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Purpose:

The Director, Patient Satisfaction will manage and direct a portfolio of initiatives across UPMC's divisions that support strategy, program development, to improve, measure and report the patient experience. They will provide the Executive Vice President, Chief Quality Officer and clients (e.g., business unit executives) with consultative advice, rigorous analytics, process facilitation, coordination across multiple business units, and objective research to develop strategies and plans for improving performance. Key domains include but are not limited to: the development of strategy for UPMC and operating units, program development activities, patient satisfaction measurement and performance improvement, patient flow and care model design.

Responsibilities:

+ Prioritize key projects; allocate staff time to ensure timely completion of deliverables; ensure overall quality of deliverables.

+ Continuously assess the capabilities, resources and infrastructure of the Department; implement enhancements to better meet system and client needs.

+ Develop new policies and procedures as needed to fulfill the Department's mission.

+ Hire a team with the appropriate mix of skills, expertise, and experience to fulfill the Department's goals.

+ Complete Department and other assigned administrative responsibilities in a timely and effective manner.

+ Maintain rigorous analytical, data synthesis, and data manipulation skills (e.g., Excel, Access, Visual Basic/macros, SQL, Cognos, etc.)

+ Understand current organizational priorities and objectives.

+ Communicate and collaborate with internal and external constituents to ensure coordinated and effective strategies are pursued while work is streamlined.

+ Complete projects in a timely manner.

+ Ensure client needs are met.

+ Mentor and develop team members; develop skills and refine management acumen.

+ Manage budget; ensure targets for the Department are met.

+ Ensure results for domain of primary responsibility are achieved. Work with clients/business unit executives to identify high-value projects and develop effective plans and strategies for achieving agreed upon results.

+ Support senior executives throughout the organization.

+ Manage external constituents (e.g., contract with vendors; develop collective vision with partners and negotiate terms)

+ Lead and manage interdisciplinary teams as they develop plans to guide operating unit priorities and resource allocations to improve the patient experience. Key activities often include conflict resolution, creative brain storming, and objective/factual descriptions of current dynamics.

+ Provide timely, candid, and effective performance feedback.

+ Master's level degree in Business Administration, Health Administration or a quantitative field of study (e.g., mathematics, economics, sciences, finance, etc.) with a minimum 7 years of relevant experience (e.g., , quantitative decision support, finance, service line management, health plan/insurance) required; or a Bachelor's degree with 10 years of experience required.

+ Prior experience should include project management (framing projects, developing work plans, completing deliverables, etc.); staff management (leading and developing teams, providing timely and accurate feedback, etc.); client management (leading organizations through influence, communicating to diverse audiences, etc.); and advanced analytics (manipulating complex datasets, interpreting data, creating decision making tools, communicating complex analytical concepts in easy to understand ways, etc.).

+ Experience with some operational experience is preferred.

+ Given the breadth of projects spanning all UPMC divisions, the candidate must exhibit knowledge and understanding across the full continuum of services.

+ This position requires extensive client interactions, as well as business plan and presentation writing. **Licensure, Certifications, and Clearances:** **UPMC is an Equal Opportunity Employer/Disability/Veteran**