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Director of Patient Experience
Chicago, IL
Job Description
Job Summary
The Director of Patient Experience, in collaboration with Cook County Health's (CCH) administrative and clinical leadership, develops and leads the implementation of organizational policies, procedures, and strategic initiatives to achieve positive, measurable changes in organizational culture, practices, environment and behaviors that impact patient satisfaction, retention and willingness to recommend our services. The Director works with department leaders on improvement plans that are based on current, industry-based best practices; Develops patient experience curricula for both new employee orientation and ongoing education of staff. Continuously evaluates the status of services initiatives for
/
Scalability and adoption across the health system. Participates in policy and/or procedure development
to support the sustainment of best practices over time. Identifies and ses relevant metrics to evaluate success of initiatives and modify efforts as indicated. Develops and monitors an on-going patient experience improvement plan that specifies priorities, objectives, initiatives, projects, deliverables, time frames, accountabilities and measures of success for the system, with regular status reporting to CCH's executive leadership team and the CCH Board as requested.
This position is exempt from Career Service under the CCHHS Personnel Rules.
General Administrative Responsibilities
Collective Bargaining
Discipline
Supervision
Typical Duties
Assess, benchmark and analyze patient satisfaction
Disseminate results
Identify, launch and integrate patient experience initiatives across the system
Drive organizational culture through a campaign approach
Provide information desk support and other related duties
Reporting Relationships
Reports to the Chief Quality Officer, CCH
Minimum Qualifications
Preferred Qualifications
Knowledge, Skills, Abilities and Other Characteristics
Physical and Environmental Demands
This position is functioning within a healthcare environment. The incumbent is responsible for adherence to all hospital and department specific safety requirements. This includes but is not limited to the following policies and procedures: complying with Personal Protective Equipment requirements, hand washing and sanitizing practices, complying with department specific engineering and work practice controls and any other work area safety precautions as specified by hospital wide policy and departmental procedures.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.
For purposes of the American with Disabilities Act, “Typical Duties” are essential job functions.
Interested Candidates should send a CV and cover letter to: mgmtrecruit@cookcountyhhs.org
Cook County Health is an equal opportunity employer.
COOK COUNTY HEALTH AND HOSPITALS SYSTEM IS AN EQUAL OPPORTUNITY EMPLOYER
The Director of Patient Experience, in collaboration with Cook County Health's (CCH) administrative and clinical leadership, develops and leads the implementation of organizational policies, procedures, and strategic initiatives to achieve positive, measurable changes in organizational culture, practices, environment and behaviors that impact patient satisfaction, retention and willingness to recommend our services. The Director works with department leaders on improvement plans that are based on current, industry-based best practices; Develops patient experience curricula for both new employee orientation and ongoing education of staff. Continuously evaluates the status of services initiatives for
/
Scalability and adoption across the health system. Participates in policy and/or procedure development
to support the sustainment of best practices over time. Identifies and ses relevant metrics to evaluate success of initiatives and modify efforts as indicated. Develops and monitors an on-going patient experience improvement plan that specifies priorities, objectives, initiatives, projects, deliverables, time frames, accountabilities and measures of success for the system, with regular status reporting to CCH's executive leadership team and the CCH Board as requested.
This position is exempt from Career Service under the CCHHS Personnel Rules.
General Administrative Responsibilities
Collective Bargaining
- Participate in collective bargaining negotiations. caucus discussions and working meetings
Discipline
- Document, recommend and effectuate discipline at all levels
- Work closely with labor relations and/or labor counsel to effectuate and enforce applicable Collective Bargaining Agreements
- Initiate, authorize and complete disciplinary action pursuant to CCH system rules, policies, procedures and provision of applicable collective bargaining agreements
Supervision
- Direct and effectuate CCH management policies and practices
- Access and proficiently navigate CCH records system to obtain and review information necessary to execute provisions of applicable collective bargaining agreements
- Contribute to the management of CCH staff and CCH' systemic development and success
- Discuss and develop CCH system policy and procedure
- Consistently use independent judgment to identify operational staffing issues and needs and perform the following functions as necessary; hire, transfer, suspend, layoff, recall, promote, discharge, assign, direct or discipline employees pursuant to applicable Collective Bargaining Agreements
- Work with Labor Relations to discern past practice when necessary
Typical Duties
Assess, benchmark and analyze patient satisfaction
- Manages and leads the evaluation of the CCH's Patient Satisfaction Survey; Works with the vendor to ensure optimal access to and functionality of the vendor's resources
- Analyzes the significance of these results, compare key results to internal and external benchmarks, and track and trend selected results over time
- Facilitates leadership and team interpretation of the data and their relevance to the CCH strategic direction
- Deploys additional approaches to measure patient satisfaction as needed to understand the patient experience and gain sufficient information and insight to recommend strategic initiatives and interventions
Disseminate results
- Communicates with CCH leadership regarding potential clinical and business implications of results in the context of organizational strategy and the larger competitive marketplace
- Collaborates with CCH leadership to disseminate patient satisfaction results, including analysis of key findings and implications of results
- Draws on knowledge about federal regulations regarding measurement and utilization of patient satisfaction data in healthcare operations
- Collaborates with communications and marketing experts to assist with effective dissemination of survey results to mid-level and front-line staff
Identify, launch and integrate patient experience initiatives across the system
- Identifies priority focus areas and recommend to CCHs leadership key strategies with potential to improve the patient experience and survey results
- Sets goals, objectives, timelines and accountabilities for initiatives
- Creates and manages patient experience teams. Provides initial and ongoing training to team leaders and team members. Provides support to teams and/or identifies additional resources necessary to support the success of teams
- Quantifies and tracks expenses associated with patient experience projects/initiatives
- Maintains team charters, project plans, progress reports and other records
- Leads a process for communicating about practices that will enable local teams to define, launch and evaluate enduring initiatives to improve the patient experience in their area
Drive organizational culture through a campaign approach
- Serves as a key resource to management, staff, and providers to Improve organization engagement, leadership and partnership
- Assures coherence and consistency and in the way the organization communicates and demonstrates serious intent to improve the patient experience
- Records, disseminate and champions leading practices that generate improved satisfaction
- Facilitates the presentation of consistently respectful, welcoming, patient-centered messages, practices and environments
- Develops, implements and participates in patient experience rounding. Engages staff at all levels of the organization in patient experience improvement efforts
- Collaborates with Human Resources and leaders to address employee satisfaction concerns that impact service excellence
Provide information desk support and other related duties
- Manages the information desks and supervises information desks staff
- Attends and participates in meetings and on committees as required
- Complies with mandatory requirements as defined by regulatory agencies and CCH policies
- Replies to complaints, concerns, and questions from patients, visitors, and staff members
- Performs other duties as assigned
Reporting Relationships
Reports to the Chief Quality Officer, CCH
Minimum Qualifications
- Five (5) years professional experience in a healthcare management or leadership role in customer service, process improvement, patient satisfaction, health administration, patient relations or related rote
- Experience with policy or procedure development related to customer service, patient experience or patient satisfaction
Preferred Qualifications
- Master's degree in a healthcare-related field from an accredited college or university
- Two {2) years of project management experience
- Lean/Six Sigma training/certification
Knowledge, Skills, Abilities and Other Characteristics
- Strong data analysis and benchmarking skills
- Excellent presentation skills and ability to select and arrange meaningful data elements to tell a complete story
- Strong interpersonal and team participation skills
- Strong team facilitation and conflict management skills
- Respect for the mission, goals and strategic direction of the organization
- Strong problem solving skills used to anticipate and identify issues and to develop and implement appropriate solutions related to complex administrative processes
- Strong interpersonal skills are critical as this position works closely with the TPA, other external customers, and internal members of the Managed care leadership team, internal finance and IT managers and other members of CCHHS leadership
- Strong verbal and written communication skills as this position will frequently present data, trends and performance results to members of upper management and CCHHS leadership
- Strong project management skills
- Demonstrated ability to lead and manage change through the use of interpersonal skills such as negotiating, collaborating, and influencing
- Strong knowledge of Microsoft Office products (Word, Excel, Access, PowerPoint, etc.)
Physical and Environmental Demands
This position is functioning within a healthcare environment. The incumbent is responsible for adherence to all hospital and department specific safety requirements. This includes but is not limited to the following policies and procedures: complying with Personal Protective Equipment requirements, hand washing and sanitizing practices, complying with department specific engineering and work practice controls and any other work area safety precautions as specified by hospital wide policy and departmental procedures.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.
For purposes of the American with Disabilities Act, “Typical Duties” are essential job functions.
Interested Candidates should send a CV and cover letter to: mgmtrecruit@cookcountyhhs.org
Cook County Health is an equal opportunity employer.
COOK COUNTY HEALTH AND HOSPITALS SYSTEM IS AN EQUAL OPPORTUNITY EMPLOYER
Special Notes/Instructions
Interested Candidates should send a CV and cover letter to: mgmtrecruit@cookcountyhhs.org
Job Summary
Company
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
5+ years
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