Director, Patient Experience

General Description

Leads the operations and strategy for the Patient and Family Experience program within the OU Health. Sets the vision and provides thought leadership for elevating all aspects of Patient & Family Experience. Improves the Patient & Family Experience as measured by our patient and families via surveys and other feedback mechanisms. Assists the organization and Manager of Patient Grievances and Complaints in responding to and resolving all patient and family complaints and concerns and ensures compliance and risk mitigation. Identifies areas for process improvement and leads change to promote OU Health's Patient First Mission.

Essential Responsibilities

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Development and implementation of Patient Experience strategy in partnership with system operations senior leaders throughout OU Health.

• Continually assess outcomes from survey responses to drive real time efforts in identifying top priorities

• Cascade outcomes to front line teams and actionable items for teams to drive best practice

• Oversight, coordination and leadership of institutional orientation and onboarding program for OU Health

• Development and coordination of employee engagement efforts in partnership with the OU Health human resources team

• Department oversight to include resource management, fiscal management and outcome accountability for Employee Engagement and Patient Experience services

• Partner with HR Business Partner and team to develop employee retention and engagement efforts and align on implementation

• Partner with appropriate Triad Leaders and team to develop physician and advance practice providers retention and engagement efforts and align on implementation

• Partnership with marketing and branding teams to support key OU Health efforts driving patient and family experience as well as employee engagement to align with retention strategies

• Collaborates with Chief of Patient Experience to ensure alignment of strategic goals with OU Health's system initiatives

• Navigation of all patient engagement surveying agencies and results to drive departmental level action plans and goals to support department leaders

• Coordinate efforts for employee engagement surveys, interpretation of results and strategic efforts for action planning

• Partner directly with all patient care providers (nursing, professional, ancillary, medical staff and system partners) to advance engagement, development, research and Evidence Based Practice, standardization and high reliability for consumer engagement expectations

• Serve as the institutional expert and resource for Evidence Based Practice within Patient and Family Experience as well as Employee Engagement

• Demonstrates compassion and advocacy for the "voice of the family", supporting efforts through the Patient Advisory Council

• Provides coaching and mentoring to multidisciplinary team members to support care outcomes

• Collaborates with the Patient Experience Department to ensure alignment of strategic goals of OU Health to ensure alignment with our system initiatives

• Leads the Patient Family Experience Collaborative bimonthly meetings

• Provides consultation with patients/families in order to understand needs and serve as family advocate

• Support Manager of Patient Grievances and Complaints as they navigate patient grievances and serve as content expert for OU Health Patient Experience to support coordination of grievance resolution

• Performs other duties as assigned.

Minimum Qualifications

Education: Bachelor's Degree in applicable field required. Master's degree in healthcare administration, business administration, or a related field preferred.

Experience: 5 to 7 years of progressive leadership experience required. Work experience in healthcare with an emphasis on Patient Experience preferred.

License(s)/Certification(s)/Registration(s): N/A

Knowledge, Skills and Abilities

• Demonstrated success to drive patient/family experience

• Computer and database skills including Microsoft Excel, PowerPoint, and Word.

• Excellent oral and written communication skills.

• Strong organizational skills with self-direction.

• Knowledge of relevant evidence-based strategies and patient experience databases.

• Knowledge of patient and family centered care strategies.

• Ability to meet deadlines and to handle multiple tasks.

• Requires analytical skills in order to research, design, implement and evaluate innovative patient experience initiatives.

• Requires ability to collaborate and work in a team environment.