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Executive Director, Patient Experience and Engagement
2 months ago
We are seeking an experienced Executive Director to lead our Patient Experience and Engagement efforts at Atlantic Health System. As a key member of our leadership team, you will play a pivotal role in creating and implementing patient-centered strategies that promote excellence in care, satisfaction, and engagement across our healthcare system.
Key Responsibilities- Drive Atlantic Health System's patient experience reputation regionally and nationally through publications, podium presentations, and research projects.
- Lead the Patient Experience Committee as they approve and adopt core tactics for implementation across the system, ensuring alignment and coordination between initiatives focused on patient experience, team member engagement, and quality.
- Adjust tactical priorities and resource allocation as needed to accomplish objectives.
- Collaborate with clinical and non-clinical departments to enhance patient-centered care and improve patient satisfaction, value-based care goals, regulatory compliance ratings, and recognitions.
- Work closely with organizational leadership and other patient experience stakeholders to ensure cohesive and aligned employee engagement, clinical excellence, and care experience strategies.
- Develop and implement programs that prioritize patient engagement, communication, and education.
- Lead the measurement and analytic function focused on patient feedback and experience data to identify areas for improvement and implement action plans.
- Maximize the experience vendor relationship to ensure contract expectations are met.
- Provide the necessary tools to guide and support team members in delivering compassionate and empathetic patient interactions.
- Responsible for planning, analyzing, preparing, managing, and evaluating administrative and operational activities of customer experience and related projects.
- Remains informed about industry trends, patient journey best practices, and innovations in patient experience.
- Partner with Education and Human Resources partners to implement evidence-based practices training classes or other programs to ensure new and existing team members have the proper tools and preparation to perform daily tasks and duties.
- Operationalize tactics and best practices, including but not limited to Rounding, Service Recovery, Standards of Behavior, Bedside Shift Report, Recognition Programs, etc.
- Bachelor's degree required. Advanced degree preferred in business administration, healthcare administration, public administration, or human resources.
- Master's degree in healthcare leadership management or other related field required.
- Minimum of 7 years experience in a leadership role focused on patient experience, patient engagement, or customer service within a healthcare setting, including implementation of appropriate technology solutions.
- Certified Patient Experience Professional (CPXP) preferred or Six Sigma black belt or green belt certification.
- Proven track record in developing and executing patient experience improvement initiatives.
- Significant experience leading large teams, both in direct reporting as well as cross-functional groups.
- Strong understanding of patient-centered care principles and their impact on healthcare outcomes.
- Exceptional communication, interpersonal, collaboration, and facilitation skills.
- Experience driving organizational change and leading collectively with other senior leaders.
- Strong background in data analytics methods, identifying trends, and developing action plans for improvement.
- Experience working with cross-functional teams and stakeholders.
