Director Patient Experience Job at UofL Health
Overview:
Full-time/Days
The Director of Patient Experience leads efforts at University of Louisville Health in transforming culture through development of programs, methods, and initiatives to drive quality and service excellence and continually enhance the patient and family experience. The Director serves as a leader who will implement and continue to evolve the patient experience strategic and tactical plan. The Director will serve as a leader who will drive performance improvement in the areas of HCAPHPS, Press Ganey, and other surveys that measure patient and family experience. Works directly with executive teams as well as departmental leaders to create and operationalize strategy and organizational goals. Provide leadership and accountability for the management of people, finances and business operations concerning the measuring of patient experience. Interacts with all levels of the organization: Physician groups, administrative and management teams, and all employees to create, implement, monitor and report outcomes of patient and family experience initiatives. Provides support in all related quality and performance improvement processes including strategic planning, consultation, education and team facilitation. Responsibilities:
Experience (required and preferred):
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UofL Health is Hiring!
Full-time/Days
The Director of Patient Experience leads efforts at University of Louisville Health in transforming culture through development of programs, methods, and initiatives to drive quality and service excellence and continually enhance the patient and family experience. The Director serves as a leader who will implement and continue to evolve the patient experience strategic and tactical plan. The Director will serve as a leader who will drive performance improvement in the areas of HCAPHPS, Press Ganey, and other surveys that measure patient and family experience. Works directly with executive teams as well as departmental leaders to create and operationalize strategy and organizational goals. Provide leadership and accountability for the management of people, finances and business operations concerning the measuring of patient experience. Interacts with all levels of the organization: Physician groups, administrative and management teams, and all employees to create, implement, monitor and report outcomes of patient and family experience initiatives. Provides support in all related quality and performance improvement processes including strategic planning, consultation, education and team facilitation.
1. Provides operational insight into the coaching and strategic plans, facilitates execution of the UofL Health patient experience strategy in collaboration with the Executive Director of Quality.
2. Plans, implements, evaluates, and documents a patient experience program for the organization.
3. Evaluates hospital practices to identify opportunities for improvement in patient experience and HCAHPS ratings.
4. Collaborates with senior leaders and management teams to develop and achieve goals and to incorporate patient experience improvements in facility initiatives/programs
5. Identifies internal and external best practices for the patient experience and promotes and disseminates these for the patient experience; provides education, resources, benchmarking and data analytics on the patient experience; and collaborates with a variety of departments across campuses to ensure the delivery of patient-centered care.
6. Utilizes evidence based best practices including but not limited to Nurse Leader Rounding, Employee Rounding, Senior Leader Rounding, Hourly Rounding, Standards of Behavior, etc.
7. Supports and leverages patient and family advisory councils to ensure the voice of the customer is represented in UMMC MTC operations and improvement efforts.
8. Assesses employees, departments and medical staff as related to patient experience (“PX”) with the purpose of developing proactive, targeted coaching plans, training activity, and setting goals to improve results
9. Manages, monitors and assesses Press Ganey data as well as the outcomes of all PX initiatives.
10. Provides regular communication to senior leadership on project timelines and progress, including in-depth analysis of all patient metrics, PX Surveys, written and verbal compliments and complaints, and qualitative data from multiple sources
11. Recognizes and initiates opportunities for engaging physicians in patient experience improvement activities.
12. Develops and educates leaders and key staff employees in the philosophy and techniques of patient experience improvement through one-on-one coaching to improve customer satisfaction results.
13. Performs other duties as assigned
Qualifications:
2. Plans, implements, evaluates, and documents a patient experience program for the organization.
3. Evaluates hospital practices to identify opportunities for improvement in patient experience and HCAHPS ratings.
4. Collaborates with senior leaders and management teams to develop and achieve goals and to incorporate patient experience improvements in facility initiatives/programs
5. Identifies internal and external best practices for the patient experience and promotes and disseminates these for the patient experience; provides education, resources, benchmarking and data analytics on the patient experience; and collaborates with a variety of departments across campuses to ensure the delivery of patient-centered care.
6. Utilizes evidence based best practices including but not limited to Nurse Leader Rounding, Employee Rounding, Senior Leader Rounding, Hourly Rounding, Standards of Behavior, etc.
7. Supports and leverages patient and family advisory councils to ensure the voice of the customer is represented in UMMC MTC operations and improvement efforts.
8. Assesses employees, departments and medical staff as related to patient experience (“PX”) with the purpose of developing proactive, targeted coaching plans, training activity, and setting goals to improve results
9. Manages, monitors and assesses Press Ganey data as well as the outcomes of all PX initiatives.
10. Provides regular communication to senior leadership on project timelines and progress, including in-depth analysis of all patient metrics, PX Surveys, written and verbal compliments and complaints, and qualitative data from multiple sources
11. Recognizes and initiates opportunities for engaging physicians in patient experience improvement activities.
12. Develops and educates leaders and key staff employees in the philosophy and techniques of patient experience improvement through one-on-one coaching to improve customer satisfaction results.
13. Performs other duties as assigned
Education / Accreditation / Licensure (required & preferred):
- Master’s Degree in a clinical or healthcare related field required. (ie: health care administration, business administration, public health)
Experience (required and preferred):
- 3 years of hospitality experience
- 5 years of healthcare experience including previous leadership/management experience.
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