Director, Patient Experience

POSITION SUMMARY

Provides strategic direction for all Patient Experience initiatives. Collaborates with AMSURG Management Team, Senior Clinical Directors, Operators, Center Leaders and other support Departments that impact the success of patient experience programs at the Center-level. Supports the Vice President of Quality in aligning patient experience strategies and goals with overall Clinical Quality strategies. Drives improvement initiatives at both corporate and center level.

ESSENTIAL RESPONSIBILITIES

Strategy

• Participate in the development, communication and implementation of an organization-wide patient experience strategy and annual plans for improvement.
• Serve as a resource to those who use OAS CAHPS performance data in their respective areas of responsibility, teaching users how to access and interpret data that applies to them.
• Support and assist Senior Clinical Directors in the design of programs to improve Center performance in patient experience.
• Recommend objectives and performance goals benchmarked against relevant industry databases.
• Serve as the point person for managing the AMSURG relationship with Press Ganey, leveraging Press Ganey’s expertise in creating improvement priorities that impact the quality of the patient experience at each center.

• Collaborate with IT to ensure consistent patient file uploads from the centers to Press Ganey and serve as liaison between IT and Center Staff as needed.

Education

• Develop presentations and deliver patient experience content at AMSURG orientation and training events, annual conferences and other venues as needed.
• Educate and support Clinical Directors and Center Administrators in the use of survey data to improve the patient experience.
• Consult in the development of studies, initiatives and tactics to be implemented by center staff to improve patient experience.
• Promote awareness of patient experience among other corporate departments, collaborating with those departments to ensure consistency with system-wide patient experience strategy.
• Identify and assist centers who need improvement on patient experience scores by participating in the development of improvement plans with appropriate Senior Clinical Director.
• Monitor high-performing Centers, interacting with center leadership to identify and export best practices applicable for use or adaptation at other Centers.

Communication

• Regularly monitor performance data on the OAS CAHPS and support the communication of those results to all relevant audiences from AMSURG management team to clinical, operations and business operations leaders.
• Monitor trends that emerge in patient comments as they affect patient experience performance.
• Conduct or participate in the design and development of ad hoc studies in OAS CAHPS performance data to support clinical or operational initiatives.
• Assist in communicating updates and implications of regulatory changes to the OAS CAHPS program.
• Design, monitor and assist in the recognition of top performers and most improved performers across all centers.

KNOWLEDGE AND SKILLS:

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required.

• Demonstrated ability to bring exceptional business acumen as well as creativity to the operations and management of healthcare facilities
• Demonstrated ability to function as a strong member of a highly motivated and integrated management team
• Demonstrated ability to build and maintain a successful operating infrastructure in a service oriented setting that sustains a company through growth
• Demonstrated ability to build and maintain a positive and energetic culture within the organization

Eduction/Experience

Bachelor’s degree from an accredited college or university in a related field. Knowledge and working experience in the field of patient experience within healthcare including related software and analytics. Record of accomplishment collaborating with clinical teams and clinical leaders in various healthcare settings.

Mathematical Skills:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, decimals and percentages. Ability to analyze and interpret reports and data.

Language Skills:

Ability to understand, read, write and speak English. Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to successfully write business correspondence. Ability to effectively present information, respond to questions and professionally interact with managers, employees, clients, vendors and the general public.

Reasoning Ability:

Ability to recognize and define problems, collect data, establish facts, draw valid conclusions and correct errors. Ability to understand and interpret basic financial data. Ability to interpret a variety of instructions in a variety of forms and deal with abstract and concrete variables.

Other Qualifications:

Exceptional computer skills. Must be able to handle multiple, simultaneous tasks effectively and efficiently while maintaining a professional, courteous manner. Must be able to work well with others. Strong verbal and written communication skills required. Must be detail oriented and organized. High integrity, including maintenance of confidential information. Must be able to exercise good judgment and positively influence and lead others, including handling confrontations with poise and efficiency. Based on business need, the ability to work a flexible schedule, including some evenings and weekends as approved in advance.

CORPORATE CORE VALUES

Puzzle Solving-Turning challenges into opportunities in a collaborative, agile and creative way

Excellence-On a never-ending quest to improve and exceed expectations

Ownership-Taking responsibility for our actions, relationships and partners’ success

Positive Environment-Respectful, caring, trusting and supportive of the team

Leadership-Leading by example, staying true to our values and dreams

Ethics-Committing to always doing the right thing guided by integrity and transparency

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 40 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

Works in well-lit, ventilated and climate controlled office environment with routine office equipment; some equipment has moving mechanical parts.

Noise level in the work environment is usually quiet to moderate.