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 a remote position that requires a high percentage of travel.

The System Director, Acute Care Patient Experience Improvement is an enterprise-wide role responsible for the daily improvement of patient experience across the Acute Care Services at CommonSpirit Health. This leadership role is a key liaison between the system Patient Experience Departments and the Regions, Markets, hospitals, care continuum additional entities in CommonSpirit Health. This position is a subject matter expert in  patient experience improvement measurement, data strategy, patient experience analytics and change management. This role  maintains relationships and partnerships with Acute Care Entities.  Additional partnerships include: Ambulatory Patient Experience Operations, Patient Experience Care Continuum,  Improvement, Clinical Analytics, patient experience third party vendors, and multiple system departments across CommonSpirit Health. 

This position  designs, educates and implements the strategies for patient experience, and works in partnership with regions/markets/facilities to integrate patient experience strategies and principles into practice. This position also integrates the Values of CommonSpirit Health into each of the strategies to show how the work each person does lives the values.  

This position provides continuous  evaluation and sustainment of CommonSpirit Health’s patient experience program which is designed to improve the consistency and quality of the experience of patients to ensure the organization meets or exceeds the patient experience goals as measured by voluntary surveys, as well as the federal and state, required patient experience surveys such as; Consumer Assessment of Health Care Providers and Systems(CAHPS). 

This role will work in partnership with the operational and functional leadership across the enterprise to ensure that CommonSpirit Health delivers on its promise for Humankindness. Through improvement partnerships and working with facilities, this role requires flexibility to adapt to the regions/markets/facilities needs to strengthen leadership teams that can transform performance across dimensions.

Key Responsibilities

• • Drive successful Implementation of enter-prise wide strategic patient experience improvement  initiatives, achieving outlined goals and rollouts across acute care settings. 
  • Research and develop, integrate and evaluate patient experience best practices, resources and educational programs across acute care settings and regional/market/facility implementations to drive impactful improvement. 
  • Lead various elements of the CommonSpirit Patient Experience  initiative, developing and maintaining partnerships with key stakeholders, engaging leaders across the continuum throughout the organization with adoption and sustainability of patient experience performance improvement.  Measures for this initiative include Center for Medicare Services (CMS) quality and  Consumer Assessment of Hospital Providers and Systems (CAHPS) measures
  • Responsible for leading various Patient Experience Improvement Projects, including leading meetings with acute care stakeholders. The position also represents Patient Experience 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.
  • Provides the development, education, coaching, and mentoring of region/market/facility leaders across CommonSpirit Health to ensure that programs are consistent and aligned  with the system vision and strategies. 
  • Provides technical support on analysis and interpretation of Patient Experience metrics and connects the analysis to consistency and effectiveness of established local improvement plans. 
  • Orchestrates and accelerates the enterprise-wide patient experience strategic plan, dynamically adapting focus to elevate performance in high-volume, lower-performing facilities through the swift and effective implementation of targeted action plans.

• Bachelor’s Degree in a nursing, health-related field, or process improvement required. 
• Master's Degree preferred
• CPXP preferred
• 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.
• Leadership experience in rolling out large scale initiatives across all continuum of care settings.
• Advanced knowledge of surveys and analytic reporting from third party vendors or clinical analytics. 
• 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. 
• Successful track record in leading change to improve and enhance patient experience and working collaboratively across disciplines. 
• Leadership experience should include experience with staff, education development, strategic planning, goal setting, change management and multi-disciplinary team leadership.
• Demonstrated ability to work collaboratively and effectively with a wide variety of professionals. 
• Ability to respond effectively to the most sensitive inquiries or complaints. 
• Ability to make influential and effective comments and presentations on controversial or complex topics. 
• Ability to define problems, collect data, establish facts, and draw valid conclusions. 
• Strong Communication with understanding of regulatory changes in the patient experience industry. 
• Demonstrated ability to work collaboratively and effectively with a wide variety of professionals. 
• Demonstrated ability to work within/through ambiguity and significant change. 
• Excellent leadership, communication and operating skills, including skills with problem resolution.
• Experience working in an organization that has gone through significant growth and merger activities is preferred.

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