Member Experience Advisor - Schwartz Center
Massachusetts General Hospital(MGH)

Job Info

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ABOUT US:

The Schwartz Center for Compassionate Healthcare's mission is to partner with healthcare organizations to advance compassion for patients, care teams, and their healing relationships. We are a Boston-based nonprofit with national and international reach, with approximately 600 hospitals in the US, Canada, Australia and New Zealand as members, and another 320 hospitals/systems conducting Schwartz Rounds throughout the UK and Ireland. Together, we are helping hundreds of thousands of healthcare professionals provide compassionate care to millions of patients and families. The Schwartz Center's strategic priorities for the coming decade include expansion of Schwartz Rounds within existing members, as well as to new acute care hospitals and into adjacent healthcare markets such as ambulatory centers, retail health, and virtual/home-based care. We are also looking to strengthen our community of compassionate care champions, who are the clinical leaders running our programs across the globe, and to further develop our Model for Compassionate Care and associated tools and resources. We are looking to build new relationships, collaborations, and partnerships with a wide variety of external organizations and associations who are aligned with our work supporting caregiver well-being and patient/family compassion. Our operational budget is funded approximately 50% by philanthropy, with funds coming from individual, corporate and foundation donors, and 50% by earned revenue, including from our membership. Our vision for the coming decade is to be a global leader in championing compassion for all who seek and provide healthcare.

ABOUT YOU:

You have an understanding of the healthcare landscape and experience in healthcare. You recognize the myriad challenges facing the healthcare workforce and healthcare organizations today. You have customer service and relationship-building skills. You have strong communication and interpersonal skills. You love coaching, mentoring, and collaborative problem-solving. You're comfortable interacting with people at all levels within a healthcare organization, from the front line to the c-suite. You're resourceful and are constantly learning, improving, and thinking creatively. You work well independently and enjoy being part of a team. You're a quick study and can roll with change. You want to be part of an organization that is creating a better healthcare world.

ABOUT THE WORK:
The Member Experience Advisor (MEA) is responsible for partnering with Schwartz Center members to ensure their programs such as Schwartz Rounds and Stress First Aid are successful across the member base. This includes regular communication with members, supporting new and current members in implementing Schwartz Center programs. The MEA reports to the Senior Director of Programs and coordinates efforts with the Schwartz Center membership team.

• Partner with the Assistant Director of Programs and the Training Specialist to manage the program training and implementation for Schwartz Center programs
• • Support the successful implementation, leadership, and sustainability of Schwartz Center programs at member organizations
• Advise Schwartz Center members on integration of Schwartz Center programs into their workforce well-being strategies
• Cultivate successful, collaborative relationships with membership organizations
• Conduct phone calls, video calls, and meetings with hospital leaders and high-level clinicians who are instrumental to the success of Schwartz Center programs
• Identify new member business opportunities when presented
• Identify new opportunities for Schwartz Center programs, trainings, and resources
• Provide support and facilitation for Schwartz Center educational programs, Facilitation Workshops and Community Connections as needed
• Present at conferences as needed
• Travel (when possible, as needed) to member organizations across the country

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Qualifications
WE'RE A GOOD FIT IF YOU HAVE:

• BA/BS and a minimum of 10+ years of relevant experience (master's degree preferred)
• A clinical background (desirable but not required)
• Familiarity with the Schwartz Rounds program (desirable but not required
• Familiarity with Stress First Aid and/or peer support programs (desirable but not required)
• Strong time-management, project-management, communication, and organizational skill
• Sensitivity, good judgment, and relationship-building skills
• Overall standards of excellence in communicating with members and prospects in person, by phone, on video, and through written correspondence
• A customer-service approach to supporting members and colleagues
• Comfort with public speaking and group facilitation
• Ability to think critically and creatively
• Ability to travel (eventually 4 to 6 times per year)
• Excellent computer skills including extensive knowledge of MS Word, Outlook, Excel, PowerPoint, Teams, Zoom, and Salesforce
• Experience with learning management systems (desirable but not required)
• Passionate about improving relationships of care and healthcare workforce wellbeing
• Regular availability from 12pm-8pm Eastern Time to meet the needs of our members in Australia and New Zealand

EEO Statement
Massachusetts GeneralHospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives andideas, we choose to lead. Applications from protected veterans andindividuals with disabilities are strongly encouraged.

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