Sr. Director, Patient Experience Strategy

Title
Sr. Director, Patient Experience Strategy
Department
Home Office | Strategic Engagement
Classification
Grade 9 SS A | Salary from $95,000.00
FLSA Status
Full Time | Exempt
Supervisor (title)
VP, Strategic Engagement
POSITION SUMMARY (Basic Purpose Or Primary Function Of Job)
The Senior Director, Patient Experience Strategy, ("Sr. Director") is charged with execution of strategy and tactics that improve patient experience through our Ideal Model of Care initiative. This includes but is not limited to the use of Patient Reported Outcomes (PROs) to inform the development of success metrics, creating patient experience standards for hospitals/systems specific to arthritis, and the creation of a certification program for hospitals/systems who meet these standards. The Sr. Director will convene internal and external stakeholders and partners who support patient experience efforts. Additionally, the Sr. Director will manage strategic projects as assigned by the CEO and Executive team that require significant org-wide collaboration on timely deliverables with mission and revenue impact. The Sr. Director role will include management of staff and budget oversight.

JOB RESPONSIBILITIES (Principal Responsibilities Or Job Duties)

• Improved Patient Experience: Responsible for executing strategy and tactics that improve patient experience. Utilize existing PRO data collected on patient experience to develop standards for hospitals/systems. Engage appropriate partners and stakeholders for input and insights. Identify a hospital/system to pilot standards. Develop a model/certification program that can be scaled widely and adopted amongst hospitals/systems. Evaluate program's desired outcomes by following up with patients from certified healthcare systems.
• Project Management: Responsible for managing assigned projects that require significant org-wide collaboration on timely deliverables. Works closely with multiple internal departments to create strong cross-collaborative communication to achieve deadlines.
• Patient Experience Partners & Stakeholders: Convene patients, partners and/or stakeholders to collect and apply insights that support patient experience project efforts.
• Patient experience budget management: Responsible for managing expenses related to patient centered strategies & initiatives.
• Staff management: Responsible for managing Patient Engagement staff to ensure their annual goals and objectives are achieved.
• Special projects: Direct the development and implementation of special patient experience-related projects as assigned. This includes, but is not limited to, new opportunities developed through or with other departments or with outside agencies or business concerns.

Required Experience & Education

• Bachelor's degree in health, health policy or related area of experience.
• 4- 6 years of experience working with health partners/systems, or master's degree and 2- 4 years of experience.
• Experience working at a patient advocacy organization is strongly preferred.
• Deep interest in understanding the patient's perspective.
• Strong strategic and critical thinking skills.
• Ability to quickly identify meaningful insights within large sets of data.
• Experience turning insights into opportunities and solutions.
• Excellent written, verbal, and interpersonal communication skills.
• Understands business principles and terminology.
• Works collaboratively and proactively within a team environment, as well as independently.
• Willingness to work at both a strategic and tactical level.
• Strong knowledge in computer skills including PowerPoint, Word, and Excel.
• This position requires travel.

ESSENTIAL JOB FUNCTIONS AND TIME ALLOCATIONS
Strategic Project Management

40%

Patient Reported Outcomes

30%

Stakeholder/Partnership

20%

Administrative and Staff Management

10%

Total

100%