Executive Director Patient Experience - South Division

About the role

The Executive Director of Patient Experience acts as the South Division champion dedicated to creating a world-class culture of excellence in patient and consumer experience. This position coordinates planning and execution of region-wide patient experience and service excellence programs.

Responsibilities

• Promotes visibility of Providence Experience initiatives and results through regular communications to the South Division leadership team, management and staff.
• Engages senior leadership in open and frank discussion about Providence Experience improvement opportunities and assists in the implementation of key initiatives.
• Champions the roll-out and implementation of customer service trainings for managers and staff as related to improvement of the patient experience.
• Safeguards appropriate analysis, graphics preparation, statistical reporting and distribution of information received from patient satisfaction and consumer surveys across the organization.
• Educates and coaches executives, managers and staff on service excellence strategies.
• Partners with system and division leaders to implement innovative products and solutions to improve the consumer experience.
• Ledges Experience Committees and acts as the principle coordinator of the division strategies.
• Participates as needed in Providence Experience meetings across the system.
• Maintains a current library of service excellence materials, references and information.
• Leads the Central Division in the development and implementation of the divisional strategic plan for Providence.
• Ensures the integration and alignment of patient experience strategies with teams across the division.
• Assists in leading organizational cultural transformation with patient experience at the center to ensure all touch points meet and exceed patients’ needs.
• Researches, develops, and coordinates the implementation of strategic plans, policies, and standards that promote the patient/customer experience.
• Responsible for oversight of patient satisfaction data for the division, and running of reports as needed.
• Provides guidance regarding patient experience data collection, tracking, distribution, and communication.
• Drives analytics to measure patient experience strategic goals.
• Identifies areas for improvement, using Press Ganey and HCAHPS patient experience data.
• Focuses the organization on reforming management and employee behavior and retooling operational processes to better align them with patient needs.
• Oversees training of multidisciplinary teams to use customer service tools and principles in daily activities.
• Collaborates with external experts to implement evidence-based service excellence tools and processes throughout the division.
• Plans, organizes, and directs the provision of services within the department to assure compliance with the organization's policies and procedures as well as The Joint Commission and appropriate regulatory agencies.
• Collaborates with individuals and committees to ensure timely review and follow up of patient concerns and grievances.

  Requirements

  Education & Credentials:

  • Bachelor's Degree in Healthcare, Hospitality, Business, or related field; or Master's Degree in Healthcare, Hospitality, Business, or related field.

  Experience & Expertise:

  • 10 or more years of experience in a healthcare or consumer/hospitality industry.
  • 10 or more years of related experience.
  • 8 years of leadership/Management experience.
  • 8 years of demonstrated experience in the philosophy of service excellence including analyzing situations, engaging staff in finding solutions and motivating staff to select and implement appropriate interventions.
  • 8 years of experience in statistical analysis and development of training programs (preferred).
  • 8 years of experience in implementation of consumer-facing products/solutions (preferred).

  Qualifications

  Professional & Leadership Capabilities:

  • Strategic thinker, with clear vision and a passion for service excellence as a strategically critical business philosophy.
  • Knowledge of service excellence methods.
  • Demonstrates knowledge of the philosophy of service excellence including analyzing situations, engaging staff in finding solutions and motivating staff to select and implement appropriate interventions.
  • Role model of service excellence skills in daily interactions.
  • Excellent communication skills, including listening and presentation skills, both oral and written.
  • Ability to interact professionally and comfortably with all levels of the organization.
  • Works well in a team environment, with sound problem solving skills.
  • Good understanding of statistics and ability to interpret statistical information.
  • Desire to learn new skills and drive changes in a positive spirit of cooperation and collaboration.
  • Excellent interpersonal skills and ability to work in a highly matrixed organization.
  • Ability to organize and manage multiple concurrent projects.
  • High degree of customer sensitivity, and attention to detail.

  Benefits

  At Providence, we offer a comprehensive benefits package including a retirement 401(k) Savings Plan with employer matching, health care benefits (medical, dental, vision), life insurance, disability insurance, time off benefits (paid parental leave, vacations, holidays, health issues), voluntary benefits, well-being resources and much more.