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Title

Patient Experience Officer 

Location Greater Grand Rapids, Michigan Area  
Full-Time/Part-Time Full-Time  
Shift Days  
Description

Position Summary:

This position will work collaboratively within a team of HBS to coordinate efforts, focus support where needed and share best practices. Work with a diverse group of caregivers to successfully plan and execute projects/programs ensuring alignment with the patient experience improvement priorities of Pine Rest. The Patient Experience Officer must demonstrate excellent customer service and have enthusiasm about the program and the Pine Rest organization.

Principal Duties and Responsibilities:

  • Independently plans, organizes and manages all processes for the Patient Experience program.
  • Works with leaders of the organization to design project teams and meetings, including executive level meetings, to ensure that all initiatives remain on schedule.
  • Collaborates with clinical teams, unit staff, and administrative personnel to provide multi-disciplinary approach to the patient experience.
  • Develops and manages centralized patient experience communication program.
  • May provide oversight to all UPC patient experience activities.
  • Promotes a service ethic to change longstanding cultural behaviors.
  • Acts as resource to organization in relation to evidence-based practices as related to patient experience
  • Meets individually and in groups with patients and families in effort to continuously improve the patient experience.
  • Support the tracking and trending of service- related outcomes, identify opportunities for improvement, recommend and implement solutions to achieve improved patient experience performance goals and patient/staff engagement.
  • Analyzes data for trends and initiates patient experience improvements.
  • Sets specific and reasonable goals to visualize improvements.
  • Hardwires management and employee practices to ensure exceptional service on an ongoing basis.
  • Responsible to role model the mission and values of the organization, presenting a professional image that is projected in appearance, attitudes and behaviors, time management and communication skills. Provides spiritual, emotional, social, mental and physical support to patients.
  • Commitment to demonstrating Relationship Based Case in Hospital Based Services.
  • Must maintain annual training and demonstrate competency in the required programmatic training.
  • Performs other duties or functions as assigned.
 
Position Requirements

Required/Desired Qualifications:

Education, Training, and Experience:

  • Bachelor’s degree in a related field. Equivalent knowledge, skills, and abilities will be considered.
  • Experience with applicable computer software programs and/or ability to learn the systems.
  • Process improvement background preferred i.e. work in quality or systems improvement, LEAN, Six Sigma, I2E2, etc.
  • Demonstrated experience as a project manager, preferably related to customer and/or patient satisfaction, with the ability to effectively lead project teams and keep teams on task.

Specific skills, knowledge, and abilities:

  • Ability to provide care/service within the scope of: Holding a conviction to express Christ’s love and compassion to recipients of services, coworkers, and surrounding communities through integrity, stewardship, empowerment, the promotion of diversity, and professional excellence.
  • Ability to provide cultural competent care with a wide range of individuals in a diverse community setting.
  • Organizational skills are required to prioritize a variety of job tasks and functions
  • Written and oral communication skills at a level where the incumbent deals effectively with people at all levels and can influence others to gain acceptance for important initiatives.
  • Ability to take responsibility for own professional development.
  • Maintain specialized knowledge on the current trends in the patient experience.
 
About the Organization Pine Rest is a nonprofit, free standing, behavioral health system founded in 1910 in Grand Rapids, Michigan. This comprehensive behavioral health center, coupled with the Pine Rest network of 19 outpatient clinics and satellite offices in Michigan and Iowa, provide individualized and group therapy for people of all ages and all levels of need. Pine Rest clinicians offer therapeutic services in behavioral health for people of all ages and all levels of need across the continuum of care within a Christian framework.

Pine Rest has a 200-bed inpatient hospital program with a 36-bed child and adolescent inpatient and a large partial hospital program for adolescents. Additionally, Pine Rest has many inpatient services for adults, including: a 28-bed psychiatric-medical unit in an acute care hospital, four 22-bed adult inpatient units each designed for a different level of acuity, a 22-bed co-occurring substance use disorder adult inpatient unit, a large adult partial hospital program, and a 26-bed older adult inpatient unit.

The Pine Rest Community and Residential Services Division also provides a wide array of services. With over 220 residential beds across a variety of programs, including treatment for substance use disorders, homes for adults with intellectual and developmental disorders, adults with mental illness, and a program for youth aged 11-18 with extensive trauma histories focusing on trauma treatment and life skills programming.

Other campus based services include a forensic psychiatry clinic, a psychological consultation testing center, an attention deficit disorders clinic, an autism spectrum disorders clinic, and a large neuromodulation clinic which provides TMS and ECT services.

The medical staff includes over 70 psychiatrists and other MDs/DOs, more than 120 fully licensed psychologists, more than 250 licensed masters-level social workers, and 30 PAs/NPs.


Pine Rest is an EOE  
Number of Openings 1  
EOE Statement Pine Rest Christian Mental Health Services an equal employment opportunity employer and complies with the following:

RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY, NATIONAL ORIGIN
Executive Order 11246, as amended, prohibits employment discrimination based on race, color, religion, sex, sexual orientation, gender identity, or national origin, and requires affirmative action to ensure equality of opportunity in all aspects of employment.

PAY SECRECY
Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees.

INDIVIDUALS WITH DISABILITIES
Section 503 of the Rehabilitation Act of 1973, as amended, protects qualified individuals with disabilities
from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment. Disability discrimination includes not making reasonable accommodation to the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or employee, barring undue hardship to the employer. Section 503 also requires that Federal contractors take affirmative action to employ and advance in employment qualified individuals with disabilities at all levels of employment, including the executive level.

PROTECTED VETERANS
The Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended, 38 U.S.C. 4212, prohibits
employment discrimination against, and requires affirmative action to recruit, employ, and advance in
employment, disabled veterans, recently separated veterans (i.e., within three years of discharge or release from active duty), active duty wartime or campaign badge veterans, or Armed Forces service medal veterans.
 
Department None Specified 


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