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DescriptionTHE ROLEThe Regional Director, Care Experience acts as the region champion dedicated to providing programmatic direction and leadership toward achieving a world-class culture of excellence in caregiver, clinician and patient experience. Fills a key leadership position in the implementation of programs to ensure a consistent, reliable, and exceptional experience for patients and their families and caregivers across all ambulatory care clinics in the region. Collaborates with senior leadership on the strategic vision of programs to promote alignment and excellence in the care experience that will be cascaded to all staff members, communicates progress on key initiatives to stakeholders, including executives and committees, oversees a data driven program collecting, tracking and analyzing patient experience trends for optimizing service outcomes. This position is responsible for assessing survey data from both caregivers and patients to communicate performance and create change at all levels within the organization. Creates and implements improvement plans for a positive and energizing working environment for caregivers and clinicians and an exceptional experience for patients and families. This position coaches core leaders to maximize the use of customer service tools and programs for an enhanced patient experience. Leads the care experience teams and committees in identifying and advancing strategic priorities resulting in improved patient, clinician and caregiver experience. Consults with executives and leaders through a matrix organizational structure across the care continuum to realize organizational goals. Determines strategy for implementing consumer-facing solutions. Experience liaison with the System to elevate the regional voice, contribute to program design, cascade information, articulate challenges and provide proactive and assertive thinking about new ways to do things and create enthusiasm around current and new initiatives. Responsible for management of the regional experience deliverables and accountable for patient relations, quality, resolution of patient complaints, identifying trends and developing programs to support core leaders in prompt resolution of concerns. Works collaboratively with system to ensure reputations management tools are effectively managed.MAJOR CHALLENGES:
Gaining commitment from all levels of the organization to embrace and adopt Providence experience improving behaviors.
Balancing multiple priorities with multiple teams while focusing on the goals of the overall organization.
Timely and effective communication within a large and complex organizational structure.
Managing performance in a matrix reporting structure.
Identify, with stakeholders, and implement innovative consumer-facing technology in a way that ensures adoption of tools.
ESSENTIAL FUNCTIONS
Promotes visibility of system experience initiatives and results through regular communications to the regional leadership, management and caregivers.
Collaborates with senior leadership to develop regional plans that align with strategic plans, improvement opportunities and assists in the implementation of key initiatives.
Champions the roll-out and implementation of training for managers, caregivers, and clinicians as related to improvement of culture, citizenship and patient experience to include new caregivers and clinicians.
Ensures appropriate analysis, graphics preparation, statistical reporting and distribution of information received from patient satisfaction and consumer surveys across the region. Educates and coaches executives, clinicians, core leaders and caregivers to support excellence strategies.
Partners will system leaders and regional leaders to implement innovative solutions to improve the consumer experience.
Leads teams to innovate, improve, and problem solve to improve caregiver and patient experience based on local and regional data. Deals with conflict and problematic situations openly and respectfully. Evaluates effectiveness of programs.
Develops and coordinates implementation of strategic plans, policies and standards that improve the patient/customer experience based on identified areas for improvements via survey tools
Collaborates with external experts to implement evidence-based services excellence tools and processes throughout the region.
Hardwires practices to ensure caregivers and clinicians are empowered to lead improvements in their work and have visible and open communications with leaders. Focuses the organization on reforming management and caregiver behaviors and retooling operational processes to better align them with patient needs.
Plans, organizes and directs department services to assure compliance with policies, regulatory agencies and best practices.
Coordinates with individuals, core leaders, risk, committees and other stakeholders to ensure timely review and follow up of patient concerns and grievances.
Lead in various program development strategies such as sustained communications training program, rewards and celebrations, new patient orientation, telephone etiquette, Our Caring Way and other service excellence initiatives.
Review facilities patient access areas for signage and conditions that may impact perception and experience and work with core leaders on action plans for improvement.
Support resources for secret shopping, testing phone systems and online access issues.
Support, develop and train patient experience champions.
Collaborate with clinic leadership in support of coaching techniques by assisting in the analysis, identification and utilization of expert clinician coaches to improve patient satisfaction.
Maintains shared responsibility with core leaders for all identified outcome measures.
Support core leaders in improvement plan development and diagnostic analysis of opportunities and barriers.
Assists in leading organizational cultural transformation with patient experience at the center to ensure all touch points meet and exceed patients’ needs.
Identifies areas for improvement, using Press Ganey and HCAHPS patient experience data.
Coordinates with individuals and committees to ensure timely review and follow up of patient concerns and grievances.
QUALIFICATIONS
Bachelor's Degree in Healthcare, Hospitality, Business, or related field; or Master's Degree in Healthcare, Hospitality, Business, or related field (preferred)
5 years of experience consumer/hospitality industry, employee engagement, patient satisfaction, culture development in health care or other service industry
2 years of leadership/management experience
Healthcare experience (preferred)
Certified Patient Experience Professional (CPXP) (preferred)
Lean Six Sigma or process improvement experience is a plus (preferred)
A strategic thinker, with clear vision and a passion for service excellence as a strategically critical business philosophy
Knowledge of service excellence methods
Demonstrates knowledge of the philosophy of service excellence including analyzing situations, engaging staff in finding solutions and motivating staff to select and implement appropriate interventions
Role model of service excellence skills in daily interactions
Excellent communication skills, including listening and presentation skills, both oral and written
Ability to interact professionally and comfortably with all levels of the organization
Works well in a team environment, with sound problem solving skills
Good understanding of statistics and ability to interpret statistical information
Desire to learn new skills and drive changes in a positive spirit of cooperation and collaboration
Excellent interpersonal skills and ability to work in a highly matrixed organization
Ability to organize and manage multiple concurrent projects
High degree of customer sensitivity, and attention to detail.
About ProvidenceAt Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.Check out our benefits page for more information about our Benefits and Rewards.Requsition ID: 304450
Company: Swedish Jobs
Job Category: Clinical Administration
Job Function: Clinical Support
Job Schedule: Full time
Job Shift: Day
Career Track: Leadership
Department: 3908 ADMINISTRATION WA 3
Address: WA Seattle 1730 Minor Ave
Work Location: Swedish Metropolitan Park East-Seattle
Pay Range: $62.26 - $100.22
The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.
Check out our benefits page for more information about our Benefits and Rewards.Providence offers a comprehensive benefits package including a retirement 401(k) Savings Plan with employer matching, health care benefits (medical, dental, vision), life insurance, disability insurance, time off benefits (paid parental leave, vacations, holidays, health issues), voluntary benefits, well-being resources and much more. Learn more at providence.jobs/benefits
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