Vice President, Patient

Overview

This position will provide oversight, to facilitate and lead the patient service initiative in collaboration with the Chief Experience Officer and other leadership members and teams for each division. This role will be responsible for helping create and implement the shared vision and consistent best practices that are aligned with our mission, vision, strategic plan, and priorities across the enterprise that will positively impact the customer and patient experience and outcomes.

• Facilitate implementation of comprehensive patient experience initiatives to drive optimal patient experience and continuous service improvement.
• Evaluate all current patient experience and service improvement related priorities and projects. Identify and pursue immediate opportunities to improve communication and share information to enhance and advance patient satisfaction across the enterprise.
• Collaborate with Quality and Patient Safety leadership to assure improvement tools and techniques are common across initiatives, simplifying improvement for caregivers.
• Serve as an advisory resource and catalyst for providing patient experience and service excellence to ensure consistent delivery of services.
• Engage, influence, and energize divisions for accountability embodying behaviors expectations to create a superior patient and family experience.
• Assist in developing and providing service recovery programs.
• Appropriately respond to complaints from sources including patients, families, correspondence to executive staff, and social media platforms.
• Prepare (or oversee the preparation of), presents and interprets complex information to key stakeholders, including clinical leadership, senior leaders and external audiences (as required) regarding outcome measurements and other topics related to actionable data metrics and service improvements related to patient experience and satisfaction.
• Promote a learning culture related to service. Oversee the development of educational training programs related to patient experience and service excellence to increase the level of engagement and accountability. Assure alignment of people, process, systems, and long-term sustainability.
• Develop and lead the best practices, innovations, and tools to help leaders and their teams to improve our patient experience loyalty, satisfaction and scores.
• Evaluate existing progress, synthesize patient feedback, and identify opportunities for operational improvements.
• Collaborate with leadership, physicians, service lines leaders, corporate services and other business units to identify needs, remove barriers, and build support for the creation of best service performance outcomes across the organization.
• Provide daily oversight leadership and operational oversight for all Patient Experience functions such as the Limited English Proficiency (LEP), Patient and Family Advisory Council (PFAC).
• Be a consultative function that is highly focused on supporting operational and service line leaders through the development and deployment patient experience concepts with continuous improvement tools.
• Partner with Hospital divisions, Medical Practices, Human Resource, Nursing, Support Service, Clinical Leaders and Quality teams to assess customer service and development to achieve working together on goals and priorities.
• Develop a comprehensive approach to fulfill and promote a culture focused on expected behaviors which emphasizes outstanding services, a patient center approach with a clear Jefferson brand standard.
• Assist with identifying new and existing technologies and best practices to support and achieve the organization's service vision.
• Train leaders to provide education, resources, and data analytics; identify, support, and publish sustainable best practices; and collaborate with multiple departments to ensure understanding and application of available tools.
• Lead cross-train and integrate the consultative function for leaders comprised of individuals with expertise in patient engagement and continuous improvement.
• Facilitate cross-functional Patient Experience Meetings, as required and other applicable corporate committees.