Regional Director, Patient Experience

Job Description

Partners with mid-level and senior leadership to educate on patient and family-centered care.

Identifies departments and units requiring focus by monitoring results and action plans.

Collaborates with physicians to enhance communication with patients and families.

Analyzes and translates statistical patient experience results to identify best practices.

Implements experience blueprints and standards for consistent service delivery.

Researches and maps consumer journeys to identify pain points and solutions.

Partners with leadership to foster a rich culture focused on service standards.

Leads the deployment of patient experience education.

Conducts simulation labs to validate evidence-based practices impacting patient experience.

Oversees patient experience project management to ensure timely and effective completion.

Leverages analytical, project management, and interpersonal skills to lead large-scale improvement projects.

Knowledge, Skills, And Abilities

• Knowledge of clinical and nonclinical acute hospital operations and continuum of care (connected care) pre/post-acute services
• Strong consultant skillset, with the ability to influence all levels in the organization
• Exhibits excellent complex analytical, and change management skills
• Solid ability to analyze and evaluate business problems by defining the challenges, identifying alternatives, and making timely decisions
• Absolutely self-directed with strong organizational and team building skills
• Management skills to effectively direct and grow AdventHealth Tampa Patient Experience team members
• Strong knowledge of Patient Experience best practices, and how to best integrate with clinical care
• Solid knowledge of all survey tools across all service lines, CMS CAHPS requirements, statistical concepts, and the survey process
• Expertise in effective methods of education and adult learning practices
• Vendor management skills to direct the work of our patient experience vendor partners
• Excellent verbal and written communication skills
• Able to develop concise, effective and succinct presentations
• Strong public presentation skills, with a demonstrated track record of speaking
• Attention to detail, ability to lead, organize and work on multiple initiatives/projects without compromising work
• Proficiency in Microsoft Outlook, Word, PowerPoint, Excel
• Knowledge of Lean or Six Sigma Performance Improvement methods

Education

• Bachelor's of Nursing

Work Experience

• 10+ of healthcare related experience
• 10+ years experience
• 2+ of experience leading patient experience or clinical care in a hospital environment, with demonstrated success
• 5+ of experience in a healthcare leadership position with demonstrated skills in team building, goal achievement, successful project management, education and consulting
• 5+ years related experience
• Leadership experience in strategic/cultural planning and execution with executive leadership and physicians with the ability to listen, assess, coach, mentor, motivate, and problem solve

Licenses And Certifications

• Registered Nurse (RN)
• Six Sigma

Physical Requirements

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Pay Range

$105,064.04 - $195,321.62