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Executive Director, Patient Experience Operations
3 months ago
If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.
The Division of Ambulatory Services is currently seeking a full time Executive Director, Patient Experience Operations to work in Doral. The Executive Director, Patient Experience Operations develops an integrated patient focused service plan, in collaboration with system-wide leadership, and oversees initiatives that create a positive experience for all patients and guests. Key responsibilities include measurement, monitoring and assessing the outcomes of all patient experience initiatives. The executive director also facilitates the harmonization of the patient experience throughout all entities and service lines and serves as a point of contact and guide for strategic patient experience initiatives, ensuring all department teams have a common strategic focus.
CORE RESPONSIBILITIES
1. Develops an integrated patient focused customer service plan, including vision, mission, business case, strategy, deliverables, project execution, measurement, and results. Gathers feedback through interaction with patients and hospital staff and utilizes information gathered to spearhead improvements.
2. Works in partnership with the Senior Leadership, on patient/member experience program, development, validation, implementation, training, and special projects on a system-wide level. Meets regularly with leadership to discuss patient experience, key performance indicators, opportunities for improvement, and to resolve any issues.
3. Develops and administers policies and procedures that provide a high level of quality care and services for patients and their families. Optimizes system outputs by evaluating and increasing the effectiveness and efficiency for meeting patient experience needs and expectations.
4. Manage and facilitates high visibility processes and projects, which enhance patient satisfaction and focus on the patient's overall experience and navigation.
5. Maximizes data analytics and leverages patient engagement tools to enhance the human-centered-experience through sharing of best practices and reporting data throughout the system. Analyzes and presents project data to senior leaders.
6. Monitors facility-wide practices that enhance Press Ganey, CAHPS, and reports patient satisfaction data.
7. Raises awareness across the institution on the importance of increasing patient safety, service, satisfaction, and efficiency by incorporating performance improvement methodologies and accountability dashboards.
8. Provides analysis of patient metrics and leads efforts to develop and refine analysis of patient/member experience data.
9. Collaborates with clinical, administrative, and operations leadership to recommend and implement initiatives that continually promote improvements that impact patient/member experience. Simplifies the understanding of the patient experience and garners support and implementation of best practices.
10. Creates methods and resources for embedding improvements and promotes ongoing support for a patient/member- centered culture beyond the engagement period. Coaches, educate, and inspires employees at all levels on patient/member experience endeavors. Provides recommendations for operational improvements.
11. Consults across the system on all aspects of the patient experience, while interpreting patient metrics, and leads efforts to develop and refine analysis of patient experience data.
12. Creates patient experience dashboards that encompasses data from all operating systems
13. Maintains current knowledge of external market to understand best practices and to develop initiatives and business plans for the improvement of the patient experience. Implements new innovative approaches based on best practices in the industry
14. Supervises, mentors, disciplines, trains, and discharges department staff and prepares performance reports.
15. Ensures internal control oversight and compliance with laws and regulations, safeguarding of assets, compliance with University policies and procedures, reliability of internal and external reporting, and efficiency and effectiveness of operations. Creates an effective control environment, conducts risk assessment, implements, and monitors controls.
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, as necessary.
MINIMUM REQUIREMENTS
Education Requirements (Essential Requirements):
Master’s degree in healthcare leadership or MBA is required. Bachelor’s degree in Business, Finance, and Marketing preferred.
Five years of effective leadership experience in a large and complex organization; experience on an academic medical setting is preferred
The ideal candidate will have team leadership and project management skills with a minimum of 3 years’ direct customer service or hospitality experience
Any appropriate combination of relevant education, experience and/or certification may be considered.
The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.
UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.
Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.
The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.
Job Status:Full timeEmployee Type:StaffPay Grade:H19