Position Summary:

The Patient Experience Representative influences the systems, processes and behaviors that cultivate positive experiences across the continuum of care. They have an unwavering commitment to the field of patient experience and to transforming the human experience in healthcare.

Experience:

Minimum 5 years experience in a healthcare setting.

Education, License & Certification:

• Associate degree required.

• Bachelor’s degree preferred.

• Registered Nurse or other Healthcare related licensure preferred.

• Certified Patient Experience Professional (CPXP) required, or within 3.5 years of hire.

Essential Functions:

• Advocates for the needs of our patients and their representatives in a proactive, inclusive, empathetic, and positive manner.

• Supports organizational learning and a holistic approach to our patient’s needs.

• Provides guidance for new or inexperienced caregivers related to patient-service recovery.

• Collaborates with all caregivers to improve processes that directly impact patient and community perception.

• Oversees the internal system for managing patient/representative concerns and maintains applicable regulatory body compliance.

• Provides data analysis to identify trends specific to patient experience and develops corrective action plans based on those trends.

• Actively participates on or leads workgroups or committees related to patient advocacy.

• Supports the design and innovation of the Patient Family Advisory Council.

• Works collaboratively with the Patient Safety and Legal Departments.

Other Duties:

• Travel for this position is sometimes required.

• It is understood that this description is not intended to be all‐inclusive and that other duties may be assigned as necessary in the performance of this position.

Rev: 11-10-2023

Joining the Guthrie team allows you to become a part of a tradition of excellence in health care. In all areas and at all levels of Guthrie, you’ll find staff members who have committed themselves to serving the community.

The Guthrie Clinic is an Equal Opportunity Employer that welcomes and encourages diversity in the workplace.

The Guthrie Clinic is a non-profit, integrated, practicing physician-led organization in the Twin Tiers of New York and Pennsylvania. Our multi-specialty group practice of more than 500 physicians and 302 advanced practice providers offers 47 specialties through a regional office network providing primary and specialty care in 22 communities. Guthrie Medical Education Programs include General Surgery, Internal Medicine, Emergency Medicine, Family Medicine, Anesthesiology and Orthopedic Surgery Residency, as well as Cardiovascular, Gastroenterology and Pulmonary Critical Care Fellowship programs. Guthrie is also a clinical campus for the Geisinger Commonwealth School of Medicine.