The VH Director of Patient Experience will be responsible for leading the organizational-wide efforts to accelerate changes and improvements in the process, policies, practices and outcomes so VH becomes known as the best organization to give and receive care. This individual will be responsible for planning, organizing, directing and controlling projects, programs, education and change initiatives to achieve a consumer experience-centered mission; ensure that consumer experience is always considered in critical organizational initiatives by overseeing the integration of consumer experience, including quality and patient safety, performance improvement, medical operations, patient access, nursing and human resources. The goal of this integration effort is to create an organizational culture and standard of care that builds upon excellent clinical outcomes, improves patient satisfaction, increases employee engagement and retention, and ultimately strengthens VH's reputation in the community.
Develop and support organization-wide consumer experience strategies that improve and enhance access throughout the system. These strategies must address all aspects of the experience including clinical care, physical environment, as well as emotional and spiritual needs of patients, families, employees and digital health. Standardize infrastructure to execute consumer experience strategy at the organizational and operational unit level.
Develop an infrastructure to identify and share sustainable best practices in consumer experience throughout the organization. Oversee the operations of consumer experience data reporting and internal education about consumer satisfaction surveys. Analyze data to monitor real-time feedback trends, prioritize efforts and launch improvement. Ensure local accountability for satisfaction scores. Determine the appropriate means to capture the voice of the consumer. Provide oversight and coordination to ensure collaboration and support.
Coordinate and facilitate the integration of improvement efforts targeting patient experience, patient/family-centered care and workplace of choice outcomes. Lead and facilitate the development and deployment of physician initiatives to integrate patient, family and visitor needs into clinical practice in collaboration with physician leaders. Ensure the integration of such efforts with related health system efforts. Partner with Human Resources to improve the employee experience and help drive engagement programs as a necessary corollary to improved consumer experience. Ensure the consistent application of standard service behaviors.
Ensure compliance with national grievance regulations to ensure a consistent approach to patient advocacy and customer service and to influence and model local accountability and ownership of the consumer experience. Develop and recommend the budgets for the area managed. Manage activities to assure financial goals are met. Coordinate the assignment of tasks and help resolve technical and operational problems. Evaluate the impact of solutions to ensure goals are achieved.
Provide effective direction, guidance and leadership over the staff for effective teamwork and motivation and foster the effective integration of efforts with system-wide initiatives. Encourage and support diverse views and approaches, creating an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients and visitors. Participate in strategies to enhance and improve physician communications to strengthen the service orientation among physicians and identify specific communication skills needed for effective, empathetic communication with consumers. Provide consultation and project management expertise to leadership and staff on priority issues affecting consumer experience and related activities.
Provide program leadership for the development, deployment and monitoring of service excellence and related educational offerings for staff, leadership and physicians. Serve as an educational resource on service, organizational effectiveness, continuous quality improvement, patient and family-centered care and related topics.
Five years' experience in an organization focused on improving quality, safety or service/customer experience/patient relations required
Experience in hospitality industry preferred
Registered nurse preferred
Employer will assist with relocation costs.
Additional Salary Information: Based on experience
Internal Number: 56588
About Valley Health
Valley Health-Your Partners in Healthy Living
Valley Health is a not-for-profit health system dedicated to meeting the medical needs of West Virginia, Maryland, and the Top of Virginia. Our hospitals throughout the area partner with local communities to promote health.
With award-winning hospitals, advanced medical services, and cutting-edge technology, Valley Health has been recognized as a leader in healthcare services. We care about giving back and bringing together communities to provide the care local residents need. Our system’s history goes back to 1903, when our first hospital opened its door with just 36 beds. Now, with a combined 604 inpatient beds, 166 long-term care beds, 5,300 employees, and 500 medical staff, we have grown to meet the medical needs of our region. Experience award-winning, trusted care at a Valley Health hospital today.