OSF HealthCare is dedicated to provide Mission Partners with a comprehensive and market-competitive total rewards package that includes benefits, compensation, recognition and well-being offerings that focus on the whole person and engage with their current stage of life and career. Click here to learn more about benefits and the total rewards at OSF.

Expected pay for this position is $31.19 - $36.69/hour. Actual pay will be determined by experience, skills and internal equity. This is a Salaried position.

POSITION SUMMARY:

In collaboration with leadership and administration, the Patient Centered Care Specialist champions service excellence and recovery throughout the facility. Partners with management and staff to support performance improvement and process management efforts at a microsystems level specific to the Patient Experience. Observes the patient experience environment and behaviors of mission partners and provides real-time support and education. Provides direct feedback to front line Mission Partners and leadership as it relates to the implementation of changes to achieve and sustain patient experience best practices. Assists staff and leadership with communication and integration of improvement efforts. Identifies resistance and barriers to change; addresses issues appropriately to facilitate and sustain improved patient satisfaction outcomes.

REQUIRED QUALIFICATIONS:

Education:

Bachelor’s degree in nursing, business, healthcare management or related field

Experience:

2 years’ experience in coaching, process improvement, change management, service excellence and/or adult educational with demonstrated ability to drive results

Other Skills/ Knowledge:

• Excellent interpersonal and communication skills.
• Solid computer skills, including proficiency with Microsoft software.
• Strong analytical and problem-solving skills, with the ability to be detail oriented.
• Ability to gather and interpret data relevant to complex patient care problems.
• Maintains advanced skills in information technology and programs.
• Strong problem-solving skills to work with leadership, providers, staff and administration and to recommend and implement changes.
• Effective written and verbal communication.
• Demonstrates resilience and emotional intelligence in a dynamic environment, which may occasionally involve managing high-stress interactions or de-escalating challenging customer situations.

PREFERRED QUALIFICATIONS:

Education: Master's degree in business, healthcare management or related field

Licensure/ Certification: Certified Patient Experience Professional (CPXP) issued from The Beryl Institute's Patient Experience Institute (PXI)

OSF HealthCare is an Equal Opportunity Employer.