Job Information
Providence St. Joseph Health Regional Director - Patient Experience (Puget Sound) in Seattle, Washington
Description THE ROLE The Regional Director, Care Experience acts as the region champion dedicated to providing programmatic direction and leadership toward achieving a world-class culture of excellence in caregiver, clinician and patient experience. Fills a key leadership position in the implementation of programs to ensure a consistent, reliable, and exceptional experience for patients and their families and caregivers across all ambulatory care clinics in the region. Collaborates with senior leadership on the strategic vision of programs to promote alignment and excellence in the care experience that will be cascaded to all staff members, communicates progress on key initiatives to stakeholders, including executives and committees, oversees a data driven program collecting, tracking and analyzing patient experience trends for optimizing service outcomes. This position is responsible for assessing survey data from both caregivers and patients to communicate performance and create change at all levels within the organization. Creates and implements improvement plans for a positive and energizing working environment for caregivers and clinicians and an exceptional experience for patients and families. This position coaches core leaders to maximize the use of customer service tools and programs for an enhanced patient experience. Leads the care experience teams and committees in identifying and advancing strategic priorities resulting in improved patient, clinician and caregiver experience. Consults with executives and leaders through a matrix organizational structure across the care continuum to realize organizational goals. Determines strategy for implementing consumer-facing solutions. Experience liaison with the System to elevate the regional voice, contribute to program design, cascade information, articulate challenges and provide proactive and assertive thinking about new ways to do things and create enthusiasm around current and new initiatives. Responsible for management of the regional experience deliverables and accountable for patient relations, quality, resolution of patient complaints, identifying trends and developing programs to support core leaders in prompt resolution of concerns. Works collaboratively with system to ensure reputations management tools are effectively managed. MAJOR CHALLENGES: Gaining commitment from all levels of the organization to embrace and adopt Providence experience improving behaviors. Balancing multiple priorities with multiple teams while focusing on the goals of the overall organization. Timely and effective communication within a large and complex organizational structure. Managing performance in a matrix reporting structure. Identify, with stakeholders, and implement innovative consumer-facing technology in a way that ensures adoption of tools. ESSENTIAL FUNCTIONS Promotes visibility of system experience initiatives and results through regular communications to the regional leadership, management and caregivers. Collaborates with senior leadership to develop regional plans that align with strategic plans, improvement opportunities and assists in the implementation of key initiatives. Champions the roll-out and implementation of training for managers, caregivers, and clinicians as related to improvement of culture, citizenship and patient experience to include new caregivers and clinicians. Ensures appropriate analysis, graphics preparation, statistical reporting and distribution of information received from patient satisfaction and consumer surveys across the region. Educates and coaches executives, clinicians, core leaders and caregivers to support excellence strategies. Partners will system leaders and regional leaders to implement innovative solutions to improve the consumer experience. Leads teams to innovate, improve, and problem solve to improve caregiver and patient expe