AREAS OF RESPONSIBILITIES:
Leadership:
1. Models ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) and utilizes the ICARE service recovery model at all times.
2. Creates and sustains an environment that recognizes and addresses the needs of a diverse workforce, patient population, and the community.
3. Leads the site-level Care Experience strategy to develop person-centered care experience initiatives and establish goals in an inclusive manner.
4. Chairs or co-leads multidisciplinary councils, committees, and work groups focused on patient and staff experience, engagement, and recognition.
5. Partners with the System Chief Experience Officer, executive leadership, and Human Resources to define priorities, monitor outcomes, and ensure a unified approach to improving experience.
6. Guides the development of programs, policies, and culture-building initiatives that foster accountability, empathy, and service excellence across all teams.
Communication:
1. Communicates, documents and promotes a shared vision for care experience across the organization.
2. Evaluates performance against ICARE values and care experience metrics and provides feedback and development tools as recommendations for improvement as needed.
3. Defines the optimal care experience, including the behavioral changes necessary to achieve cultural transformation throughout the entire organization.
Ability to Build Partnerships:
1. Serves as the subject matter expert to service excellence, maintaining an active understanding of current thinking and innovative programs in care experience.
2. Develops and maintains partnerships with industry, academic, and professional organizations to support care experience across the organization and stay current on best practices.
3. Cultivates collaborative/ inclusive working relationships with all staff at all levels within the organization to improve care coordination, patient and staff satisfaction, and technology advancement
Strategic Perspective:
3. Leads strategic planning aligned with the Care Experience strategic pillar to develop the framework and protocol in which all care experience initiatives are deployed.
4. Designs and implements value-added projects and innovations to improve and sustain these initiatives and ensures application across the continuum of care.
5. Partners with the Care Experience team to define the strategic direction and operational plan for advancing care experience initiatives across the organization.
6. Develops and socializes balanced scorecard to align with System-wide strategic pillars and site-level operations.
Data Measurement & Interpretation:
1. Develops plans for care experience programming to meet CAHPS national benchmarks and optimize on financial incentives.
2. Collects and analyzes care experience data to set strategic goals/action plans for the organization and utilizes both qualitative and quantitative analytical tools to inform care experience initiatives.
3. Creates dashboards and monitors care experience metrics to share with key stakeholders for action planning.
Project Management:
1. Fosters and coordinates adoption of solutions* that revolutionize care experience and business outcomes for the organization.
2. Challenges the status quo by conducting ongoing review of care experience initiatives, programs, policies, and procedures to identify and address barriers to success, gaps, discrepancies and areas for improvement.
3. Implements necessary changes to care experience initiatives to maximize efficient usage of resources, effectiveness of initiatives, and develop best practices.
- Solutions can include but are not limited to training, coaching, process improvement, technological enhancements, etc.
Workflow Design:
1. Optimizes all aspects of the care experience from start to finish at every touchpoint for patients, families, and staff throughout the organization.
2. Leverages several data sources to inform care experience improvement projects (e.g. Compliments, Grievances and Complaints, Press Ganey reports, patient comments/reviews, HappyOrNot/Smileylink reports, iRound data, feedback from Patient Advisory Councils, etc.).
3. Utilizes and facilitates adoption of improvement science tools (e.g. PDSA cycles, RCAs, etc.) to enhance the overall care experience pertaining to both clinical and business operations/processes.
Service Recovery & Excellence:
1. Builds and maintains relationships with patients to proactively enhance the care experience.
2. Coaches leaders and staff to improve outcomes through demonstration of ICARE values and execution of best practices in care experience.
3. De-escalates issues raised by patients, families, and staff by modeling ICARE values and guiding
Other Duties:
1. Performs other duties as assigned by the Executive Director/Chief Executive Officer.
Knowledgeable in:
Foundational knowledge of healthcare operations; understanding of HIPAA and other regulations designed to protect patient rights and confidentiality.
Proficient in Microsoft Office and Adobe suites of programsand applications, and other pertinent technological tools.
Ability to facilitate training and educational experiences for all organizational audiences.
Ability to be well-organized, detail-oriented, highly analytical and independence with problem-solving.
Demonstrated ability to work on multiple projects simultaneously and prioritize work to meet adapting deadlines.
Motivated self-starter with strong leadership, change management, planning, organizational and project management skills.
Excellent verbal, written, and facilitation skills to communicate with stakeholders at all organizational levels.
Ability to act as a change agent supporting organizational culture change and transformation.
Adept understanding of business principles, operations and process improvement strategy.
Strong interpersonal skills and ability to manage a multitude of activities in a fast-paced environment
