Research HCAHPS Specialist

Chicago, IL, United States

Insight Research Institute is a rapidly growing non profit organization looking to expand its clinical research division at the Insight Hospital and Medical Center in Chicago, IL. We are looking for driven, motivated, and experienced candidates who can spearhead operations in a fast-paced, high-growth environment and who represent our core values.

Job Summary:

Under the supervision of our Research Director and Program Manager, the HCAHPS Specialist will augment Insight’s clinical expertise with the patient experience team and collaborate regularly with the clinical team members, physicians and integrated lines of business leaders. In this capacity, the HCAHPs Specialist will contribute to strategic planning and provide direction, coordination and execution for HCAHPS surveys across Insight. Additional roles may consist of establishing policies and procedures, standards and objectives in coordination with the vision and goals of Insight, as well as being responsible for improvement processes, goal setting and system wide initiatives in regard to the Patient Experience. This position is Hybrid with work from home opportunity, and semi-regular travel to our Hospital in Chicago, with very occasional travel to our Flint, MI headquarters. Mileage reimbursement available.

Insight Employees are required to be vaccinated for COVID-19 as a condition of employment, subject to accommodation for medical or sincerely held religious beliefs.

Duties:

Provides strategic leadership and operational insight, design, plan, and organization to facilitate the execution of the patient experience strategy in collaboration with the Patient Experience team.

Helps develop and implement plans designed to improve and enhance the patient experience and service excellence. (Specific strategic focus is on HCAHPS survey performance, initiatives, and programs designed to increase and maintain high levels of achievement).

Serves as a resource, admonitor and advisor to Insight and division leadership in the identification, assessment, and implementation of strategic and operational patient experience initiatives and opportunities designed to improve the patient experience.

Identifies skills and processes to influence and modify the behaviors of the wide range of individuals who come in contact with patients and families, and incorporates those into actionable and measurable systems to achieve results.

Contributes to initiatives intended to achieve, maintain, and maximize a robust process to help improve culture.

Engages actively at all levels of leadership and staff to maximize patient experience at Insight.

Participates in system wide improvement initiatives.

Contributes to N size improvement.

Provides research and best practices for improvement with a focus on physician engagement and strategy.

Executes and implements patient satisfaction surveys in line with HCAHPS

Reviews and trends the results and comments from patient satisfaction surveys.

Develops and presents patient satisfaction analysis and metrics system wide including trends and initiatives, as needed.

Participates in patient experience meetings by communicating patient experience scores, current trends, and opportunities to recognize and reward Team Members exhibiting service excellence.

Maintains reasonably regular, punctual attendance consistent with Insight policies, the ADA, FMLA and other federal, state and local standards.

Maintains compliance with all Insight policies and procedures.

Protects patients' rights by maintaining confidentiality of personal and financial information; HIPAA compliance

Store and secure all HIPAA compliant data

Adheres to HCAHPS quality assurance guidelines

Extends excellent patient care to ensure patient comfort and satisfaction

Performs other duties and tasks as assigned

Qualifications: Able to provide eligibility for employment for any U.S. employer

HS diploma/GED required, or comparable combination of education and experience; 4 year degree preferred

At least three years of demonstrated experience in customer service operations

Hospitality and/or healthcare experience desired

Ability to provide coaching and on the job training skills, required

Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook

Exceptional phone and interpersonal skills

Proficiency with computers, preferably strong typing and desktop navigational skills

Broad knowledge of clinical research practice

Strong knowledge of Microsoft Office, email applications, and G suite applications

Ability to collect patient medical history and conditions

Ability to establish and maintain effective working relationships with coworkers, managers and clients.

Ability to maintain a high level of confidentiality and professionalism at all times

Detailed oriented, conscientious and committed to precision in work results

Ability to work independently and to effectively prioritize tasks

Comfortable with ambiguity, is proactive in solving issues

Ability to manage multiple projects

Ability to relate to and work effectively with a wonderfully diverse populace

Ability to multitask and move between responsibilities in fluid manner

Ability to independently problem solve

Demonstrated skills in verbal and written English communications for safe and effective patient care and to meet documentation standards.

Friendly, empathetic & respectful

Reliable in work results, timeliness & attendance

Able to work in a fast-paced, and stressful environment while maintaining positive energy

Able to work under pressure and in situations that benefit from patience, tact, stamina and endurance

Committed to contributing to a positive environment, even in rapidly changing circumstances.

Is aware of standards and performs in accordance with them.

Benefits for our Full Time Team Members: Four Medical Plan options through BCBS of Michigan

Vision and Dental options through our carrier, Guardian

401K with Matching; offerings vested fully @ 6 months of employment paired with eligibility to contribut

Short & Long Disability, and Life Term insurance, complementary of Full Time Employment

Additional Supplementary coverages offered @ employee's elections: Cancer, Hospital Indemnity, AD&D, etc.

Insight is an equal opportunity employer and values workplace diversity!

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