Executive Director System Patient Experience

Overview

The Executive Director, Patient Experience will execute patient experience strategies , initiatives , and standards to continually enhance the care experience of our patients and families .

This position reports to the UnityPoint Health (UPH) System Chief Nursing Officer (CNO ), and have a matrixed reporting structure to the UPH Chief Medical Officer (CMO).

In this role, you will work closely with organizational leadership and other patient experience stakeholders to ensure the care experience strategies are cohesive and aligned to support the development of leaders and employees .

The Executive Director, Patient Experience i s responsible for developing the strategy and leading the implementation to ensure improved understanding and results in our patient experience metrics , provides coaching and support to the health center sites to ensure effective & successful patient experiences and improve patient satisfaction and outcomes in support of our operations , and oversee the organization's follow-up regarding patient grievances and compliments.

Location : This position is open to remote / work from home with strong preference for candidates residing within the UPH geographies of Iowa, Illinois, & Wisconsin.

Travel : Some travel within UnityPoint Health regions required.

• Commitment to our Team - For the third consecutive year, we're proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare for our commitment to our team members.
• Culture - At UnityPoint Health, you matter. Come for a fulfilling career and experience a culture guided by uncompromising values and unwavering belief in doing what's right for the people we serve.
• Benefits - Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you're in.
• Diversity, Equity and Inclusion Commitment - We're committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation.
• Development - We believe equipping you with support and development opportunities is an essential part of delivering a remarkable employment experience.
• Community Involvement - Be an essential part of our core purpose-to improve the health of the people and communities we serve.

Visit https : / / dayinthelife.unitypoint.org / to hear more from our team members about why UnityPoint Health is a great place to work.

What are team member vaccine requirements?

As part of keeping our communities safe and healthy, all team members must be vaccinated for influenza and Tdap, provide proof of immunity to MMR and varicella, and be tested for tuberculosis.

New hires must submit proof of vaccination or an approved exemption to begin work. If you have questions, please contact a recruiter or ask at any time during the interview process.

UPH strongly recommends that all team members receive the updated COVID-19 vaccine, and at this time, UnityPoint Health - Meriter requires Covid-19 vaccination or an approved exemption.

Responsibilities

What You'll Do :

• R esponsible for setting patient experience strategy, planning , analyzing , preparing , managing , and evaluating administrative and operational activities of customer experience and related projects .
• O perationalize tactics , and best practices including but not limited to Foundational Behaviors, Nurse Leader Rounding , Employee Rounding , and coaches facilities in support of these strategic .
• R esponsible for managing various team member education programs and initiatives geared specifically to improving the overall patient experience and each practice's culture of service .
• Provide timely executive summary information for use by leadership that synthesizes data trends into key findings that proactively identifies action items for performance improvement .
• Strategize and implement a course of action based on patient / family member feedback - evaluate and follow up.
• L ead the effort to develop clear standards and expectations in regard to patient experience while being attentive to the culture of UPH.
• Serve as primary survey vendor contact . Assure that vendor delivered reporting and information portals meet customer needs.
• Assure consistent , timely , efficient , accurate and effective provision and communication of Patient Experience results and reports among all entities .
• Facilitate enterprise level consistency and effectiveness in the application , interpretation and use of patient experience results .
• Facilitate setting of team goals and expectations ; foster a professional teamwork environment conducive to performance improvement and employee growth that supports employee engagement .
• Provide expert advice , coordination and supervision of resources for other internal & external survey efforts as required.

Qualifications

What You'll Need : Education :

Education :

Required : Master's Prepared (MSN, MHA)

Experience :

Required : At least 5 years of Patient Experience within a large healthcare system.

Required : Experience effectively leading a team and dirivng results.

Knowledge / Skills / Abilities :

Required :

Knowledge of survey methods and design , inferential statistics , data analysis techniques for decision-making , and understanding of basic database management concepts.

Demonstrated ability to prioritize work and manage customer expectations in an environment of multiple stakeholders.

Effective interpersonal and group facilitation skills , promoting teamwork and collaborative alliances .

Demonstrated skill and experience with computers and computer software : spreadsheets , MS Access, database query tools ;

and the ability to learn other software packages .

• Excellent verbal , written , presentational and organizational skills .
• Remote : Yes;
• Area of Interest : Management;
• FTE / Hours per pay period : 1.0;
• Department : Clinical Excellence;
• Shift : Monday-Friday, Days;
• Job ID : 150486;
4 days ago