Memorial Hermann Health System
System Director, Consumer Experience Integration
Memorial Hermann Health System, Houston, Texas, United States, 77246
System Director, Consumer Experience IntegrationAt Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.
Job Summary
The Director, Consumer Experience Integration is responsible for leading and executing consumer-centric deliverables to drive continuous improvement of the care experiences for consumers, patients and their loved-ones. Serves as a subject matter expert on consumer, patient and family experience, including identifying industry best practices, advocating for engagement and fostering an environment that drives service excellence. Responsible for the development and implementation of initiatives and strategies across the system to drive change, process improvement and technology enhancements based on consumer feedback. Works closely with System Services and Campus leadership teams to support the delivery of the Memorial Hermann Consumer Experience strategy across the health system.
Job DescriptionMINIMUM QUALIFICATIONS
Education:
Bachelor's Degree in Business, Management, Healthcare Administration or related field required; Master's Degree preferred.
Licenses/Certifications:
Certified Patient Experience Professional (CPXP), Certified Customer Experience Professional (CCXP), Project Management Professional (PMP), or Lean Six Sigma Green Belt (LSSGB) preferred.
Experience / Knowledge / Skills:
Five (5) years of leadership experience for Consumer or Patient Experience teams, in a large matrixed healthcare organization required.
Excellent presentation, communication, interpersonal and collaboration skills.
Ability to lead through influence and partner with physician, nursing, and operations leaders and teams to drive measurable improvements in key consumer experience outcome metrics.
Detail oriented with exceptional organizational skills to prioritize and manage multiple projects, programs or deliverables on time and as expected.
Strong quantitative/qualitative analytical and problem-solving skills in driving improvement in Net Promoter Score (NPS) and HCHAPS metrics required; Qualtrics experience preferred.
Knowledge of Change Management, Lean Six Sigma, and Human-Centered Design with the ability to apply improvement science practices preferred.
PRINCIPAL ACCOUNTABILITIES
System Leadership
Accountable for the leadership of the system Consumer Experience Integration (CXI) team.
Leads measurable improvements in consumer experience outcome metrics and achievement of Memorial Hermann targets and goals with respect to consumer opinion and services.
Partners closely with the VP, Consumerism and collaborates with System Consumer Experience Design (CXD), Consumer Experience Learning and Engagement (CXLE), and Consumer Analytics (CXA) teams to identify and design required interventions to drive system or local improvement in key metrics.
Provides subject matter expertise to the implementation and integration of patient and consumer centric programs and partnerships to meet unique needs of our patients and families and ensure the sustainment of the Memorial Hermann Experience (MHE).
Leads and participates in multiple cross-functional teams to manage deliverables related to improving the consumer experience across all care sites (i.e. MHE sustainment committee, Language Line).
Campus Collaboration
Effectively communicates vision and strategies to partner with Campus leaders and teams to obtain and maintain buy-in on consumer experience initiatives and deliverables.
Builds and fosters relationships with Consumer Experience Management teams to ensure the sustainment of the MH Experience and implementation of new deliverables to drive sustained improvement in CX outcome metrics.
Routinely creates and delivers impactful business cases to local administrative, operations, medical, nursing, ancillary, finance and legal/risk leadership teams on problem investigation, resolution, response, and prevention to take action on counter-measures to drive necessary improvement.
Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization, mentor, and resource to less experienced staff.
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
Other duties as assigned.
About UsTogether, we’re creating an environment where exceptional care can flourish.
#J-18808-Ljbffr
Job Summary
The Director, Consumer Experience Integration is responsible for leading and executing consumer-centric deliverables to drive continuous improvement of the care experiences for consumers, patients and their loved-ones. Serves as a subject matter expert on consumer, patient and family experience, including identifying industry best practices, advocating for engagement and fostering an environment that drives service excellence. Responsible for the development and implementation of initiatives and strategies across the system to drive change, process improvement and technology enhancements based on consumer feedback. Works closely with System Services and Campus leadership teams to support the delivery of the Memorial Hermann Consumer Experience strategy across the health system.
Job DescriptionMINIMUM QUALIFICATIONS
Education:
Bachelor's Degree in Business, Management, Healthcare Administration or related field required; Master's Degree preferred.
Licenses/Certifications:
Certified Patient Experience Professional (CPXP), Certified Customer Experience Professional (CCXP), Project Management Professional (PMP), or Lean Six Sigma Green Belt (LSSGB) preferred.
Experience / Knowledge / Skills:
Five (5) years of leadership experience for Consumer or Patient Experience teams, in a large matrixed healthcare organization required.
Excellent presentation, communication, interpersonal and collaboration skills.
Ability to lead through influence and partner with physician, nursing, and operations leaders and teams to drive measurable improvements in key consumer experience outcome metrics.
Detail oriented with exceptional organizational skills to prioritize and manage multiple projects, programs or deliverables on time and as expected.
Strong quantitative/qualitative analytical and problem-solving skills in driving improvement in Net Promoter Score (NPS) and HCHAPS metrics required; Qualtrics experience preferred.
Knowledge of Change Management, Lean Six Sigma, and Human-Centered Design with the ability to apply improvement science practices preferred.
PRINCIPAL ACCOUNTABILITIES
System Leadership
Accountable for the leadership of the system Consumer Experience Integration (CXI) team.
Leads measurable improvements in consumer experience outcome metrics and achievement of Memorial Hermann targets and goals with respect to consumer opinion and services.
Partners closely with the VP, Consumerism and collaborates with System Consumer Experience Design (CXD), Consumer Experience Learning and Engagement (CXLE), and Consumer Analytics (CXA) teams to identify and design required interventions to drive system or local improvement in key metrics.
Provides subject matter expertise to the implementation and integration of patient and consumer centric programs and partnerships to meet unique needs of our patients and families and ensure the sustainment of the Memorial Hermann Experience (MHE).
Leads and participates in multiple cross-functional teams to manage deliverables related to improving the consumer experience across all care sites (i.e. MHE sustainment committee, Language Line).
Campus Collaboration
Effectively communicates vision and strategies to partner with Campus leaders and teams to obtain and maintain buy-in on consumer experience initiatives and deliverables.
Builds and fosters relationships with Consumer Experience Management teams to ensure the sustainment of the MH Experience and implementation of new deliverables to drive sustained improvement in CX outcome metrics.
Routinely creates and delivers impactful business cases to local administrative, operations, medical, nursing, ancillary, finance and legal/risk leadership teams on problem investigation, resolution, response, and prevention to take action on counter-measures to drive necessary improvement.
Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization, mentor, and resource to less experienced staff.
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
Other duties as assigned.
About UsTogether, we’re creating an environment where exceptional care can flourish.
#J-18808-Ljbffr