Director Patient Experience

Description

ROLE:

Under general supervision of the Executive Director, Quality, directs patient, employee, and physician experience/satisfaction activities. Creates and leads plans for improving the patient, visitor, employee, and physician experience. Collaborates with and directs Petaluma Valley Hospital and Healdsburg Hospital's patient and physician satisfaction survey processes. Provides leadership in the strategic development and implementation of tactics for the NorCal HealthConnect patient experience. Facilitates performance improvement strategies and coaching activities for enhancing the patient experience. Directs and leads all Patient Experience Teams and the Patient and Family Advisory Council. This position will facilitate the creation of NorCal HealthConnect's culture of service excellence.

ESSENTIAL FUNCTIONS:

Provides leadership, coaching and oversight for the development and implementation of patient experience initiatives for Petaluma Valley Hospital and Healdsburg Hospitals, in collaboration with community partners, leaders within the hospitals and employees.

Hardwires management and employee evidence-based practices to ensure exceptional service on an ongoing basis via an understanding of concrete behaviors required to achieve higher patient satisfaction levels.

Leads and facilitates Patient Experience teams to innovate, improve, and problem solve to help further the goals and achieve the operating and strategic plans of the NorCal HealthConnect hospitals.

Establishes and implements guidelines for identifying and fostering sacred encounters along the continuum of care for NorCal HealthConnect and responds with the development of Spotlighting scenes, training materials and toolkits.

Directs and facilitates the Patient & Family Advisory Council.

Plays a Key Role in creating and facilitating service excellence initiatives across the hospitals.

Initiates special projects and presentations to improve hospital-wide outcomes and performance.

Observes actual patient experiences and monitors patient satisfaction results while providing and communicating analytical assessments of trends, improvements, patient priorities and key results.

Provides reports regularly to Service Excellence and Spotlighting Core Teams and other appropriate committees/venues.

Responsible for coaching departments/surveyed areas for improved performance based on patient and physician satisfaction survey results.

Facilitates the sharing of best practices.

Celebrates team successes through Reward & Recognition and hospital-wide activities.

QUALIFICATIONS:

Required Education and Experience

• Nursing, Business Administration, Marketing, Public Relations or a related field from an accredited college/university.

• LEAN Methodology

• Studer training

• Project Management

• At least 5 years patient experience, guest services or strategic planning in health care or other service industry.

• At least 5 years experience at a supervisory or managerial level.

• Experience with PC and mainframe systems including abstracting and reporting functions.

• Experience in various PC software applications including word processing, PowerPoint presentations, spreadsheets, databases, graphic presentation, and flowcharting.

• Experience in planning and facilitating teams to a common vision and developing strategies and plans to accomplish objectives.

• Positive, dynamic relationship skills and strong service orientation.

• Demonstrated ability to influence individuals and groups through coaching and teamwork.

• Ability to manage results, process and relationships while driving to identified outcomes.

• Ability to organize and follow through consistently and effectively.

• Strong written and oral communications skills.

• Effective budgetary planning and administrative skills.

• Strong leadership skills.

• Knowledgeable regarding current health care trends and markets.

• Ability to lead focus group and other stakeholder input forums.

• Effective communication skills in both verbal and written mediums, as well as public speaking, in order to effectively present new programs/products.

• Ability to establish and maintain effective relationships within the organization and community.

• Effective public speaking skills, as well as ability to develop and conduct effective presentations.

• Knowledge and utilization of computer applications (Windows software).

• Knowledge of and ability to use statistical data and analysis methods.

• Knowledge of PC and mainframe systems including abstracting and reporting functions.

Preferred Education and Experience

• Master's Degree

• At least 5 years sales experience in the Healthcare field.

• Experience with Six Sigma or Lean Technology.

About Providence

At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

Requsition ID: 264656
Company: Providence Jobs
Job Category: Clinical Administration
Job Function: Clinical Support
Job Schedule: Full time
Job Shift: Day
Career Track: Leadership
Department: 7800 QUALITY
Address: CA Eureka 2700 Dolbeer St
Work Location: St Joseph Hospital Eureka
Pay Range: $62.26 - $100.22
The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.