System Director Patient Experience Care Continuum

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

This is a remote position that requires a high percentage of travel.

The System Director, Patient Experience Improvement-Care Continuum is an enterprise-wide role responsible for the daily improvement of patient experience across the care continuum at CommonSpirit Health. This role is a key liaison between the system Patient Experience Departments and the clinics, hospitals, home health, hospice, senior living, inpatient behavioral health and additional entities in CommonSpirit Health. This position is a subject matter expert in patient experience analytics, patient experience improvement and age friendly health systems. 

This position will directly support the Patient Experience initiative: Age Friendly Health System. Responsibilities include research, development and delivery of educational materials for regional/market/facility implementations. Responsible for leading various elements of the CommonSpirit Age Friendly initiative, developing and maintaining partnerships with key stakeholders, engaging leaders across the continuum throughout the organization with adoption and sustainability of Age Friendly Care which is designed to improve the quality of care and the care experience for the older adult ensuring care delivered is in line with what matters most to our patients. Measures for this initiative include Center for Medicare Services (CMS) quality and CAHPS measures. 

This position is responsible for leading various Patient Experience Improvement and Age Friendly Projects, including leading meetings with across the care continuum stakeholders. The position also represents Patient Experience and the Age Friendly initiative on various clinical and other committees and forums across the enterprise, including, but not limited to Mission, Culture, Clinical Service Lines, and Quality/Safety, Office of Diversity and Inclusion. 

This role supports CommonSpirit Health's patient experience program, ensuring consistent, high-quality patient experiences that meet or exceed goals measured by voluntary and mandated (e.g., CAHPS) surveys. Collaborating with operational and functional leadership, this position partners with facilities to strengthen leadership teams and drive performance improvement, adapting to regional needs to deliver on CommonSpirit's commitment to humankindness.

Age Friendly (50% of time spent) 

• Drive successful Implementation of enter-prise wide strategic initiative to become an Age Friendly Health System, achieving outlined targets and rollouts across care continuums. 
• Provide expertise in the evaluation, development and integration of resources and education of best practices for Age Friendly Health Care/Systems . 
• Provides the development, education, coaching, and mentoring of region/market/facility Age Friendly leaders across CommonSpirit Health to ensure that programs are consistent and aligned with the system vision and strategies. 
• Provides influential leadership and mentoring through working with key senior leaders (system, regional, market and facilities, including department leaders, and Age Friendly leaders/coaches. 
• Provides technical support on analysis and interpretation of Age Friendly Health System metrics and connects the analysis to consistency and effectiveness of established local improvement plans. 
• Serves as Age Friendly Subject Matter Expert on various enterprise committees and clinical councils.

Patient Experience Improvement (50% of time spent) 

• Ensures integration of enterprise-wide strategic plan for patient experience achieving outlined goal, showing flexibility in focus based upon the needs of high volume, lower performing facilities. Facilitates efficient, timely, and effective implementation of the strategies. Drives the timely and efficient development and implementation of effective action plans to achieve strategic goals. 
• Offers comprehensive expertise in all phases of patient experience programs, including evaluation, development, education, implementation, re-evaluation and modifications as needed to achieve goals. 
• Research and development of resources for patient experience evidence based practices 
• Provide expertise in the evaluation, development and integration of resources and education of best practices for patient experience 
• Provides the development, education, coaching, and mentoring of regional/market/facility patient experience leaders across CommonSpirit Health to ensure that programs are consistent with the system vision and strategies. 
• Provides influential leadership and mentoring through working with key senior leaders (system, regional, market and facilities, including department leaders, and Patient Experience leaders, coaches and key stakeholders). 
• Provides technical support on analysis and interpretation of patient experience metrics and connects the analysis to consistency and effectiveness of established local improvement plans. 
• Serves as Patient Experience Subject Matter Expert on various enterprise committees and clinical councils.
• Provides leadership and facilitation for multiple Patient Experience Improvement Projects, including partnering with stakeholders across the care continuum.
• Responds to region, market, and local requests and triages to appropriate problem solving function if not able to assist (Acute Care Operations/Improvement, Ambulatory Care Operations/Improvement, Clinical Analytics, third party patient experience vendor, region/market,facility leadership).
• Advanced knowledge of surveys and analytic reporting from third party vendors or clinical analytics.
• Collaborates to ensure the patient experience strategic priorities are advanced through all functions and geographies at CommonSpirit Health. 

• Bachelor’s Degree in a nursing, health-related field, or process improvement required. 
• A minimum of 7 years related experience within a large, complex healthcare environment, with a minimum of 5 years healthcare Leadership in patient experience. 
• Leadership experience should include ability to problem solve and critically think through multifaceted issues relating to patient experience. 
• Experience in a multi-site environment is required. 
• Experience in multiple care settings (acute and post acute) such as behavioral health, home health, hospice, senior living 
• Strong understanding of the unique needs of the geriatric population 
• Leadership experience in rolling out large scale initiatives across all continuum of care settings. 
• Master’s degree preferred. 
• Knowledge related to Age Friendly Health Care Systems 
• Certified Patient Experience Professional (CPXP) preferred 
• Strong knowledge and expertise in patient experience, evidence-based practices and survey tool regulations and requirements. 
• Solid understanding of patient experience and can resolve questions and direct customers (markets) appropriately.

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