Regional Experience Excellence Champion

4 days ago

Seattle, Washington, United States Providence St. Joseph Health Full time

At Providence St. Joseph Health, we are committed to delivering exceptional patient experience across all ambulatory care clinics in the region.

Job Summary

We are seeking a highly motivated Regional Director of Care Experience to lead our efforts in creating a world-class culture of excellence. This key leadership position is responsible for implementing programs that ensure a consistent, reliable, and exceptional experience for patients and their families and caregivers.

About the Role

The Regional Director of Care Experience will act as the region champion, providing programmatic direction and leadership to achieve strategic goals. This role fills a crucial position in the implementation of programs to promote alignment and excellence in the care experience, communicating progress to stakeholders, including executives and committees.

This position oversees a data-driven program collecting, tracking, and analyzing patient experience trends for optimizing service outcomes. The Regional Director assesses survey data from both caregivers and patients to communicate performance and create change at all levels within the organization.

Responsibilities include creating and implementing improvement plans for a positive working environment for caregivers and clinicians and an exceptional experience for patients and families. The Regional Director coaches core leaders to maximize the use of customer service tools and programs for an enhanced patient experience.

Main Challenges
  • Gaining commitment from all levels of the organization to adopt Providence experience improving behaviors.
  • Balancing multiple priorities with multiple teams while focusing on the goals of the overall organization.
  • Timely and effective communication within a large and complex organizational structure.
Essential Functions
  • Promotes visibility of system experience initiatives and results through regular communications to regional leadership, management, and caregivers.
  • Collaborates with senior leadership to develop regional plans that align with strategic plans and assists in the implementation of key initiatives.
  • Champions the roll-out and implementation of training for managers, caregivers, and clinicians as related to improvement of culture, citizenship, and patient experience.
  • Ensures analysis, graphics preparation, statistical reporting, and distribution of information received from patient satisfaction and consumer surveys across the region.
What We Offer

We offer a competitive salary range of $120,000 - $180,000 per year, based on experience and qualifications. In addition, we provide a comprehensive benefits package, including medical, dental, and vision insurance, retirement savings plan, and paid time off.

The estimated annual salary for this position is $145,000, based on industry standards and market research.

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