Job Description

Summary:

The Director Patient Experience reports to the Vice
President Quality and Safety performs various duties in leading and managing
all aspects of improving and optimizing patient and provider experience at
Lifespan to foster a culture of patient and family centered care and service
excellence. Supports system-wide improvement efforts in patient experience
performance (as measured through external and internal surveys (such as HCAHPS
etc.) and other voice of the customer data. This leader will collaborate with
executive leaders frontline staff and caregivers under general supervision and
within Lifespan established policies and procedures to develop direct coordinate
and evaluate the comprehensive clinical quality improvement activities leading
to improved patient experience performance in all settings. Directs
coordination collection analysis and improvement of patient experience data
and collaborates with the Lifespan Patient and Guest Services office
systemwide processes for complaint and grievance management and service
recovery programs. Provides strategic leadership and oversight for the
development of change management plans (messaging stakeholder analysis
system/process alignment education/learning and implementation and evaluation
of patient experience metrics and their associated processes to achieve optimal
outcomes compliance with evidenced-based care and identifies need and
implements effective improvement strategies when necessary.

Responsibilities:

Collaborates with leadership patients and families to
develop and deploy a robust Patient and Family Advisor Program to
systematically engage patients and families in dialogue through focus groups
experience shadowing projects advisory councils etc. to clearly define the
optimal healthcare experience including the systems and behavioral changes
necessary to achieve cultural transformation throughout the entire
organization. Instills a culture that elevates patients as partners service
excellence hospitality ownership and results across the organization.

Collaborates with leaders in other areas to ensure the
alignment and integration of patient experience initiatives and programming
with employee/caregiver engagement resilience and diversity/inclusion
initiatives and programming.

Oversees and reviews selected quality and service issues and
provides guidance for leaders and staff to initiate improvement efforts and
when prioritized experience-based process redesign for optimized
performance. Provides feedback reports to
staff members and leadership. Assists
and supports the development of reports submitted to regulatory and accrediting
agencies including the Department of Health the Joint Commission and
others. Interfaces within the Quality
and Safety division as needed and with other quality initiatives and
committees as requested and necessary across Lifespan. Directs the effective
utilization of resources (e.g. people financial material equipment) to meet
established goals and objectives. 
Establishes departmental priorities to ensure activities support
established organizational priorities and strategies.

Provides leadership to site and/or system-wide improvement
teams using various performance improvement methodologies. Manages clinical and patient
experience/service excellence data needs and leads team(s) toward implementing
successful improvement strategies.

Monitors overall performance metrics for diagnostic
populations as assigned and for communicating with internal and external
customers related to monitoring patient experience and operational performance
metrics as requested. Responsible for achieving improved performance in all
areas of reported/monitored patient experience metrics.

Provides strategic and tactical guidance to Lifespan
leadership staff and physicians as a subject matter expert and internal
consultant on improving service excellence and the patient experience. Advises
senior and middle managers on evidence-based strategies for improving the
patient experience and on ways to engage front-line staff and physicians in
efforts to improve the patient experience.

Participates with the Vice President Quality and Safety to
determine need for system-wide affiliate or department specific surveys to
assess patient and physician experience. Develops implements directs and
evaluates system-wide affiliate- or department-specific surveys reports and
analyses on such topics as patient experience physician and employee engagement
levels. Manages the implementation of
products and services provided by survey vendors.

Participates with the VP Quality and Safety; Executive VP
Chief Clinical Officer; Executive VP Quality and Safety and Chief Nurse
Executive; affiliate chief nursing officers and chief medical officers; in the
development of short and long-range goals and objectives for the patient and
family experience. Aligns and
coordinates performance improvement initiatives in collaboration with Lifespan
leadership. Assists leadership in identifying developing and maintaining
needed practices to improve the patient experience including behavioral
expectations standards standard work guidelines and learning/development
priorities

Participates with the Vice President of Quality and Safety
to develop establish and support robust processes to collect analyze monitor
and report results of selected indicators for system-wide service excellence
patient experience Vizient; and other data sources for the purposes of
identifying and addressing patterns and trends and specific opportunities for
improvement.

Analyzes Lifespan affiliate and system-wide survey findings
such as patient experience and collaborates with affiliate leadership to
facilitate and support development of appropriate departmental and
hospital-wide action plans to improve specific and overall patient experience
scores. Integrates service excellence with other core competencies key
organizational priorities and leadership practices.

Prepares survey results summary packages for Lifespan Board
of Directors and affiliate Boards of Trustees in collaboration with Quality and
Safety analysts. Creates formal
presentations high quality reports and executive summaries as required. Develops and presents to affiliates senior
management and other key personnel explaining the survey process and reporting
results and analyses. Periodically meets
users of survey data to educate on interpreting results.

Develops promotes and leads robust presentations and
training/educational programs for management staff and physicians (including
affiliated physician office staffs) regarding service excellence. Initiates develops and helps implement
policies and procedures needed to ensure service excellence and superior
performance analytics.

Researches and develops plans to execute evidence-based
�best practices� relating to improving service and experiential
excellence. Using established Lifespan
process improvement methodologies collaborates with key stakeholders to
identify data-driven solutions for improvement and demonstrates

Researches and develops plans to execute evidence-based
�best practices� relating to improving service excellence. Using established Lifespan process
improvement methodologies collaborates with key stakeholders to identify
data-driven solutions for improvement and demonstrates leadership in addressing
issues that act as a barrier to creating the best possible service excellence.

Responsible for the efficient and effective function of the
Rhode Island Hospital Patient and Guest Services Office providing leadership
and direction in ensuring that regulatory expectations regarding patient
grievances and complaints are met.

Prepares and obtains approval of budgets sufficient to
attain agreed-upon goals. Administers
expenditures within agreed-upon limits as well as generating income and
coordinating centralized management of affiliate-based vendor fees for
measurement vendor support and other related services where applicable.

Ensures successful implementation of the tools of Lean Six
Sigma through implementation of the Process and Performance Improvement program
at Lifespan. Develops and implements strategies for adoption of Lean Six Sigma
by medical staff leadership and staff across Lifespan to drive high quality
patient care outstanding patient experience performance and positive financial
results.

Assists the Vice President of Quality and Safety in planning
activities to ensure dissemination of information for hospital-wide and
system-wide improvement efforts. Directs the flow of relevant information to
appropriate hospital and Lifespan representatives and committees. Collaborates with system and affiliate
executives (e.g. EVP Quality and Safety and Chief Nurse Executive; EVP and
Chief Clinical Officer CMOs CNOs) Quality and Safety divisional leaders
Risk Management Department Patient Care Services Pharmacy Department and
other departments across Lifespan to ensure effective action plan development
and implementation to address identified improvement opportunities as related
to service excellence and patient experience metrics in all settings.

Facilitates and coaches staff leading teams working to
improve performance. Coordinates and
supports the implementation of improvement tactics in alignment with
organizational priorities. Identifies
and presents best practices and other tactics needed to improve
performance. Presents educates
frontline staff and other key stake holders on tactics and execution. Monitors
and makes suggestions to improve best practices and their integration into
existing systems.

Performs other duties as assigned.

PERFORMANCE STANDARDS:

Effective utilization of resources

Management of continuous quality improvement activities to
improve patient experience survey scores and performance

High quality high value patient-focused services

Resource productivity

Fiscal responsibility

Development and implementation of effective quality programs

Customer satisfaction

Performance improvements year-to-year

Positive feedback from peers directs reports and staff

Other information:

QUALIFICATIONS-EDUCATION:

A Bachelor�s Degree and Master�s degree in nursing or
related field with healthcare experience required. Six Sigma Green Belt certification required
or achieved within 18 months of employment. CPHQ or other quality
certifications preferred. Certified RCA facilitator preferred.

QUALIFICATIONS-EXPERIENCE:

A minimum of seven (7) years of related experience is a
must particularly in quality measurement and reporting systems for patient
experience experience with process evaluation and improvement.

Comprehensive knowledge of industry best practices related
to patient and family collaboration and advocacy.

Five years of relevant experience in with the facilitation
of small and large groups/project teams performance improvement systems and/or
process improvement methods and standards. 
A record of successful performance improvement activities and effective
project management skills is required. Must have experience with electronic
health record applications and modules Microsoft Office Suite (e.g. Word
Excel Access PowerPoint SharePoint PowerBI) other computer applications
database development and outcomes management. 
Proficiency Windows-based PC environments and statistical software
packages used for analysis and graphing. 

Strong group facilitation and project management skills
required. Ability to collaborate and
lead various project teams. Solid
written/verbal presentation critical thinking and analytical skills required.

SUPERVISION:

Supervisory responsibilities for up to thirty-five
professional and support staff. Includes
selection direction and evaluation of work.

Lifespan is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status. Lifespan is a VEVRAA Federal Contractor.

Location: Corporate Headquarters USA:RI:Providence

Work Type: Full Time

Shift: Shift 1

Union: Non-Union

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