VP of Patient Experience

3 weeks ago

Fort Worth, United States BravoTECH Full time

The VP of Patient Experience is responsible for leading and overseeing all aspects of the patient experience within the hospital environment. This position is responsible for driving meaningful change in the patient experience across the network by developing and implementing strategies to enhance patient satisfaction, improve communication and engagement, and ensure a positive, compassionate and exceptional experience for patients and their families. The VP collaborates with various executives, leaders, staff and stakeholders to identify areas for improvement, implementing best practices, and measuring and monitoring patient satisfaction metrics. This position also plays a key role in training and educating staff on delivering exceptional patient care and addressing any concerns or complaints; and drives the identification of operational metrics across patient and non-patient facing departments that impact the patient experience.


Job Functions:

•Provides oversight and responsibility for enhancing and continually improving the overall patient and family experiences across the organization. Creates and monitors service standards for patient experience.

•Implements evidence-based practices to enhance patient care and service delivery as part of a network-wide strategy with actionable and measurable behaviors. This includes the strategies that impact the facility and community health clinics. Mentors leaders and staff for improved results, execution of best practices and chosen strategies, and develops methods for celebrating goal attainment.

•Defines the optimal patient experience, including the behavioral changes necessary to achieve cultural transformation throughout the entire organization. Collaborates with clinical, operational, and administrative teams to ensure patient experience is integrated into all aspects of care.

•Establishes cultural changes toward building a model of service excellence, hospitality, ownership, and results across the network. Assists in educating the organization in understanding employee, patient, and physician relationships to include best practices for achieving satisfaction between relationships.

•Partners with Human Resources to identify and implement strategies aimed at creating an organizational culture that supports an improved patient experience.

•Partners with various departments, including risk management, legal, and compliance to thoroughly investigate and resolve complaints and grievances that follow CMS guidelines.

•Develops the framework and related protocols in which all patient experience initiatives will be deployed across the Health Network.

•Develops service, educational, and training programs throughout the hospital relating to the patient experience. Documents and communicates the shared vision for experience improvements throughout the organization.

•Strategically develops, refines, and improves performance metrics and KPIs using standardized and customized tools. Consistently measures and enhances patient satisfaction by creating KPIs as evidence-based indicators and makes appropriate adjustments as necessary.

•Identifies and presents key issues impacting the Patient/Family experience for Executive Leadership discussion and decision-making to include findings, barriers to success, and progress toward results.

•Serves as the Subject Matter Expert for service excellence and maintains an active understanding of ‘current thinking’ and innovative interventions and programs regarding the patient experience on a local and national level.

•Monitors various national HCAHPS, patient satisfaction survey tools, patient experience trends, complaint and grievance management, and federal requirements. Identifies how top-performing hospitals identify and maintain success.

•Responsible for management and oversight of the Patient Experience Department budget. Negotiates with vendors regarding the patient satisfaction measurement process and is the primary contract owner for patient satisfaction survey tools.

•Establishes policies and best practices that promote a positive patient experience.

•Develops direct reports by defining roles/responsibilities and expectations, assigning and communicating performance, and promoting professional growth and accountability. Guides team in communicating and aligning work priorities with the organizational vision, mission, values, and service standards.

•Ensure that patient experience initiatives comply with healthcare regulations and accreditation standards.


Required Qualifications:

One of the following qualification groupings is required for this position as indicated below:

•Master’s degree in healthcare administration, nursing, business administration, or a related field.

•10 plus years of experience in roles that involve patient relations, quality improvement, or customer service within a healthcare setting with at least 5 years in healthcare management or leadership roles, with a focus on patient care and experience.

OR

•In lieu of degree, 15 plus years of experience in roles that involve patient relations, quality improvement, or customer service within a healthcare setting with at least 5 years in healthcare management or leadership roles, with a focus on patient care and experience.


Preferred Qualifications:

•Certified Patient Experience Professional (CPXP)


Skills:

•Knowledge of laws and regulations related to patient rights, safety, and privacy (e.g., HIPAA).

•Knowledge of industry standards and best practices for enhancing patient satisfaction and engagement.

•Knowledge of quality improvement frameworks like Lean Six Sigma, or patient-centered care models.

•Knowledge of the operational aspects of healthcare facilities, including workflow, patient flow, and service delivery.

•Ability to lead teams, manage cross-functional collaborations, and drive organizational change.

•Strong verbal and written communication skills for effectively engaging with patients, families, and staff.

•Proficiency in data analysis to interpret patient feedback and performance metrics to inform strategic decisions.

•Strong critical thinking skills to identify issues and develop actionable solutions for enhancing patient experience.

•Ability to understand and respond to the needs and concerns of patients and their families.

•Ability to develop and implement long-term strategies for improving patient experience and engagement.

•Ability to work effectively with diverse teams and departments to create a cohesive patient experience strategy.

•Ability to navigate and respond to the rapidly changing healthcare environment and patient needs.

•Ability to make informed decisions that balance organizational goals with patient-centered care

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