System Director Acute Care Patient Experience Improvement

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 with a high degree of travel (50%+)

CommonSpirit Health is seeking a dynamic and experienced System Director, Acute Care Patient Experience Improvement to lead the enhancement of patient experience across our acute care services nationwide. This pivotal, enterprise-wide role is responsible for driving daily improvement, strategy, and implementation to ensure an exceptional and consistent patient journey.

The Role:

You will be a critical liaison between system Patient Experience Departments and our regions, markets, hospitals, and care continuum entities. As a subject matter expert, you will leverage your expertise in patient experience measurement, data strategy, analytics, and change management to design, educate, and implement system-wide strategies. This role requires strong relationship building with acute care entities, ambulatory operations, care continuum, improvement teams, clinical analytics, and third-party vendors.

You will continuously evaluate and sustain our patient experience program, aligning initiatives with CommonSpirit Health's values and ensuring we meet or exceed patient experience goals, including CAHPS and other federal/state requirements. Working in partnership with operational and functional leadership, you will foster Humankindness and empower leadership teams to transform performance.

Key Responsibilities:

• Lead Strategic Implementation: Drive successful rollouts of enterprise-wide patient experience improvement initiatives across acute care settings.
• Best Practice Integration: Research, develop, integrate, and evaluate patient experience best practices, resources, and educational programs.
• Stakeholder Engagement: Lead key elements of the CommonSpirit Patient Experience initiative, fostering partnerships and gaining adoption across the organization for improved performance (CMS, CAHPS).
• Project Leadership: Lead various Patient Experience Improvement Projects, including stakeholder meetings and representing Patient Experience on enterprise-wide committees (Mission, Culture, Clinical Service Lines, Quality/Safety, Diversity & Inclusion).
• Coaching & Development: Provide education, coaching, and mentorship to region/market/facility leaders, ensuring alignment with system vision.
• Data-Driven Insights: Offer technical support for analyzing and interpreting patient experience metrics, connecting insights to local improvement plans.
• Strategic Acceleration: Orchestrate and accelerate the enterprise-wide patient experience strategic plan, adapting focus to elevate performance in high-volume, lower-performing facilities through targeted action plans.

• Bachelor’s Degree in a nursing, health-related field, or process improvement required, Master's is preferred. 
• Minimum of 7 years related experience within a large, complex healthcare environment, with a minimum of 5 years healthcare leadership in patient experience. 
• Experience in a multi-site environment is required.
• Certified Patient Experience Professional (CPXP) certification is preferred
• Leadership experience in rolling out large scale initiatives across all continuum of care settings.
• Successful track record in leading change to improve and enhance patient experience and working collaboratively across disciplines. 

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