Director of Patient Experience - Providence, United States - Lifespan Corporation

Lifespan Corporation
Lifespan Corporation
Verified Company
Providence, United States

3 weeks ago

Mark Lane

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Mark Lane

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Description

Summary:

The Director Patient Experience reports to the Vice
President Quality and Safety performs various duties in leading and managing
all aspects of improving and optimizing patient and provider experience at
Lifespan to foster a culture of patient and family centered care and service
excellence. Supports system-wide improvement efforts in patient experience
performance (as measured through external and internal surveys (such as HCAHPS
etc.) and other voice of the customer data. This leader will collaborate with
executive leaders frontline staff and caregivers under general supervision and
within Lifespan established policies and procedures to develop direct coordinate
and evaluate the comprehensive clinical quality improvement activities leading
to improved patient experience performance in all settings. Directs
coordination collection analysis and improvement of patient experience data
and collaborates with the Lifespan Patient and Guest Services office
systemwide processes for complaint and grievance management and service
recovery programs. Provides strategic leadership and oversight for the
development of change management plans (messaging stakeholder analysis
system/process alignment education/learning and implementation and evaluation
of patient experience metrics and their associated processes to achieve optimal
outcomes compliance with evidenced-based care and identifies need and
implements effective improvement strategies when necessary.


Responsibilities:

Collaborates with leadership patients and families to
develop and deploy a robust Patient and Family Advisor Program to
systematically engage patients and families in dialogue through focus groups
experience shadowing projects advisory councils etc. to clearly define the
optimal healthcare experience including the systems and behavioral changes
necessary to achieve cultural transformation throughout the entire
organization. Instills a culture that elevates patients as partners service
excellence hospitality ownership and results across the organization.

Collaborates with leaders in other areas to ensure the
alignment and integration of patient experience initiatives and programming
with employee/caregiver engagement resilience and diversity/inclusion
initiatives and programming.

Oversees and reviews selected quality and service issues and
provides guidance for leaders and staff to initiate improvement efforts and
when prioritized experience-based process redesign for optimized
performance. Provides feedback reports to
staff members and leadership. Assists
and supports the development of reports submitted to regulatory and accrediting
agencies including the Department of Health the Joint Commission and
others. Interfaces within the Quality
and Safety division as needed and with other quality initiatives and
committees as requested and necessary across Lifespan. Directs the effective
utilization of resources (e.g. people financial material equipment) to meet
established goals and objectives.
Establishes departmental priorities to ensure activities support
established organizational priorities and strategies.

Provides leadership to site and/or system-wide improvement
teams using various performance improvement methodologies. Manages clinical and patient
experience/service excellence data needs and leads team(s) toward implementing
successful improvement strategies.

Monitors overall performance metrics for diagnostic
populations as assigned and for communicating with internal and external
customers related to monitoring patient experience and operational performance
metrics as requested. Responsible for achieving improved performance in all
areas of reported/monitored patient experience metrics.

Provides strategic and tactical guidance to Lifespan
consultant on improving service excellence and the patient experience. Advises
senior and middle managers on evidence-based strategies for improving the
patient experience and on ways to engage front-line staff and physicians in
efforts to improve the patient experience.

Participates with the Vice President Quality and Safety to
determine need for system-wide affiliate or department specific surveys to
assess patient and physician experience. Develops implements directs and
evaluates system-wide affiliate
- or department-specific surveys reports and
analyses on such topics as patient experience physician and employee engagement
levels. Manages the implementation of
products and services provided by survey vendors.

Participates with the VP Quality and Safety; Executive VP
Chief Clinical Officer; Executive VP Quality and Safety and Chief Nurse
Executive; affiliate chief nursing officers and chief medical officers; in the
development of short and long-range goals and objectives for the patient and
family experience. Aligns and
coordinates performance improvement initiatives in collaboration with Lifespan
leadership. Assists leadership in identifying developing and maintaining
needed practic
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