What are the responsibilities and job description for the Vice President Patient Experience - FT - Days - Patient Experience position at El Camino Health?
El Camino Health is committed to hiring, retaining and growing the best and brightest professionals who will carry our mission and vision forward. We are proud of our reputation in the community: One built on compassion, innovation, collaboration and delivering high-quality care. Come join the team that makes this happen.
Applicants MUST apply for position(s) by submitting a separate application for each individual job posting number they are interested in being considered for.
FTE
1
Scheduled Bi-Weekly Hours
80
Work Shift
Day: 8 hours
Job Description
Job Description:
1. Patient Experience Strategy & Leadership:
- Develop, implement, and monitor a comprehensive patient experience strategy that aligns with the organization’s mission and values.
- Collaborate with clinical and administrative leaders to design innovative strategies that promote a seamless, compassionate, and responsive experience for patients and families.
- Utilize data, research, and insights to guide strategic planning, monitor outcomes, and refine approaches to patient experience improvement.
- Develops relationships across the enterprise necessary to communicate and carry our patient experience and performance improvement strategy and operational plans.
- Identifies national best practices for leading patient centered care strategies to enhance the human experience. Monitors and leads national and local Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) trends to identify how the top performing healthcare systems identify and maintain success.
- Leads annual Strategy and goal deployment cycle including the development and deployment of goals across the enterprise including cascading these goals to the front line staff and the check/adjust process.
- Leads all aspects of ‘voice of patient’ including data, best practices and PFAC.
2. Oversight of Patient Experience Improvement Programs:
- Lead cross-functional teams in the design and execution of process improvements that optimize quality, access, and communication across care settings.
- Develops operational plans, initiatives and programs that support the implement of the patient experience and performance improvement strategy and the enterprise and operational unit level.
- Monitor and analyze key performance indicators related to patient experience, acting on insights to ensure continuous improvement.
- Foster collaboration across departments to eliminate silos and promote a system-wide approach to enhancing care experiences.
- Acts as key leader in coaching and training of Patient Experience Programs.
- Ensures that the customers’ needs and voices are taken into account in all key decisions.
- Partners with and designs an approach to engage physicians in improving the patient experience and continuous improvement.
3. Arts & Wellness Program Leadership:
- Oversee the development and integration of arts and wellness initiatives that support healing environments, improve emotional well-being, and enhance the overall patient experience.
- Identify opportunities for innovative partnerships, programming, and community collaborations that align with the therapeutic and restorative mission of arts in healing.
4. Auxiliary Operations Oversight:
- Lead the strategy, governance, and operational performance of the hospital’s auxiliary programs, ensuring alignment with patient experience goals and organizational priorities.
- Foster a culture of engagement and volunteerism within auxiliary programs to support patients and families
5. Chaplaincy Services
- Provide leadership and strategic direction for chaplaincy and spiritual care programs, ensuring they are accessible, compassionate, and responsive to the diverse spiritual needs of patients, families, and staff.
6. Operator Services
- Oversee the design and continuous improvement of operator services to ensure timely, compassionate, and efficient communication across all touchpoints.
- Drive consistency, accuracy, and responsiveness in operator services with a focus on connecting patients and families to the care they need.
7. Strategic Leadership, Community Engagement, & Organizational Culture
- Foster a culture of collaboration, innovation, and accountability by engaging staff, leadership, and community partners in shared efforts to improve patient experience.
- Act as a change agent by facilitating interdisciplinary team collaboration to ensure service excellence across all departments.
- Establish strategic relationships with key stakeholders, including community partners, vendors, and patient advocates, to enhance the hospital’s ability to meet patient needs.
10. Financial Oversight
- Develop and manage departmental budgets associated with the areas of oversight, ensuring financial stewardship while maintaining service excellence and innovation.
Qualifications
- Master’s Degree in healthcare, business administration or a related field is required.
- Ten (10) years of progressively responsible or directly related work experience.
- Proven experience in Performance Improvement required.
- Proven experience working with the executive team and BOD to influence decisions and drive change, effective critical thinking, problem solving and change management skills.
- Ability to conduct complex analytics and synthesize insights into actionable initiatives.
- Demonstrated leadership ability and success managing change.
- Ability to maintain effective relationships with physicians, staff, trustees, executives and management of healthcare institutions and government.
- Ability to quickly interpret and analyze patient experience measure to develop appropriate communication program strategies and tactics.
- Demonstrated track record of bringing ideas in patient service to fruition through the alignment of ideas, people and processes.
- Strong, executive level communication skills (listening, written, verbal, presentation).
- Can coach on the development and implementation of daily management systems.
- Track record of consistently exceeding expectations and raising the bar on past performance.
License/Certification/Registration Requirements
- Lean Certification or Six Sigma belt preferred
- CPXP (Certified Patient Experience Professional) preferred
Ages of Patients Served
This position will interact with patients, families, visitors, employees and medical staff of all ages.
Salary Range:
$122.41 - $183.62 USD Hourly
The Physical Requirements and Working Conditions of this job are available. El Camino Health will provide reasonable accommodations to qualified individuals with a disability if that will allow them to perform the essential functions of a job unless doing so creates an undue hardship for the hospital, or causes a direct threat to these individuals or others in the workplace which cannot be eliminated by reasonable accommodation.
Sedentary Work - Duties performed mostly while sitting; walking and standing at times. Occasionally lift or carry up to 10 lbs. Uses hands and fingers. - (Physical Requirements-United States of America)
An Equal Opportunity Employer:
El Camino Health seeks and values a diverse workforce. The organization is an equal opportunity employer and makes employment decisions on the basis of qualifications and competencies. El Camino Health prohibits discrimination in employment based on race, ancestry, national origin, color, sex, sexual orientation, gender identity, religion, disability, marital status, age, medical condition or any other status protected by law. In addition to state and federal law, El Camino Health also follows all applicable fair and equitable employment policies from the County of Santa Clara.
El Camino Health seeks and values a diverse workforce. The organization is an equal opportunity employer and makes employment decisions on the basis of qualifications and competencies. El Camino Health prohibits discrimination in employment based on race, ancestry, national origin, color, sex, sexual orientation, gender identity, religion, disability, marital status, age, medical condition or any other status protected by law. In addition to state and federal law, El Camino Health also follows all applicable fair and equitable employment policies from the County of Santa Clara.
Salary : $122 - $184
