Regional Vice President of Patient Experience

2 months ago

Philadelphia, United States M.L. Best Consulting Full time

M.L. Best Consulting is proud to lead the search for a dynamic Regional Vice President of Patient Experience for our client, a $14B annual revenue, multi-state, top 15 non-profit health system based in the Greater Philadelphia, Pennsylvania area. This position offers a unique opportunity to work closely with various key stakeholders such as the executive team, operational leadership, physicians, nursing staff, and frontline employees. As a Regional VP of Patient Experience, you will be actively involved in driving patient-centered initiatives and ensuring that the organization remains focused on providing exceptional care and service to all patients.


Essential Functions:

  • This senior leader will be accountable for leading the regional experience strategy consistent with the best available evidence to transform systems, processes, and organizational behaviors.
  • This leader will lead cultural change aligned with evolving principles of human-centered design practice.
  • This role will support other regional enterprise teams with the design, implementation, and evaluation of programs that facilitate the service excellence culture across Jefferson.
  • This leader will establish standard approaches to review and respond to voice of the customer data including the pursuit of the latest innovations in real-time service response.


Responsibilities:

Enhance Patient and Family Experience

  • Clearly defines with the input of patients, families, leadership, and staff the optimal service experience, including the systems and behavioral changes necessary to achieve cultural transformation throughout the entire organization.
  • Lead the execution of strategy for optimizing the consumer journey across the regional service area.
  • Align local service excellence action plans with Jefferson enterprise-wide strategies.
  • Foster a culture of human-centeredness, ensuring that every patient, and family member receives exceptional experience in the delivery of care within the institutions.
  • Strategically develops, refines, and improves key performance indicators and measurement methods using industry-leading tools.
  • Works to ensure alignment of people, processes, systems, and rewards across the region with industry-leading practice.
  • Serves as the subject matter expert for service excellence, maintaining an active understanding of current thinking and innovative interventions/programs regarding the patient experience both locally, nationally, and internationally.


Internal Stakeholder Engagement

  • Design internal training programs to enhance the service experience for patients, families, and internal interactions.
  • Partner with human resources and operations to operationalize service excellence reward and recognition programs.
  • Design and deploy all patient and staff rounding initiatives.
  • Establish internal structures and mechanisms to ensure internal engagement in service excellence improvement.
  • Develop and deploy all internal reporting for service key performance measures.


External Stakeholder Engagement

  • Ensure regulatory compliance for all patient rights and responsibility requirements relative to complaints and grievances.
  • Serve as regional patient grievance officer and ADA compliance advocate.
  • Develop and deploy a community engagement platform to create space for patients, families, and community members to actively engage in organizational decision-making.
  • Establish patient and family advisory councils for regional patient segments.
  • Foster cross-functional collaboration between community members, patient advisors, and regional leadership to ensure exceptional delivery of services and programs.


Important areas of practice knowledge will include:

  • Service Excellence Training
  • Internal Communications
  • Patient Experience Improvement
  • Community Engagement
  • Patient and Family Centered-Care
  • Voice of the Customer Measurement Strategy
  • Human-Centered Design Principles
  • Organizational Change Management
  • Best Service/Service Recovery Practices & Protocols
  • Workforce engagement around patient experience
  • CAHPS Surveys, Metrics & Standards


Key Qualifications

  • A track record of distinguished performance and proven success. Having successfully navigated highly matrixed and complex organizations.
  • Requires an advanced degree in Organization Development, Public Health, Health Administration, Business, or a related field.
  • Completion of advanced training in human-centered design, patient and family-centered care, or patient experience. Experience preferred with Patient-Centered Outcome Research (PCORI) grants funding and CPXP certification.
  • 7 – 10 years of related experience with progressive levels of responsibility required
  • A documented track record of implementing and accomplishing customer service improvements in a large academic complex healthcare organization or system required
  • Advanced knowledge of Various CAHPS surveys, patient satisfaction survey tools, the field of consumer research, and complaint and grievance management
  • A proven track record of results and working with process management
  • Performance in patient satisfaction surveys in the upper tier (75th percentile or higher)
  • Able to lead & facilitate meetings across the enterprise and across diverse audiences
  • Advanced data analysis and interpretation skills are needed to lead the service improvement effort and to create the credibility needed for interaction with hospital leaders and faculty
  • Able to articulate challenges and to be proactive and aggressive in thinking about new ways to do things and create enthusiasm for new initiatives
  • Able to elicit commitment from stakeholders and team members
  • Ability to communicate effectively verbally and in writing, with all personnel, physicians, executives, patients, and visitors


Preferred Qualifications

  • Completion of advanced training in human-centered design, patient and family-centered care, or patient experience
  • Patient-Centered Outcome Research (PCORI) grant funding and CPXP certification

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