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Overview

Provides leadership and oversight with system and entity leaders and their teams to support the deployment of patient experience goals and initiatives. Responsibilities include, but are not limited to, participating in the development and deployment of patient experience strategies ensuring a consistent experience across the system. Works closely with hospital and entity leadership teams to identify, prioritize, plan, and oversee improvement efforts.

Essential Job Functions :

+ Oversees and coordinates efforts to performance unit level auditing, data analysis and process observations in order to identify “current state” service gaps.

+ Works with CXO and entity leadership teams to develop/design effective/innovative solutions to address service gaps.

+ Provides consultation and coaching services to leadership and frontline team members relevant to assigned project and/or focus area.

+ Performs periodic audits to ensure consistent application of evidence-based tools and techniques.

+ Assists in the development, implementation and evaluation of best practices or related PX trends for service improvement in order to address broad range of customer service operational issues based upon evidence based data / metrics.

+ Works with CXO and other members of entity level patient experience teams to ensure consistency and seamlessness in the patient experience.

+ Participates in entity patient and family councils and advisory groups and uses feedback to strengthen local patient experience efforts through community awareness.

+ Maintains legal compliance with all federal, state and local regulatory agencies.

+ Performs other duties as assigned.

REQNUMBER: 31637