VP of Patient Experience-Journey to Excellence

Covenant Health Corporate - Knoxville, TN3.2

Full-timeEstimated: $110,000 - $150,000 a year

Vice President of Patient Experience - Journey to Excellence (JTE)

Reporting to the EVP of Hospital Operations and in close collaboration with health system leaders, the VP of Patient Experience-JTE is responsible for planning, development and implementation of all corporate patient experience programs to improve organizational performance across the entire Covenant Health system. Working in concert with JTE affiliate coaches, the VP will assist the organization in bringing about long-term change while focusing on learning, leadership and staff development. Possessing a breadth of learning and organizational development skills, the VP of Patient Experience will oversee patient satisfaction and implement service-oriented programs to facilitate excellent experiences for all customers of Covenant Health.

The candidate will be able to translate the concepts of service excellence, patient experience, and patient relations into actionable behaviors. They will manage lead, and develop a team of specialist/JTE coaches to proactively provide training systems, programs, tools and consultation to effectively educate and improve employee behavior and performance in the acute care and ambulatory settings. At all times Demonstrating Covenant Health’s values and behaviors in the design and delivery of learning and organization development sessions and in everyday actions.


Position Qualifications:
Master’s degree required in Business or Healthcare Administration or Organizational Development or equivalent. CPXP or applicable certification preferred.

Minimum five (5) years’ experience or equivalent in administrative and senior project management experience. Demonstrated success as an internal/external consultant. Knowledgeable in the healthcare field. Experienced in management, strategic planning, human resource practice, project management, and performance management. Excellent written and oral communication skills. Can relate well with people of diverse backgrounds and all levels of staff and management.

Licensure Requirement: Employee must have a valid Tennessee driver’s license Class D and state mandated minimum insurance coverage. Driving record must meet Covenant Health minimum standards at the date of hire and throughout the employment tenure.