White Plains Hospital Job Description
Assistant VP, Operational Excellence
Nursing Administration/Main Hospital Campus
SVP, Patient Care Services/CNO
Reporting directly to the SVP, Patient Care Services/CNO, the Assistant VP (AVP) of Operational Excellence is responsible for planning, implementing, directing, and tracking outcomes for organization patient experience programs focused on the delivery of patient-centered care in order to provide excellent service and quality to patients and their families. Actively engages patients and families to assess their satisfaction with care and service. Effectively collaborates with leaders, physicians, staff, board members and volunteers to provide patient experience training/development and foster a proactive approach to improve the patient experience, organizational culture, and community relations.
This AVP of Operational Excellence develops and implements strategic plans for the care coordination of patient care with a focus on quality and efficiency. The primary responsibility is focused on areas of patient care such as care management, nursing, and patient experience but expands to other departments that impact efficient and effective coordination and delivery of patient care. This position works closely with SVP, AVPs in nursing and finance, and medical leadership in all matters affecting day to day operations, as well as, planning for care coordination within the hospital, WPPA and other community providers to improve patient outcomes.
The AVP of Operational Excellence utilizes, integrates, and interprets data such HCAHPS and other patient experience data; financial data such as LOS, CMI, denials etc.; external and internal quality data to assist White Plains Hospital in its improvement efforts, and promote optimal patient outcomes. Provides feedback and coaching to the care team on delivering service-oriented coordinated care. Continuously evaluates work processes and works collaboratively with operations teams to improve performance and care coordination. .
Essential Functions and Responsibilities Includes the Following:
1. Understands and adheres to the WPH Performance Standards, Policies and Behaviors.
2. In collaboration with the SVP, Patient Care Services develops strategic plans and develops initiatives for patient experience and cost effective care coordination.
3. In collaboration with SVP and other leaders collaborates on new service line development.
4. Ensures that departments develop appropriate action plans to meet patient experience goals.
5. Develops, directs, and promotes a hospital-wide patient experience vision and implementation strategy.
6. Accomplishes objectives and builds support across various constituencies by engaging leadership and staff in all patient care delivery areas, clinical support and related departments.
7. Establishes effective metrics for monitoring care coordination and utilization management.
8. Effective change management/project management skills.
9. Oversees the design and implementation of educational programs for leader, physicians and staff in the philosophy and techniques of improving the patient experience and coordination of care.
10. Collaborates with departments and service lines currently involved in patient experience initiatives to ensure a smooth, coordinated operationalization of patient experience strategies and tactics.
11. Provides expertise and resources to improve performance of efficiently managed patient care.
12. Continuously monitors external and internal benchmarks to assess performance level and recommends short and long term actions for achieving targets.
13. Recommends specific goals and targets for integration in annual goal planning and performance management system.
14. Develops, in collaboration with line management, specific tools for identifying and assisting underperforming processes and departments.
15. Develops presentation materials, and as needed or requested, communicates to all levels of the organization, the Hospital's performance levels.
16. Understands national and regional benchmarks. Coordinates external benchmarking projects and collaborative opportunities with external agencies.
17. Actively engages patients and families to assess their satisfaction with care and service. Effectively collaborates with leaders, physicians, staff, board members and volunteers to provide patient experience training/development and foster a proactive approach to improve the patient experience, organizational culture, and community relations.
18. Works with WPPA clinical teams on patient experience, care coordination and standardization of best practices.
19. Assist on projects as requested.
Education & Experience Requirements
- Master's Degree in Nursing (MSN)
- Nurse Executive, Advanced (NEA) Certification
- Ten or more (10) years acute care leadership experience
- Demonstrated track record of progressively responsible healthcare leadership and service excellence
- Experience working in a Magnet designated facility required
- In depth understanding of performance improvement tools, and data such as HCAHPS, CMS and patient satisfaction survey, CMI, LOS, denial and one-day stay reviews other financial and productivity metrics pertinent to care coordination.
- Enthusiasm and passion for patient centered care and the proven ability to build that passion in others
- Sound Verbal & Written Communication Skills including strong presentation skills
- Strong interpersonal skills and proven ability to work with all levels within the organization.
- Proficient computer skills (Microsoft Office Suite) and the ability to manipulate data
- Excellent planning and organization skills with attention to detail
- Flexible and adaptable to constantly changing priorities
- Outstanding customer service skills
Physical/Mental Demands/Requirements & Work Environment
- May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospital's SDS (Safety Data Sheet) data base and may be accessed through the hospital's Intranet site (Employee Tools/SDS Access). A copy of the SDS data base can also be found at the hospital switchboard, saved on a disc.
- Ability to use a wide variety of office equipment including but not limited to computers, copiers, scanners, fax machines, and phones
- Ability to move about freely to multiple locations during the course of the day
- Ability to remain stationary for extended periods using computer, analyzing and interpreting data.
Primary Population Served
Check appropriate box(s) below:
?Neonatal (birth – 28 days)
?Patients with exceptional communication needs
?Infant (29 days – less than 1 year)
?Patients with developmental delays
?Pediatric (1 – 12 years)
?Patients at end of life
?Adolescent (13 – 17 years)
?Patients under isolation precautions
?Adult (18 – 64 years)
?Patients with cultural needs
?Geriatric (> 65 years)
?Bariatric Patients with weight related comorbidities
? Non-patient care population
The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.