Vice President, Patient Experience
Job Summary
This position will provide oversight, to facilitate and lead the patient service initiative in collaboration with the Chief Experience Officer and other leadership members and teams for each division. This role will be responsible for helping create and implement the shared vision and consistent best practices that are aligned with our mission, vision, strategic plan, and priorities across the enterprise that will positively impact the customer and patient experience and outcomes.
Duties and Responsibilities:
Facilitate implementation of comprehensive patient experience initiatives to drive optimal patient experience and continuous service improvement.
Evaluate all current patient experience and service improvement related priorities and projects. Identify and pursue immediate opportunities to improve communication and share information to enhance and advance patient satisfaction across the enterprise.
Collaborate with Quality and Patient Safety leadership to assure improvement tools and techniques are common across initiatives, simplifying improvement for caregivers.
Serve as an advisory resource and catalyst for providing patient experience and service excellence to ensure consistent delivery of services.
Responsible for engaging, influencing, and energizing divisions for accountability embodying behaviors expectations to create a superior patient and family experience.
Assist in developing and providing service recovery programs. .
Appropriately respond to complaints from sources including patients, families, correspondence to executive staff, and social media platforms.
Prepare (or oversees the preparation of), presents and interprets complex information to key stakeholders, including clinical leadership, senior leaders and external audiences (as required) regarding outcome measurements and other topics related to actionable data metrics and service improvements related to patient experience and satisfaction.
Promote a learning culture related to service. Oversee the development of educational training programs related to patient experience and service excellence to increase the level of engagement and accountability. Assure alignment of people, process, systems, and long-term sustainability.
Develop and lead the best practices, innovations, and tools to help leaders and their teams to improve our patient experience loyalty, satisfaction and scores.
Evaluate existing progress, synthesize patient feedback, and identify opportunities for operational improvements
Collaborate with leadership, physicians, service lines leaders, corporate services and other business units to identify needs, remove barriers, and build support for the creation of best service performance outcomes across the organization.
Provide daily oversight leadership and operational oversight for all Patient Experience functions such as the Limited English Proficiency (LEP), Patient and Family Advisory Council (PFAC).
Be a consultative function that is highly focused on supporting operational and service line leaders through the development and deployment patient experience concepts with continuous improvement tools
Partner with Hospital divisions, Medical Practices, Human Resource, Nursing, Support Service, Clinical Leaders and Quality teams to assess customer service and development to achieve working together on goals and priorities
Develop a comprehensive approach to fulfill and promote a culture focused on expected behaviors which emphasizes outstanding services, a patient center approach with a clear Jefferson brand standard
Assist with Identifying new and existing technologies and best practices to support and achieve the organization's service vision
Train leaders to provide education, resources, and data analytics; identify, support, and publish sustainable best practices; and collaborate with multiple departments to ensure understanding and application of available tools.
Lead cross-train and integrate the consultative function for leaders comprised of individuals with expertise in patient engagement and continuous improvement
Facilitate cross-functional Patient Experience Meetings, as required and other applicable corporate committees
Position Qualifications
Master’s degree preferred in Business, Healthcare Administration, Organizational Development, and Health related field or equivalent.
7 – 10 years of experience in a leadership level role driving change at an organizational, service and department level.
7 – 10 years of progressively responsible management experience in an organization, preferably with experience in customer engagement, service improvement and optimization.
Multi-hospital/specialty practice management experience in large complex organizations preferred.
Experience building a culture of service improvement to drive for exceptional results.
Certification or similar by an industry recognized program or service experience.
Clinical experience or extensive knowledge in clinical operations.
Performance Skills:
Excellent interpersonal skills, facilitation, coaching and mentoring.
Strong customer service acumen.
Ability to influence change.
Demonstrated leadership skills.
Ability to collaborate and work with colleagues and physicians at all levels of the organization.
Excellent analytical skills.
A thorough understanding of patient satisfaction survey tools metrics, trends, HCAHPS surveys, the field of consumer research, complaint management, workforce engagement, service recovery and patient best practices standards is required.
Ability to create and communicate a vision and enlist the engagement of a team.
Demonstrated knowledge of business and program planning methods, research, and data collection processes as well as strong project management skills.
Ability to build strong relationships at all levels in an organization.
Knowledge of current trends and best practices in customer experience, service excellence which is relevant to integrated healthcare systems.
Ability to establish and maintain effective working relationships across the Jefferson System
Demonstrated track record of providing excellent ideas in customer and patient services to fruition through the alignment of ideas, people and processes.
Ability to prioritize and manage multiple projects simultaneously.
50% local travel required
The organization delivers state of the art healthcare services to patients throughout the Delaware Valley and southern New Jersey. Provides more than 8,400 full and part-time students from nearly 40 states and 40 countries with 21st century professional education. Combined, we have over 30,000 employees.
As an employer, our client maintains a commitment to provide equal access to employment. They value diversity and encourages applications from women, members of minority groups, LGBTQ individuals, disabled individuals, and veterans.
TO APPLY
Please forward resume to Frank Sinclaire at fsinclaire@pailingroup.com
pailingroup.com
