RMANJ) patient experience supporting the quality of care for our leading reproductive health organization.-- The Position: The Patient Experience Specialist--works closely with RMANJ leadership and staff to identify, plan, design and implement patient experience improvement strategies. This position works in partnership with Patient Services, Marketing, Call Center and clinical teams, and collaborates with other RMANJ departments and stakeholders, to ensure achievement of our patient experience goals. The Patient Experience Manager cultivates and maintains partnerships across RMANJ to work proactively on solutions that support service excellence for our patients. The Patient Experience Specialist requires experience in coaching, problem solving, diagnostic and influencing skills to support achievement of our patient experience vision and goals. The role reports to the Executive Director, Operations RMANJ. Responsibilities:

• Develop and implement organization wide approaches, policies and procedures to provide excellence in patient care
• Advocate for and respond to patient care concerns real-time and by incorporating insights into action plans
• Lead patient care issue resolution including but not limited to investigation, follow up with patients, care providers, teams and staff
• Proactively identify and prioritize opportunities to improve patient experience and recommend solutions
• Regularly review and observe patient experience workflows across the NJ clinics to provide coaching, training and recommendations to enhance patient rights and service excellence
• Provide strategic direction and training on patient care experience to managers and staff across the organization
• Use patient experience data to provide in-depth, proactive consultation and develop corresponding action plans that include coaching and directing staff in service improvement methods
• Develop and implement employee recognition strategies, in collaborating with RMANJ leadership, to support, promote and maintain patient experience service excellence programs and initiatives
• Track concerns and issues, identify trends and prepare patient experience related report for leadership and stakeholders
• Provide updates on initiatives and related programs at monthly Clinical Operations and Executive Committee meetings
• Ensure all programs, initiatives and actions comply with HIPPA patient privacy, rights and related regulatory requirements & maintain appropriate related
• Maintain open lines of communication to assure continuous improvement in patient satisfaction across the organization
• Contribute to the development and implementation of other projects, programs, procedures and guidelines to support and align with patient care and service excellence objectives QUALIFICATIONS
  • Bachelor's Degree in Health Administration, Public Health, Business Administration, Business, Organization Development/Human Resource or related field, Master's degree a plus
  • 4+ years of demonstrated service excellence experience; prior patient service, hospitality or customer service experience preferred
  • Healthcare sector experience desirable but not required
  • Strategic mindset and ability to consider implications & impacts to patient experience
  • Able to quickly build strong relationships at all levels across the organization
  • Strong verbal and written communication skills
  • Detail-oriented with strong project management and organizational skills including proactive planning, follow-through and follow-up
  • Ability to manage multiple projects and tasks in a fast-paced changing environment
  • Solid technical competencies in spreadsheet and database applications, data query tools and all Microsoft Office applications
  • Ability to travel to RMANJ clinic locations About IVIRMA : Founded in 2017 when the Valencian Infertility Institute (IVI) merged with Reproductive Medicine Associates (RMA), IVIRMA Global is the world's largest company exclusively devoted to human Assisted Reproduction Technology (ART). IVIRMA currently has more than 70 centers in 11 countries with clinics in the United States, Spain, Portugal, Italy, United Kingdom, Panama, Argentina, Chile, Brazil and the UAE. Self-funded research, a fundamental pillar of the organization, supports the group's high success rates around the world. IVIRMA's scientific innovation, technological progress, educational commitment, and clinical expertise support one common goal: Excellence in Patient Care. RMA , originally established in 1999, is the U.S.-based network of fertility clinics that are part of IVIRMA Global. To learn more about RMA, visit www.rmanetwork.com .

Keywords: RMA Network, Newark , Patient Experience Specialist, Other , Basking Ridge, New Jersey