EvergreenHealth is committed to a culture of patient and family centered care. The Director of Patient Experience works in collaboration with leadership throughout the organization to develop and manage strategy for the patient experience. The Director represents the voice of the patient with leaders, medical staff, and associates. The incumbent will collaborate on the design and implementation of initiatives that support EvergreenHealth’s patient experience vision of every patient feeling like our only patient at all points of service. Responsible for strategy development, planning and implementation of programs, based on understanding the viewpoint that consumers/patients have about EvergreenHealth, to ensure an exceptional patient experience for patients and their families throughout EvergreenHealth system. This position reports to the Chief Marketing, Communications & Customer Engagement Officer.
The Director of Patient Experience oversees the surveying and reporting processes.The Director oversees related programs such as Service Recovery, communication of patient experience data, and technology that supports the patient experience such as automated discharge phone calls and rounding tools. The Director of Patient Experience effectively manages multiple projects, serves on various key committees at the site and system level, and performs other special activities as directed. The Director monitors and tracks progress throughout the hospital for accountability, identifies areas for opportunity and drive success in patient care experience by reaching and/or exceeding designated goals. Carries out complex cross-functional projects using advanced organizational development and change management skills and methods working closely with the Marketing and Communications Team and all managers and supervisors.
Facilitates on-going internal and external reporting and communications regarding the status of outcomes related to continuous improvement.
Develops the annual plan, directly designs, manages and, monitors the service experience of patients when they are in our care – working with providers and all levels of staff in all services, and programs to create a consistent and sustainable system of service.
Manages the Patient Satisfaction/Perception survey vendors to ensure appropriate sample sizes and focus for each service; manages survey contracts and all vendor issues, including interface with the IT department. Also manages vendor selection and ongoing management for the community survey process, focus groups and other related research.
Works with key stakeholders and performance data to assess the current performance and identifies those plans, processes, measures and actions to achieve the desired state.
Assists to develop, implement, evaluate and adjust strategies to build loyalty and place the patient at the center of all we do to advance EvergreenHealth patient experience.
Identifies tactics, metrics and monitoring systems to achieve the desired state of systematic and consistent performance.
Ability to build both internal and external relationships and a high level of trust in order to fearlessly engage in candid, respectful coaching conversations unrestricted by reporting hierarchy.
Creates new curriculum, and sources of education for all internal stakeholders.
Coordinates with other organizational effectiveness consulting expertise to embed learning in the way the organization operates daily to continue to achieve ever increasing levels of performance.
Assesses, designs, deploys and interprets performance metrics related to patient loyalty, patient experience, and operational excellence.
Monitors and tracks progress throughout the hospital for accountability, identifies areas for opportunity and works directly with key stakeholders to develop plans for the organizational and personal learning necessary to improve individual and collective work performance and to sustain an engaged workforce.
Provides expert level facilitation and change management coaching.
Provides leadership to develop, create and foster a patient and family centered environment through venues such as Patient and Family Advisory Council, focus groups and other committees as appropriate.
Applies an organized, sequenced and systematic change process to ensure successful implementation and outcomes.
Assists the organization in debriefing, analyzing and in troubleshooting current and future change initiatives and plays an active role in organizational “course correction” to ensure objectives are met.
Works closely with Directors and Leadership across EvergreenHealth in the planning strategy to drive and sustain a systematic, organizational-wide approach to the overall EvergreenHealth patient experience.
Provides direct oversight for vendor relationships with patient experience related programs and tools used to drive patient experience outcomes.
Undergraduate degree – required (in a clinical discipline preferred and Master’s degree in Business or Healthcare related field preferred)
Minimum of three (3) years preferred in a leadership position in a complex healthcare organization with increasing levels of responsibility and authority.
Minimum of three (3) years preferred of operational and performance improvement experience in a variety of clinical settings