Vice President Patient Experience

We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate, and innovate.

Webelieve

At Ochsner, whether you work with patients every day or support those who do, you are making a difference and that matters. Come make a difference at Ochsner Health and discover your future today!

This role provides enterprise wide strategic leadership for the health system’s patient, family, and consumer experience agenda. This executive serves as the system leader responsible for establishing and advancing a comprehensive patient experience strategy that promotes patient centered care, service excellence, compassionate culture, and measurable improvements in patient perceptions of care across all settings. The VP partners with executive leadership, physicians, operational leaders, and clinical teams to align patient experience priorities with organizational goals, quality outcomes, workforce engagement, and growth strategies.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company’s discretion.

Required – Bachelor’s degree in Healthcare, Business Administration or related field.

Preferred – Master’s degree in Healthcare, Business Administration or related field.

Required – 10 years’ experience in leadership in a healthcare setting.

Preferred – Prior leadership experience with direct and matrix reports across multiple facilities.

Required – None.

Preferred – Certified Patient Experience Professional (CPEP).

Project Management Professional Certification (PMP).

Lean Six Sigma Black Belt (LSSBB).

• Proficiency in using computers, software, and web-based applications.
• Effective verbal and written communication skills and ability to present information clearly and professionally.
• Advanced knowledge of performance improvement principles and methodology.
• Strong conflict resolution skills and ability to demonstrate good judgement.
• Strong organizational skills, self-directed and ability to set priorities and perform duties calmly and efficiently under pressure.
• Strong interpersonal and leadership skills and ability to lead through influence.

• Ensures quality of care and patient satisfaction measured by division performance reviews, accreditation and regulatory compliance, and patient advocacy scores.
• Builds an engaged workforce through leadership, talent development and collaborative employee relationships.
• Oversees research, education; training to support cutting edge patient care and services.
• Ensures operational profitability with sound financial performance.
• Develops and achieves long-term strategic business plans through effective relationship building, communication, planning, and fundraising.
• Oversees the physical and technological infrastructure and develops organizational structures, programs, and processes.
• Adapts behavior to the specific patient population, including but not limited to: respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions and communication style.
• Performs other related duties as required.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.

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