Regional Director Patient Experience
3 weeks ago
The Regional Director position involves overseeing the operations of a designated service line at multiple Baptist Health facilities within a specific region. The position requires on-site presence of at least 4 days per week, and an equivalent amount of time spent at each operating entity. Will ensure organizational strategies are aligned and will implement initiatives across service lines to enrich the patient and family experience throughout the continuum of care. The regional director will work with executive and operational leadership teams to collaborate and strengthen the BH culture and connection to the organization's mission, vision, and values. This position requires a dynamic, collaborative leader, who thrives on innovation and can plan strategically with all levels of leadership, and who can continuously discover and implement new ways to enhance processes and lead direct reports. The Regional Director is responsible for engagement, development, and performance of leaders and employees. Position is fiscally responsible for service line's overall annual budget, and operational improvements.
Essential Job Functions:
* Preparing and presenting regional reports for senior executives and reviewing the key performance indicators for a specific region.
* Conducts leader rounding visits with team; encourages and supports talent management and development programs; ensures best practices are implemented to drive employee engagement and retention of key performers across the region. Fosters a culture of performance and talent management, accountability, and development for both direct reports as well as all employees within a region.
* Responsible to lead direct reports in multiple facilities and manage operational fiscal budgets for the designated region. In coordination with service line senior leader and peer regional directors, develop and implement yearly regional service line objectives aligned with BH goals.
* Responsible to enhancing a culture focused on anticipating patient and family needs, handling complex and escalated customer service issues, and restoring loyalty. Helps expedites special situations through administrative channels. Uses creative problem solving and ensures communication flows smoothly from the executive team to the front line.
* Collaborates with entity's executive, operational leaders and physicians to support the organization's mission, drive its vision, and help reach experience goals. Translates and operationalizes cultural initiatives relating to the patient experience. Demonstrates a collaborative, adaptive style with the ability to influence and guide others. Ability to build appropriate rapport with all levels of leadership in strategic decisions related to the patient experience.
* Leads patient experience initiatives, projects, and activities such as culture initiatives, trainings, patient experience recognition efforts, service recovery, and other activities that directly impact the patient and family experience. Support regional strategic initiatives by deploying practical tactics tailored to specific entities. Plans, prioritizes, and delegates project-related work, as needed, to achieve meaningful and measurable results.
* Monitors BH patient experience standards, trends, and emerging issues. Research and networks for current national best practice trends. Identifies and evaluates internal and external patient experience-related best practices to implement/promote across the organization. Stays current with state and federal regulations/statutes and regulatory standards. Serves BH as a subject matter expert in internal/external surveys. Oversees the response management of patient feedback such as; patient grievances, coaching of employees and delivery of concierge services. Assures the alignment of Volunteer Services within region, where applicable.
* Partners with leadership in the identification, prioritization, planning, and implementation of organization-wide patient experience improvement initiatives. Provides proactive consultation, evaluation, and recommendations relating to patient experience action plans. Monitors trends, evaluates results, and provides meaningful insights on organization's change efforts.
* Directs the regional operations of the Patient Experience service line. Responsible for measuring and presenting overall team's progress and effectiveness for the region and individual operating entities. Secure programs that provide orientation, training, timely performance evaluations, coaching and specific targeted feedback for team members. Communicates job expectations and sets clear performance goals for the region.
* Together with the respective senior executive, leads or participates in committees/groups, to achievement of the highest quality Patient Experience service; interfaces effectively with all members of the health care leadership team to bring successful service recovery to patients, guests, and others. Assures that standards of practice meet or exceed standards as established by accredited organizations and local, state, and federal agents.
Bachelor of Arts or Science required, Master's preferred. Minimum of seven years' experience in healthcare or related field, with at least five years of management experience at a leadership level. Demonstrated ability to effectively communicate verbally and in written. Proven ability to connect, collaborate, and unify a diverse workforce, including executive and frontline leaders. Excellent interpersonal skills, ability to multi-task; ability to successfully work with all levels of the organization. Proficiency in MS Office applications and presentational skills.
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