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This position is responsible for the deployment of a comprehensive patient, employee, and physician experience improvement plan across the continuum of care for the hospitals within the given region. This position serves as the content and systems expert consultant for their region’s community hospitals they serve and will undertake special projects for the Corporate Experience team to accelerate improvement across all Prime hospitals nationwide.  This position also ensures all hospitals in the region have a volunteer program and supports the volunteer leaders at each facility to grow their volunteer programs.

Serves as subject matter, quality, and process expert on patient, employee, and physician experience improvement, data, reports, surveying, and best practices. Acts as point of contact for facilities and responds to patient experience inquiries related to measures, analysis, support, service recovery, and interventions. Plans and provides training, expert coaching and observation, knowledge assessment, and skill validation in experience improvement for all levels of the organization. Communicates all requirements and commitments for each project. Prepares and presents both oral and written reports and presentations on the progress of the facilities in meeting their experience goals. Aids in monitoring, reporting, and analyzing data in order to identify priorities and opportunities for improvement and reporting on findings to key stakeholders. Directly manages Regional Experience Leaders, Experience Managers, Experience Champions, and Volunteer Leaders to ensure experience improvement and implementation of Prime experience plan.  Partners with hospital executives, directors, and leaders to establish and sustain experience strategic plan and drive performance. Adopts a proactive approach to identify risk to plan success. Develops and organizes tools, processes and procedures that can be utilized across the system to ensure positive patient, employee, and physician experiences. Applies evidence-based knowledge of performance improvement, survey instruments and methodology to work.  Partners closely with Corporate Experience team to complete corporate projects and initiatives. Supports other teams’ work in relation to experience outcomes and supports integration of process improvements across Prime Healthcare system. Consistently attends patient experience team huddles, leadership trainings, and regional patient experience team meetings.  Performs related responsibilities as required.

EDUCATION, EXPERIENCE, TRAINING

Required qualifications:

1.        A minimum of 5 years working in patient experience, performance improvement, risk management, patient relations, or service excellence department in an acute care hospital required.

2.        Bachelor’s Degree from an accredited school required, or equivalent years of experience. Nursing, Statistics, Business, or related field required. 

3.        Previous leadership experience improving patient and employee experience required.

4.        Experience developing and deploying statistical tools to measure and improve process and outcomes goals required.

Preferred qualifications:

1.        Master’s Degree from an accredited school.

2.        Demonstrated project management across multiple geographic locations including the use of Microsoft Business tools: Excel, PowerPoint, Outlook

3.        Certified Patient Experience Professional (CPXP)

4.        Certification and experience applying six sigma, lean or Value Stream Improvement methodology.

5.        Measurable outcomes generated through programs deployed around patient experience, service recovery, patient family advisory councils, employee engagement, or enhancing cultural competency.