VH Director, Patient Experience

Medical Staff Affairs - 108030 Winchester, Virginia Full-Time (Primarily Day Shifts)


To see if this position qualifies for a sign-on bonus, click here: Valley Health Sign-On Bonuses

Please Note: To protect our patients, our workforce and our community, Valley Health is requiring that all newly hired employees and internal transfers (current employees requesting internal transfers) must have received at least one COVID-19 vaccination dose. Newly hired Applicants (those not currently employed by Valley Health) who have been offered a position will have to provide documentation of their vaccination status at the time of their Employee Health appointment. For internal transfers, Employee Health will contact you if they have questions around your vaccination status. Valley Health has a process for applicants who have been offered a position to request an exemption or deferral for medical or religious reasons. To search for vaccine locations, visit vaccines.gov.

Description

  • Entity: Valley Health Corporate
  • Shift: Day

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 VH Director of Patient Experience will be responsible for leading the organizational-wide efforts to accelerate changes and improvements in the process, policies, practices and outcomes so VH becomes known as the best organization to give and receive care. This individual will be responsible for planning, organizing, directing and controlling projects, programs, education and change initiatives to achieve a consumer experience-centered mission; ensure that consumer experience is always considered in critical organizational initiatives by overseeing the integration of consumer experience, including quality and patient safety, performance improvement, medical operations, patient access, nursing and human resources. The goal of this integration effort is to create an organizational culture and standard of care that builds upon excellent clinical outcomes, improves patient satisfaction, increases employee engagement and retention, and ultimately strengthens VH's reputation in the community. Develop and support organization-wide consumer experience strategies that improve and enhance access throughout the system. These strategies must address all aspects of the experience including clinical care, physical environment, as well as emotional and spiritual needs of patients, families, employees and digital health. Standardize infrastructure to execute consumer experience strategy at the organizational and operational unit level. Develop an infrastructure to identify and share sustainable best practices in consumer experience throughout the organization. Oversee the operations of consumer experience data reporting and internal education about consumer satisfaction surveys. Analyze data to monitor real-time feedback trends, prioritize efforts and launch improvement. Ensure local accountability for satisfaction scores. Determine the appropriate means to capture the voice of the consumer. Provide oversight and coordination to ensure collaboration and support. Coordinate and facilitate the integration of improvement efforts targeting patient experience, patient/family-centered care and workplace of choice outcomes. Lead and facilitate the development and deployment of physician initiatives to integrate patient, family and visitor needs into clinical practice in collaboration with physician leaders. Ensure the integration of such efforts with related health system efforts. Partner with Human Resources to improve the employee experience and help drive engagement programs as a necessary corollary to improved consumer experience. Ensure the consistent application of standard service behaviors. Ensure compliance with national grievance regulations to ensure a consistent approach to patient advocacy and customer service and to influence and model local accountability and ownership of the consumer experience. Develop and recommend the budgets for the area managed. Manage activities to assure financial goals are met. Coordinate the assignment of tasks and help resolve technical and operational problems. Evaluate the impact of solutions to ensure goals are achieved. Provide effective direction, guidance and leadership over the staff for effective teamwork and motivation and foster the effective integration of efforts with system-wide initiatives. Encourage and support diverse views and approaches, creating an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients and visitors. Participate in strategies to enhance and improve physician communications to strengthen the service orientation among physicians and identify specific communication skills needed for effective, empathetic communication with consumers. Provide consultation and project management expertise to leadership and staff on priority issues affecting consumer experience and related activities. Provide program leadership for the development, deployment and monitoring of service excellence and related educational offerings for staff, leadership and physicians. Serve as an educational resource on service, organizational effectiveness, continuous quality improvement, patient and family-centered care and related topics.

What You Will Bring:

Education

Bachelors required
Masters preferred

Experience
Five years' experience in an organization focused on improving quality, safety or service/customer experience/patient relations required
Experience in hospitality industry preferred

Certification & Licensures
Registered nurse preferred

Qualifications
Excellent verbal, telephone and written communication skills required
Ability to demonstrate a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times required
Ability to coach leaders, associates and physicians to improve the patient and associate performance required
Ability to round with leaders throughout the week on patients and associates, with leaders, teaching, observing, coaching and improving the patient experience required
Ability to work off shifts and weekends as needed required
Ability to serve as a role model for the Must Have Tool's to include AIDET, patient communication boards, Key word at Key Times, Rounding for Outcomes -- Employee , Patient, Internal customer and Senior leader rounding, Thank you notes, Bedside Shift Report, Hourly Rounding, Discharge Calls and No pass zone required
Ability to provide a scorecard with patient experience metrics for the organization required
Exceptional negotiation and interpersonal skills to support, coach, guide and positively influence all levels of management/staff to achieve desired results required
Ability to serve as a content expert and resource to help teach orientation and leader foundation classes required
Ability to track and trend results from designated experience measurement vendors required
Ability to travel up to 10% of the time required
Ability to work closely with Leadership to drive the strategy for patient experience required
Ability to facilitate large group meetings, service teams, and patient advisory meetings required
Knowledge of patient experience measurement components, e.g. NRC, Gallup, etc. required
Proven results in change management 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
316
INDD3

Physical Demands
3 A Administration