Patient Experience Strategist

7 days ago


Philadelphia, Pennsylvania, United States M.L. Best Consulting Full time
{"title": "Vice President of Patient Experience", "description": "

M.L. Best Consulting is proud to lead the search for a dynamic Vice President of Patient Experience for our client, a $14B annual revenue, multi-state, top 15 non-profit health system based in Philadelphia, Pennsylvania.

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 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.

Key Responsibilities:

  • Lead the organization's experience strategy consistent with the best available evidence to transform systems, processes, and organizational behaviors.
  • Support other regional enterprise teams with the design, implementation, and evaluation of programs that facilitate the service excellence culture across the organization.
  • Establish standard approaches to review and respond to the voice of the customer data, including the pursuit of the latest innovations in real-time service response.

Requirements:

  • 7 – 10 years of related experience with progressive levels of responsibility required.
  • An advanced degree in Organization Development, Public Health, Health Administration, Business, or a related field.
  • 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 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 TJUH 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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