Senior Director, Network Patient Experience Informatics,

About the Role

The Senior Director of Patient Experience Informatics provides decision support and drives network-wide outcomes to improve patient experience enterprise-wide through analytics, transparency, and strategic use of patient experience data. This role performs data analysis and research to identify trends and opportunities, supporting the overall patient experience strategy for all 9 WMCHealth hospitals and medical practice/ambulatory services clinics. The position partners with the SVP, Chief Patient Experience Officer, and VP of Patient Experience to ensure the organization meets or exceeds service goals as measured by internal and federal/state-required patient experience surveys.

Responsibilities

• Manages WMCHealth Patient Experience Data & Analytics programs across the network.
• Serves as key contact for external experience data vendors and liaisons for WMCHealth internal stakeholders.
• Oversees support for consumer analytics and patient experience engagement tools.
• Acts as internal content expert, providing consistent and actionable data to drive patient experience improvements across all 9 hospitals within the WMCHealth network.
• Designs and implements comprehensive and cadenced patient experience reporting and analytics, including goal setting and metric monitoring.
• Supervises setup of onboarding/offboarding of clinical personnel and locations.
• Manages the entire database, including survey modifications, customizations, and setting targets for sampling and response rates system-wide.
• Collaborates with IT/System Analytics to obtain and provide data and works with IT/Data Warehouse to resolve technical problems related to data.
• Compiles, edits, and interprets results using techniques ranging from simple data aggregation to statistical analysis and complex data mining.
• Identifies best practices, benchmarking, and indicators with correlating results.
• Leverages analytical knowledge and process improvement skills to drive the development of analytical solutions.
• Directs and supports site-based patient experience “deep-dives,” reviewing key themes and opportunities for improvement and driving ongoing initiatives.
• Leads initiatives involving exploration and analysis of data across a variety of patient feedback data platforms.
• Develops and disseminates dashboards for easy end-user interpretation and analysis to key stakeholders and senior leaders.
• Develops tools and resources to help leaders, physicians, and caregivers drive improvement through actionable reporting.
• Tracks and trends regulatory publicly reported data, quality, CAHPS, and consumer analytics network-wide.
• Prepares regular and special reports regarding hospital service performance for leadership meetings at all levels, including the Board of Trustees.
• Adheres to WMCHealth policies and procedures and safeguards organizational assets.

Qualifications

• Experience: 7 years of experience relevant to patient experience, required. Experience in a teaching hospital and/or health administration management, preferred.
• Education: Master’s degree in a related field required.

Skills

• Proficiency in analyzing and interpreting patient experience data.
• Excellent customer service, interpersonal communications, critical thinking, problem-solving, and conflict resolution skills.
• Strong analytic skills, including analysis, planning, organizing, and troubleshooting.
• Ability to rapidly identify and define problems, collect and analyze data, establish root cause, and implement optimal solutions.
• Ability to function in high-stress environments, multitask, and establish priorities under minimal supervision.
• Ability to work collaboratively in a fast-paced team environment.
• Proven success applying a team approach to obtain resolution and work effectively with all levels in a large matrix organization.
• Proficiency with office equipment and computer applications.