Patient Experience Advisor (Western region)- hybrid

This position covers Carilion's Western region (Carilion New River Valley Medical Center, Carilion Giles Community Hospital, Carilion Tazewell Community Hospital and their footprints) and will be a combination of onsite and remote work.

The Patient Experience Advisor drives and fosters a culture of patient/family-centered care. Oversee the facilitation and implementation of the System Patient Experience strategy to improve patient experience. Works under the direction of the Senior Director-Patient Experience to design and implement initiatives to facilitate service excellence and enhance patient experience. Promote and monitor clinically sound programs in an effort to create a meaningful, highly customized, patient- and family-centered experience in a healing environment. Identifies opportunities and leads initiatives that result in enhanced patient experience and contribute to bottom line performance because of continuous improvement in Patient Experience scores, to include CAHPS scores.

• Provides direction for administrative and clinical project leaders in developing patient experience plans and executing strategies necessary to fulfill complex experience upgrades. Provides guidance to all stakeholders.
• Provides data insights and translates them into actionable strategies, supporting the development, implementation, promotion, and integration of the System Patient Experience strategy and initiatives within the local team they are partnered with.
• Consults with others, formally and informally, regarding organizational or process change and patient/human experience solutions to problems and/or barriers.
• Leads organizational learning efforts regarding patient experience/human experience and provides proven practice choices assisting with implementation as needed. Serves as an educational resource to others in the organization for projects and management education.
• Applies/teaches proven quantitative and qualitative tools, as appropriate for each assignment. Stays informed of advancements in human experience approaches.
• May (co)facilitate workshops with other members of the PX team to help share PX/HX information with teams large and small.

Education: Bachelor's degree required.

Experience: 3 years in healthcare experience required.

Licensure,certification, and/or registration: Registered Nurse, Nurse Practitioner, Physician Assistant, or other certified health care provider (i.e., OT, PT, RRT, etc.) preferred. CPXP certification preferred.

Other Minimum Qualifications: Excellent oral and written communications skills, willing to continuously learn new skills, positive attitude, self-motivated, ability to work with minimal direction, ability to lead, and adapt to change. Highly skilled in use of personal computers.

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.