HCA/HealthONE, a Fortune 100 company with more than 200,000 employees, is one of the nation's leading providers of healthcare services, operating over 170 locally managed hospitals and over 100 freestanding surgery centers in 20 states and the United Kingdom.
Division Director of Patient Experience
GENERAL SUMMARY OF DUTIES: The Patient ExperienceDirector is passionate about the patient/family experience and committed to thecare and improvement of human life. TheDirector is responsible for ensuring that our mission, vision, values, andstandards of behavior are coached, validated, and demonstrated in the workplaceensuring accelerated and continuous improvement. Additionally, the Director is responsiblefor system-wide programs, initiatives, training and interventions focused onensuring that our customers' experience is consistent, seamless, andexceptional. The Director observes the patient experience environment as wellas the behaviors of care providers and provides real-time coaching andeducation. Provides direct feedback to management regarding implementation ofprocess changes to achieve and sustain patient experience best practices.Assists managers and staff with communication and integration of improvementefforts. Identifies resistance and barriers to change; addresses issuesappropriately to facilitate and sustain improved patient satisfaction outcomes.
DUTIES INCLUDE BUT ARE NOTLIMITED TO:
Effectively coaches, influences, collaborates and consults with individuals at all levels of the organization to ensure the achievement of organizational goals.
Performs assigned hospital and unit-level data analyses and process observations in key service areas (i.e., inpatient, outpatient, ED, ambulatory services, etc.) in order to identify and address current service performance gaps.
Identify improvement areas and provide recommendations/proposed action plans to hospital leadership teams.
In collaboration with the Human Resources department, orients new leaders to the Culture of Excellence standards and validates new leader competency for a one year period.
Provide reporting to key stakeholdersregarding improvement progress.
Identify and evaluate internal and externalbest practices; recommends system-wide improvements based on these evidencebased leadership practices.
Conducts engaging training classes, real-timelearning labs, validation labs and meetings as needed in support of keyinitiatives.
Monitorpatient experience change efforts and evaluate results. Validate and ensureconsistent application of evidence-based tools and techniques for patientexperience.
Workscollaboratively with Clinical Education and Organizational Developmentdepartments to support new grad programs; charge nurse development and otherleader and entry level programs.
Validate that information gathered during rounds and service recovery activities are tracked/trended and reported to the leadership team on an ongoing basis.
KNOWLEDGE, SKILLS & ABILITIES:
Excellent interpersonal and relationship building skills.
Abilityto handle difficult conversations and situations constructively; savvyinteracting with physicians/executive leadership.
Articulate writtenand verbal communication, with well-honed consultative skills.
Excellentattention to detail and organizational skills.
Ability toeffectively understand business issues and data challenges of the customer.
Demonstratedability to promote openness to change using both evidence and influence skills.
Exhibit abilityto remain positive and persistent in the face of resistance to change.
Demonstratedability to work both independently and in a team setting.
Demonstratedstrength in facilitation and working with diverse workgroups.
Demonstrated strengthworking proactively within complex team and organizational settings
Ability tofunction independently using strong time management and organizational skills.
Proficientlyutilizes Microsoft Office Programs (Word, Excel, and PowerPoint).
Benefits: As a full-time employee, you'll enjoy flexible scheduling, competitive pay, 401k, tuition reimbursement of up to $5250 annually, PTO, health, life, dental, disability and more ... and a huge opportunity for growth as you'll be joining one of the largest and most successful hospital corporations in the country.
Bachelor’s Degree required
Master’s Degree preferred
None required. BSN preferred.
3 – 5 years minimum experience in coaching, process improvement, change management, patient experience and/or adult education with demonstrated ability to drive results. Experience with the Studer Group evidence based leadership tactics preferred.
PHYSICAL DEMANDS/WORKING CONDITIONS
Requires prolonged sitting, bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriately. Requires lifting up to 20 pounds occasionally. Majority of work is performed in an office environment with auto travel and some air/overnight travel required. Work may be stressful at times. Contact may involve dealing with angry or upset people.
Join our HealthONE family -- the largest healthcare system in the Denver metro area. Eight world-class hospitals. 40+ outpatient facilities. Countless opportunities.HealthONE is an equal opportunity employer.