Allegheny Health Network Careers

Date Posted:  01/23/2017
Position Number: 55664
Location: Allegheny Health Network Corporate Office
**Two (2) positions available**

Allegheny Health Network is an integrated delivery network focused on preserving health care choice and providing affordable, high-quality care to the people in our communities. With more than 14,000 employees including 7,400 health care professionals, nearly 200 primary care and specialty care practices, Allegheny Health Network includes seven hospitals in Pennsylvania with nearly 2,400 licensed beds.

Allegheny Health Network’s clinical expertise ranges from primary care to the most complex surgical procedures. Services include cancer diagnosis and treatment, cardiovascular care, neurological and neurosurgical services, organ transplantation, orthopedic and rehabilitation services, and women’s health.

Status: Full-time
Non-Union
Pay Grade: 15

Job Summary: Responsible for driving customer and patient experience efforts within the Allegheny Health Network (AHN). Responsible for creating, sharing and adopting a strategic approach and best practices that are aligned with the system experience, vision, strategic plan and priorities. In addition, responsible for leading and influencing a defined number of system level experience projects, including pilot projects with potential application across AHN.

Job Responsibilities:

• With local leadership, identify opportunities for experience improvement ensuring alignment with system strategy and priorities.
• Create, adopt and share measurable experience improvement best practices, tactics and efforts.
• Lead and provide guidance to operationalizing multiple experience improvement tactics within local area.
• Drive sustainability through auditing, coaching, etc. Act as local subject matter expert for experience improvement.
• Participate in and/or lead local and system level experience improvement councils, committees and project teams as needed.
• Provide education to local area regarding AHN's experience, vision and strategy. Provide education regarding patient satisfaction metrics including interpreting data and relationship between data and reimbursement.
• In partnership with Human Resources, provide experience education to new hires during orientation.
• Develop and administer policies, procedures and guidelines related to patient experience.
• Ensure that pertinent patient satisfaction data is included in projects and is provided with a high degree of accuracy.
• Utilize patient satisfaction data in assessing experience improvement efforts.
• Attend local leadership meetings to assist with interpretation of patient satisfaction data.
• Perform other duties as assigned or required.

Education: Bachelor's degree in education, nursing or other healthcare related field required. Master's degree preferred.

Complexity of Work: Work collaboratively with system patient experience colleagues in order to ensure effective system alignment. Ability to encourage local ownership while aligned with system priorities. Ability to manage and organize multiple priorities.

Required Experience: 7 years experience in educating, training and coaching/managing in a healthcare setting. Extensive knowledge of customer/patient experience improvement strategies and theory, tactics and tools. Experience with patient satisfaction data mining and working knowledge of hospital regulatory requirements preferred