Director Patient Experience

SUMMARY :

Develops, designs, implements, and manages the organization-wide TMC Patient Experience Program. Fosters a collaborative environment to ensure best practices for patient experience are implemented and effective.

Works in concert with the Patient Experience Council, Lean Team, staff and hospital and physician leaders to meet the needs of our patients, their families, and visitors.

ESSENTIAL FUNCTIONS :

Interacts and consults with staff, providers, managers, directors, executive leadership, and the community to create a patient-centered strategy and implement highly reliable processes that lead to optimal service excellence and a culture of safety and transparency.

Develops methods to measure the effectiveness of established goals by partnering with the Quality department and Lean team.

This includes the creation and articulation of clear objectives and action plans to meet organizational goals utilizing benchmarks, best-practices and statistical analysis.

Prepares reports for hospital leadership, and others as appropriate, addressing patient experience opportunities, activities, and concerns.

Serves as a resource to facilitate problem solving and coordination with nursing and medical staff. Encourages understanding and adherence to the hospital’s patient experience philosophy through the development and delivery of training / educational programs.

Understands, advocates and implements patient-centered care, ideas, philosophies and practices throughout all areas of the organization.

Supports external patient experience collaboration, including through VHAWC, AzHHA, or other organizations, with adoption of initiatives and reporting of results.

Ensures compliance with all regulatory requirements. Maintains all files and responds to regulatory agencies such as CMS and DHS as appropriate.

Develops and is accountable for the department budget.

Supports Tucson Medical Center values, vision, and strategic direction of customer service.

Adheres to TMC organizational and department-specific safety, confidentiality, values, policies and standards.

Performs related duties as assigned.

MINIMUM QUALIFICATIONS

EDUCATION : Master's degree in nursing or related field, or equivalent experience.

EXPERIENCE : Five (5) years of experience in nursing, social work, case management, or related field; preferably three (3) years in a managerial or lead role within an acute care setting.

LICENSURE OR CERTIFICATION : If clinical, current license permitting work in Arizona.

KNOWLEDGE, SKILLS AND ABILITIES :

Knowledge of Patient Rights, CMS regulations and hospital best practices to ensure proper evaluation of issues and concerns that might arise.

Knowledge of internal / community resources available to assist patients.

Knowledge of process improvement techniques and resources to evaluate benchmarks of best practices.

Demonstrated leadership in people management and facilitative skills.

Ability to be collaborative with all departments, clinical and ancillary, to enhance a culture of transparency and safety.

Skill in communicating verbally and in writing with a wide range of staff, patients, physicians, and hospital management.

Ability to manage people and programs.

Ability to prepare detailed reports, preparing trend analysis and present findings.

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

Ability to write reports, business correspondence, and procedure manuals.

Ability to define problems, collect data, establish facts, and draw valid conclusions; ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.