Community Health Systems
Corporate Patient Experience Director
Community Health Systems, Franklin, Tennessee, us, 37068
Community Health Systems is one of the nation’s leading healthcare providers. Developing and operating healthcare delivery systems in 40 distinct markets across 15 states, CHS is committed to helping people get well and live healthier. CHS operates 71 acute-care hospitals and more than 1,000 other sites of care, including physician practices, urgent care centers, freestanding emergency departments, occupational medicine clinics, imaging centers, cancer centers and ambulatory surgery centers.
Summary:
The Patient Experience Director works collaboratively with corporate leaders, including the SVP/CNO, and facility teams to help deliver excellent care and experiences for patients and families. The Director is responsible for leading, executing, implementing, and evaluating patient experience initiatives designed to support performance. The Director also works collaboratively with a team in development and implementation of patient experience related strategies and tactics at the facility level. As part of the CHS Clinical Operations team, this leader partners with key stakeholders in areas such as quality, service lines, performance improvement, data science, patient safety, GME and others to advance patient experience performance throughout the organization.
*** Please note this position requires availability to travel 25-30% of the time to hospitals, as needed.
Essential Responsibilities:
Implements strategies that drive and support patient experience results and enhance physician and staff engagement.
Drives improvement in organizational patient experience performance by supporting patient experience tactics and best practices in hospitals. Monitors and evaluates Best Practice execution at all hospitals.
Provides professional coaching to leaders at hospitals, including competency validation and consultation to influence leaders, direct care givers, and physicians to deliver excellent patient experience.
Monitors and ensures compliance, progression and follow-up on patient experience initiatives.
Maintains an awareness of patient experience updates and standards within the industry and assists with implementation of innovations across the facilities.
Collaborates with Patient Experience Advisors on evaluation of patient/family complaints.
Actively contributes in the corporate Patient Experience Improvement Committee to communicate patient experience updates and current trends across all CHS hospitals.
Campaigns for setting the Service ‘High Reliability Organization’ (HRO) Culture for the organization.
Actively contributes to develop quarterly patient experience educational webinars.
Analyzes internal and external clinical experience metrics to develop insights and strategies for improvement.
Serves as an influential expert on patient experience fundamentals and a Compassionate Care Model.
Performs other related and/or special projects as assigned.
The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.
Qualifications:
Required Education and Experience
Strong planning, customer service, organization, negotiation, decision-making, verbal, written, and interpersonal communication skills are essential to this position.
Minimum of 5 years related health care experience in a management position, with responsibility for program development, direction of staff and establishing/maintaining communications and relationships with hospital and corporate teams, process improvement, change management and patient experience with demonstrated ability to drive results.
Prior experience working with a survey vendor and the accompanying portal (i.e., Press Ganey) preferred.
Bachelor’s Degree in Nursing. (RN preferred)
Required Licensure and Certifications
Current and valid license as a Registered Nurse (RN) in a state within which CHS operates, Nursing Specialty Certification required.
Certified Patient Experience Professional (CPXP) preferred.
Required Minimum Knowledge, Skills, Abilities and Training
Commitment to high standards of excellence, continuous improvement and growth mindset.
Proactive problem solving.
Ability to demonstrate “grace under pressure.”
Ability to work independently and collaboratively.
Experience with and understanding of HCAHPS and CMS requirements and guidelines.
The Employee is required to read, review, prepare, and analyze written data and figures, using a PC or similar, and should possess visual acuity.
Ability to travel 25%-30%.
Essential Cognitive Functions:
Ability to comprehend and follow instructions; maintain attention and concentration for necessary periods; synthesize, coordinate, and analyze data, perform simple and repetitive tasks; maintain a work pace appropriate to given workload; perform complex and varied tasks; relate to other people beyond giving and receiving instructions; get along with co-workers and peers; understand the meaning of words and how to use them appropriately and effectively; understand and remember detailed instructions; make independent decisions or exercise judgment based on appropriate information; accept and carry out responsibility for direction, control and planning.
Physical Demands:In order to successfully perform this job, with or without a reasonable accommodation, the following are outlined below:
The Employee is required to read, review, prepare and analyze written data and figures, using a PC or similar, and should possess visual acuity.
The Employee may be required to occasionally climb, push, stand, walk, reach, grasp, kneel, stoop, and/or perform repetitive motions.
The Employee is not substantially exposed to adverse environmental conditions and; therefore; job functions are typically performed under conditions such as those found within general office or administrative work.
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Summary:
The Patient Experience Director works collaboratively with corporate leaders, including the SVP/CNO, and facility teams to help deliver excellent care and experiences for patients and families. The Director is responsible for leading, executing, implementing, and evaluating patient experience initiatives designed to support performance. The Director also works collaboratively with a team in development and implementation of patient experience related strategies and tactics at the facility level. As part of the CHS Clinical Operations team, this leader partners with key stakeholders in areas such as quality, service lines, performance improvement, data science, patient safety, GME and others to advance patient experience performance throughout the organization.
*** Please note this position requires availability to travel 25-30% of the time to hospitals, as needed.
Essential Responsibilities:
Implements strategies that drive and support patient experience results and enhance physician and staff engagement.
Drives improvement in organizational patient experience performance by supporting patient experience tactics and best practices in hospitals. Monitors and evaluates Best Practice execution at all hospitals.
Provides professional coaching to leaders at hospitals, including competency validation and consultation to influence leaders, direct care givers, and physicians to deliver excellent patient experience.
Monitors and ensures compliance, progression and follow-up on patient experience initiatives.
Maintains an awareness of patient experience updates and standards within the industry and assists with implementation of innovations across the facilities.
Collaborates with Patient Experience Advisors on evaluation of patient/family complaints.
Actively contributes in the corporate Patient Experience Improvement Committee to communicate patient experience updates and current trends across all CHS hospitals.
Campaigns for setting the Service ‘High Reliability Organization’ (HRO) Culture for the organization.
Actively contributes to develop quarterly patient experience educational webinars.
Analyzes internal and external clinical experience metrics to develop insights and strategies for improvement.
Serves as an influential expert on patient experience fundamentals and a Compassionate Care Model.
Performs other related and/or special projects as assigned.
The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.
Qualifications:
Required Education and Experience
Strong planning, customer service, organization, negotiation, decision-making, verbal, written, and interpersonal communication skills are essential to this position.
Minimum of 5 years related health care experience in a management position, with responsibility for program development, direction of staff and establishing/maintaining communications and relationships with hospital and corporate teams, process improvement, change management and patient experience with demonstrated ability to drive results.
Prior experience working with a survey vendor and the accompanying portal (i.e., Press Ganey) preferred.
Bachelor’s Degree in Nursing. (RN preferred)
Required Licensure and Certifications
Current and valid license as a Registered Nurse (RN) in a state within which CHS operates, Nursing Specialty Certification required.
Certified Patient Experience Professional (CPXP) preferred.
Required Minimum Knowledge, Skills, Abilities and Training
Commitment to high standards of excellence, continuous improvement and growth mindset.
Proactive problem solving.
Ability to demonstrate “grace under pressure.”
Ability to work independently and collaboratively.
Experience with and understanding of HCAHPS and CMS requirements and guidelines.
The Employee is required to read, review, prepare, and analyze written data and figures, using a PC or similar, and should possess visual acuity.
Ability to travel 25%-30%.
Essential Cognitive Functions:
Ability to comprehend and follow instructions; maintain attention and concentration for necessary periods; synthesize, coordinate, and analyze data, perform simple and repetitive tasks; maintain a work pace appropriate to given workload; perform complex and varied tasks; relate to other people beyond giving and receiving instructions; get along with co-workers and peers; understand the meaning of words and how to use them appropriately and effectively; understand and remember detailed instructions; make independent decisions or exercise judgment based on appropriate information; accept and carry out responsibility for direction, control and planning.
Physical Demands:In order to successfully perform this job, with or without a reasonable accommodation, the following are outlined below:
The Employee is required to read, review, prepare and analyze written data and figures, using a PC or similar, and should possess visual acuity.
The Employee may be required to occasionally climb, push, stand, walk, reach, grasp, kneel, stoop, and/or perform repetitive motions.
The Employee is not substantially exposed to adverse environmental conditions and; therefore; job functions are typically performed under conditions such as those found within general office or administrative work.
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