What are the responsibilities and job description for the Chief Patient Experience Manager position at Arnot Health?
MAIN FUNCTION:
The Chief Patient Experience Officer (CXO)assumes multi-site system responsibility for Arnot Health. This executive will drive and foster a culture of patient and family-centered care and service excellence while improving patient & family experience across the enterprise. The Chief Patient Experience Officer will work directly with the Executive Team to assess and communicate performance and to create change at all levels of the organizations The CXO will be accountable to support and manage the organizational needs, as well as the design, implementation and evaluation of programs that facilitate the professional development and continuous learning of all team members. The CXO is responsible for translating the concepts of service excellence, patient experience and patient relations into actionable behaviors and building a culture of true patient & family-centered care and engagement. This position promotes the reputation of Arnot Health through public speaking, educational events, writing, research collaborations, and interviews.
This position has a dual reporting relationship to the System President and CEO and the Senior Vice President / Chief Operating Officer and will work closely with the System Chief Nursing Officer and the Sr. Vice President / Chief Medical Officer, as well as Arnot Medical Services Sr. Leadership.This role is highly collaborative and requires strong partnership with leadership across all disciplines and multiple operational area
DUTIES AND RESPONSIBILITIES:
- Oversight and responsibility for enhancing and continually improving the overall experience of patients and families throughout Arnot Health.
- Clearly defines the optimal Patient Experience, including the behavioral changes necessary to achieve cultural transformation throughout the entire organization.
- Instills a culture of service excellence, hospitality, ownership, and results across the enterprise.
- Documents and communicates throughout the organization the shared vision for experience improvements.
- Develops the framework & protocols in which all Patient Experience initiatives will be deployed across Arnot Health.
- Collaborates with the team to develop and provide service, educational, and training programs throughout Arnot Health .
7. Strategically develops, refines, and improves performance metrics and measurement methods using standardized and customized tools.
- Consistently measures and communicates results.
- Utilizes coaching, best practices, and collaboration to improve service excellence throughout the system.
- Works to ensure alignment of people, processes, systems, and rewards across Arnot Health.
11. Coaches leaders and staff for improved results and execution of best practices and chosen strategies.
12. Manages all aspects of Patient Experience Measurement through surveys.
a. Serves as the executive responsible for vendor relations on surveys and patient experience support.
b. Manages the reporting of outcomes in patient experience to the Board. Monitors quality-based reimbursement for CAHPS.
c. Works with senior leadership to set goals for the system on patient experience, including annual senior bonus metrics, and clinical director incentive metrics, as applicable.
- Serves as the Executive Champion for Arnot Health Patient and Family Advisory Councils.
- As a key leader, partners with Hospital and Physician leadership, Human Resources, and other key stakeholders across the system to build and sustain an optimal staff culture that embodies the Arnot Health mission, vision, and values.
- Directs and serves on various relevant committees, ad hoc task forces, and subcommittees addressing issues of patient, family and staff experience.
- Synthesizes data related to the patient and staff experience including but not limited to experience surveys and qualitative data from multiple sources. Demonstrates expertise in data analysis and synthesis.
17. In partnership with other stakeholders, serves as organizational contact for external patient experience and staff engagement survey vendor (currently Press Ganey).
- Expands the programming and assumes leadership for other departments whose work aligns with the office of experience.
- Is responsible for management and oversight of Customer Service/Patient Experience Department budget through continuous observation of variances and objectives to ensure efficient, cost effective, high quality services.
20. Is responsible for attending all mandatory annual educational programs as required by the position.
21. Employee understands and demonstrates the importance of satisfying the needs of the customer/patient by interacting with him/her in a friendly and caring way, being attentive to the customer’s needs, both psychologically and physically, and by taking the initiative to maintain communication with the customer to provide a secure and pleasant experience with the Arnot Health.
- It is understood that this lists typical duties for the classification, and is not to be considered inclusive of all duties, which may be assigned.
EDUCATION:
Advanced degree (e.g. master's degree, doctorate, etc.) in Nursing, Medicine, Organization Development, Education, Public Health, Health Administration, Business, or related field required. Certified Patient Experience Professional (CPXP) certification is required.
EXPERIENCE:
Minimum ten (10) years of experience in health care setting with progressive levels of responsibility required. Senior management-level experience with an emphasis on Patient Experience required.
Special Knowledge, Skills and Abilities Desired:
- Broad understanding of care across the continuum.
- A documented track record of implementing and accomplishing customer service improvements in a large academic complex health care organization or system.
- Ability to foster strong collaboration with clinical staff, including physicians and nurses.
- Advanced knowledge of the range of CAHPS surveys, patient satisfaction survey tools, the field of consumer research, and complaint and grievance management.
- Deep understanding of CAHPS surveys, survey methodology, and value-based programs.
- A proven track record of RESULTS and working with process management.
- A history of presentations at national meetings, engagement with patient experience peers, peer-reviewed publications, and education of health care professionals, including physicians.
- Expert knowledge of programs for improving patient experience, provider communication, and patient and family-centered care and engagement.
- Knowledge of and experience with coaching methods, leadership, and practice of leading change.
- Ability to work in a complex and matrixed team environment; experience working in a team-oriented, collaborative environment.
- Strong interpersonal, leadership and communication skills necessary to influence every level of the organization.
- Demonstrated ability to develop and execute strategy; demonstrated record of accomplishments and improving outcomes.
- Demonstrated success in relationship building.
- Excellent organizational skills and the ability to handle competing priorities.
- Strong skills in strategic planning, operations management and meeting facilitation are required.
- Excellent oral, written, and presentation skills.
CARDIOPULMONARY RESISCUTATION (CPR) REQUIREMENTS:
No CPR required.
PHYSICAL DEMANDS:
Typical office duties; ability to frequently lift up to 15 pounds and occasionally lift up to 25 pounds.
EXPOSURE CATEGORY:
Category III. Tasks that involve no exposure to blood, body fluids, or tissues
** A.D.A. Essential Functions
Salary : $68,600 - $86,900
