DIRECTOR, PATIENT EXPERIENCE

About Us:

At Sinai Chicago, we take health care personally. Excellence in health care is about more than just medicine, technology, tests and treatments, it is about really caring for people with dignity and respect. That’s what we do. We are dedicated to providing the best care to meet the needs of people, for our community, for our patients and for you.

Position Purpose:

The director of patient experience, in collaboration with administrative and clinical leadership, develops and leads the strategic implementation of organizational policies, procedures, and initiatives to achieve positive, measurable changes in organizational culture, practices, and behaviors that impact patient satisfaction, retention, and willingness to recommend our services system-wide.

Key Job Activities:

• Develops and implements the patient experience strategic planning and goal-setting process in alignment with organizational strategies, mission, and vision.
• Directs the implementation, execution, and hardwiring of evidence-based practices to improve provider, leader, staff, and patient/family experiences.
• Analyzes internal and external patient experience metrics and other performance analytics to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended action plans to improve the patient experience.
• Develops and implements coaching strategies that drive and support patient experience improvement initiatives system-wide.
• Responsible for overall management of Patient Relations Department, from front desk personnel to handling all matters associated with patients (comments, questions, concerns, etc.) and supervises Patient Experience Manager to ensure delivery of patient liaison services and patient-centric care.
• Serves as a key resource to leaders, staff, and providers to improve organizational engagement and patient experience.
• Partners with the patient experience data vendor to ensure optimal access to and functionality of the vendor's resources.
• Collaborates with leadership and staff to identify and mitigate barriers identified through qualitative and quantitative patient experience data.
• Influences transparency and accountability through the dissemination of targeted reports, data, and focused action plans related to improving the patient experience.

• Designs and implements training and educational resources to support professional development related to improving organizational effectiveness for patient experience.
• Prepares and presents oral and written reports to stakeholders and leadership related to patient experience initiatives and progress toward achieving strategic goals.
• Performs other related duties and participates in special projects as assigned.

Education and Work Experience:

• Bachelor’s degree in a relevant field of study is required, master’s degree is preferred.
• A minimum of two years of experience in a healthcare setting is required.
• A minimum of five years of experience in coaching, training, or adult education is required.
• A minimum of one year of experience supporting the improvement of patient experience in a healthcare setting is required.

Knowledge and Skills:

• Experience preferred in EPIC and MEDITECH software systems.
• Experience preferred in the Press Ganey Patient Experience data platform.
• Strong problem-solving skills and ability to quickly and dependably resolve issues and concerns.
• Ability to develop and lead interactive and engaging training and education programs relevant to service excellence.
• Excellent communication skills (verbal and written) with a proven track record of effectively interfacing, training, and presenting information to multiple levels of the organization.
• Proficiency in writing and editing reports and other materials for training and development.
• Computer proficiency including Microsoft Word, Excel, PowerPoint, and Outlook.

Certifications/Licenses:

• Certification in change management preferred
• Licensure or certification in coaching, social work, or related field preferred

Workplace Conditions:

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; and talk or hear
• The employee frequently is required to walk and stoop, kneel, crouch
• The employee is occasionally required to stand
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus

WORK ENVIRONMENT:

• General office environment and the noise level in the work environment is usually moderate

Benefits:

Sinai Health System’s goal is to provide you with the most comprehensive benefit package possible while balancing our fiscal commitments and obligations. Sinai Health Systems currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage. Along with Employer Paid Life and Accidental Death & Dismemberment (AD&D), Supplemental Life, Short-Term and Long-Term Disability, Health Savings Account (HSA) and Flexible Spending Account (FSA), Employee Assistance Program and Student Loan Assistance. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Sinai Health Systems.

Living the Values:

• TEAMWORK - Caregiver works together with other caregivers to create and maintain an inclusive workplace where differences, inclusivity, conflict resolution and open communication are valued
• RESPECT - Caregiver shows mutual respect and fairness, treats each person with dignity and encourages each individual’s unique talents and contributions
• QUALITY - Caregiver improves our services by following protocol and suggesting improvements based on observations, continuous learning and industry best practices
• INTEGRITY - Caregiver holds self and others accountable for their actions and are honest and ethical in all dealings
• SAFETY - Caregiver practices behaviors that promote safety for all patients, visitors, and caregivers
• ROLE MODEL - Caregiver is a dependable role model and champions our values through their daily interactions with patients, customers and coworkers