VH Director, Patient Experience

Valley Health
Winchester, VA
Aug 13, 2022
Aug 15, 2022
Full Time
Who We Are Valley Health System is a not-for-profit network of hospitals, urgent cares, physician practices, and services. Expanding across Virginia, West Virginia, and Maryland, we are devoted to the health of all who call our 18-county area home. A vital resource for healthcare, we are the region's largest employer, a dependable community partner, and are at the leading edge of clinical innovations. We are looking for passionate, innovative, and caring people who will each bring their unique skills and perspectives to our workplace. What You Will Do: The Director of Patient Experience is responsible for leading service excellence across Valley Health System (VHS). The Director is responsible for developing, leading, monitoring, and modifying the overall organizational approach to service excellence for patients and family throughout the continuum of care within VHS. The Director will partner with leadership throughout the system to focus on service excellence, process improvement and innovation focused on improving patient and family experience. This role will lead the implementation of service excellence to support and achieve the strategic imperatives of the organization. The Director will advance service excellence objectives, in collaboration with leaders across VHS, and in alignment with the organization's operational objectives and strategic plan. This Director will also be responsible for translating the concepts of service excellence, patient experience and patient relations into actionable behaviors to deliver exceptional experiences for all patients, families and customers within the system. Performance Standards: * Develops, participates in, and implements key organizational processes: Budget, Talent Management (hiring/selection, 30/90 day reviews, performance mgmt., career development discussions, corrective action), Employee Engagement Action Planning, Employee & Customer Rounding, and Regular Staff Meetings. * Plans, organizes, directs, and contributes to activities to ensure compliance with standards for nursing excellence and recognition programs, including but not limited to the Magnet Recognition Program. * Utilizes patient experience feedback from a variety of sources, including patient satisfaction surveys and comments, focus groups, complaint information, direct observation, and perspectives from senior leaders, managers, and frontline staff to develop recommendations for key initiatives. * Oversees patient relations, advocate and grievance management processes to manage timely investigations and response to all patient concerns/complaints/grievances within regulatory statutes. * Leads the Patient & Family Advisory Committee(s) (PFAC) to continually strive for leading-edge patient, family, and employee engagement. * Functions as resource/content expert for hospital leaders and department managers; identifies and shares evidence-based patient experience improvement best practices. * Effectively interprets and explains patient experience data to internal customers. * Coordinates deployment of patient experience improvement training programs; provides status reports of training programs to senior leaders and stakeholders. * Serves as a content expert for best practices that contribute to providing an exceptional experience throughout the system. * Works collaboratively with multidisciplinary teams to develop action plans and execute department and/or service line specific tactics specific. * Maintains current knowledge base of trends, policies, regulatory standards, and legislation and advises What You Will Bring: Education Master's degree in Healthcare or related field of study (eg, Nursing, Medicine, Organization Development, Public Health, Health Administration) required. Will consider Bachelor's degree plus 10 years of experience in relevant customer service or healthcare leadership roles Experience 7 years of Hospital/Healthcare related experience required 5 years of supervisory or management experience preferred Experience with customer relationship management software preferred Experience with digital customer engagement platforms preferred Strong knowledge of excel and other analytic software Prior experience driving and transforming culture through strong change management and influencing capabilities Experience working with senior hospital administrators, governing boards and/or external service associations Certification & Licensures RN License (VA state licensure) required Certified Patient Experience Professional (CPXP) or equivalent certification required within 1 year of hire Qualifications Demonstrated ability to develop, maintain, and evaluate information system and processes that promote desired patient, professional, and organizational outcomes. Demonstrated ability to collaborate with nursing staff at all levels, interdisciplinary teams and executive leaders. Excellent leadership attributes including positive, can-do attitude, creativity, and enthusiasm. Proven ability to drive change, possessing strong change management skills, creative thinking skills, strong collaboration skills and the ability to lead teams, resulting in effective transformation. Demonstrated leadership experience in a large, complex organization. Demonstrated track record as an effective manager with a collaborative working style. Ability to work off shifts and weekends from time to time as necessary for rounding. Ability to travel up to 40% of the time within primary service area is required. What You Will Get: - Competitive salary - Flexible scheduling - Health Insurance - Paid Time Off - Wellness Program - Tuition Assistance - Retirement Plan - Life Insurance *some benefits are subject to change due to job status We celebrate, support, and thrive on our differences for the benefit of our employees, our patients, and the communities we serve. We are neighbors caring for neighbors, and our goal is always to help those we serve get well, feel well, and stay well. EOE Criminal Background Checks VA State Police 3rd party Background Check FLSA Classification Exempt Grade 317 INDD3 Physical Demands 3 A Administration