GENERAL SUMMARY/ OVERVIEW STATEMENT:


Under the general direction of the Mass General Brigham (MGB) Director of Patient Experience Improvement, the Senior Patient Experience Advisor will lead MGB-wide and site-based projects for the improvement of patient experience. This role will work collaboratively to develop detailed project plans, metrics, and timelines for the success of each project, as well as project artifacts for various audiences. The role will utilize advanced project management skills, including effectively developing project plans, consistently meeting project deadlines, and managing multiple complex, highly visible projects within a fast-paced, evolving environment.


The Senior Patient Experience Advisor will function as a subject matter expert and be skilled in researching, interpreting, and effectively communicating patient experience best practices. The role will serve as a specialist in support of the patient experience, developing and advising on strategies and tactics to optimize patients' and families' experience. The role will serve as an expert patient experience improvement advisorto senior level administrative and clinical leaders and others to provide optimal patient experience.


PRINCIPAL DUTIES AND RESPONSIBILITIES:



Patient Experience/Project Management Roles and Responsibilities



• Advances major enterprise-wide patient experience improvement efforts as well as site-specific projects; ensures key constituents are engaged, targets and goals are identified and documented, and plans are disseminated for appropriate communication.


• Effectively manages projects to completion using effective project management tracking tools to ensure all timelines and deliverables are met.


• Researches, identifies, and advises on patient experience evidence based best practices and implementation tactics. Serves as an internal advisor to leaders and staff regarding patient experience improvement best practices.


• Clearly and effectively communicates patient experience best practices to various audiences in a manner that is clear, easily understood, and actionable.


• Creates clear, succinct, and compelling patient experience presentations and reports for various audiences.


• Engages key stakeholders as needed to gather information, input, and collaboration to monitor, assess and improve all aspects of the patient experience.


• Works collaboratively within the OCMO Patient Experience team and with other MGB and site teams, operational and clinical leaders, departments, and individuals to advance patient experience initiatives.


• Works closely and effectively with patient experience measurement staff to interpret and utilize patient experience data to drive forward improvement efforts.


• Creates and delivers patient experience and service excellence education and training content.


• Presents on assigned projects for engagement, informational, or promotional purposes.


• Coaches, mentors, and helps to train new patient experience improvement staff.


• Serves as a delegate representing patient experience improvement on meetings and forums when director is not present.


• Other duties as assigned.



Qualifications

SKILLS/ABILITIES/COMPETENCIES REQUIRED:


• Excellent written and verbal communication skills.


• Ability to thrive in a fast paced, complex, evolving environment.


• Strong foundational knowledge of patient experience best practices


• Strong analytical skills, demonstrated ability to extract, analyze, organize, and communicate complex information.


• Ability to effectively present information in a variety of formats to a wide range of clinical and administrative audiences.


• Advanced project management skills for large, complex projects.


• Ability to work effectively autonomously and as part of a team.


• Ability to develop and foster strong working relationships throughout MGB in clinical and non-clinical areas.


• Strong familiarity with operations of a major health systems


• Advanced ability to think strategically as well as tactically and with excellent judgment.


• Strong problem solving and negotiating skills.


• Proficiency with Microsoft Office Suite: PowerPoint, Excel, Word, SharePoint, and Teams.


• Proficiency with scheduling and facilitating online virtual meetings and webinars (Zoom, etc.)


EDUCATION


Bachelor's degree required with Masters' degree preferred, in healthcare administration, organizational development, communications, or similar field of study


EXPERIENCE


4+ years of combined experience in one or more of the following fields: patient experience, project management, clinical management within the healthcare setting


WORKING CONDITIONS:


Hybrid work model, primarily home-based, with in person work required for educational forums, improvement work, and occasional meetings. Work may occur outside normal working hours and at multiple clinical locations.


SUPERVISORY RESPONSIBILITY (if applicable):


None


FISCAL RESPONSIBILITY:


Prudent use of hospital resources and cost-effective project planning and vendor engagement



EEO Statement

Massachusetts General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.