Director, Patient Experience

Description:

About UI Health

The University of Illinois Hospital & Health Sciences System (UI Health) provides comprehensive care, education, and research to the people of Illinois and beyond. A part of the University of Illinois at Chicago (UIC), UI Health comprises a clinical enterprise that includes a 495-bed tertiary care hospital, 30+ outpatient clinics, and 13 Mile Square Health Center facilities, which are Federally Qualified Health Centers. It also includes the seven UIC health science colleges: the College of Applied Health Sciences; the College of Dentistry; the School of Public Health; the Jane Addams College of Social Work; and the Colleges of Medicine, Pharmacy, and Nursing, including regional campuses in Peoria, Quad Cities, Rockford, Springfield, and Urbana. UI Health is dedicated to the pursuit of health equity.

Position Summary

The Patient Experience Director is responsible for: developing leading, executing, implementing, analyzing, reporting, and evaluating targeted patient experience improvement initiatives within the assigned service area(s); participating in the development and implementation of projects related to system-wide patient/guest experience initiatives; collaborating with and instructing leadership, physicians, department directors/managers, and staff to implement strategies ensuring optimal patient experience outcomes; collaborating with Navigators, evaluating, and participating in the resolution of complaints to identify and mitigate barriers at the point of care; participating in the development of programs and services that address specific aspects of the patient experience within his/her assigned area of responsibility. Initiate evidence-based tactics to reinforce UI Health as a great place for staff to work and physicians to practice.

Duties & Responsibilities

• Direct and drive the implementation, execution, and hardwiring of tactics and evidence-based practices to improve physicians, staff, leaders, and patient/family experiences. Implement strategies that drive and support patient experience improvement initiatives for targeted areas.
• Implement and drive strategies that enhance robust physician and staff engagement.
• Serve as a key resource to management, staff, and providers to improve organizational engagement, leadership, and partnership.
• Provide professional coaching, including competency validation and consultation, to influence leadership, physicians, direct care providers, and other stakeholders to deliver excellent patient experiences.
• Collaborate with leadership and Navigators to identify and mitigate barriers as identified through patient complaints.
• Participate in the development of programs and services that address specific aspects of patient experience within their assigned area of responsibility.
• Collaborate with the Patient Family Advisory Committee to enhance patient/family engagement in organizational decisions that affect the quality of care and patient experience.
• Support organizational Steering Committees to drive patient experience initiatives and ensure organizational alignment.
• Introduce patient experience strategic imperatives during new hire onboarding processes, including but not limited to orientation.
• Influence accountability through the dissemination of targeted reports, focused action plans, and the validation of competency related to caregivers' and staff's behaviors.
• Analyze internal and external customer satisfaction metrics and other performance analytics to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended action plans, including competency validation, to improve the patient experience.
• Serve as an influential expert on patient experience/engagement fundamentals and the UI CARE model. Lead assigned projects and programs by creating and executing project work plans.
• Prepare and present both oral and written reports and presentations to stakeholders and leadership related to PX projects, initiatives, and progress in achieving goals.
• Perform other related duties and participate in special projects as assigned.
• Perform other related duties and participate in special projects as assigned.
  
  

Qualifications:

Minimum Qualifications

• Bachelor’s degree in science/healthcare/nursing/liberal arts/human services/ or a related field is required.
• A master’s degree in a related field, along with hands-on patient care experience/background, is strongly desired.
• Minimum of three years of professional experience, with a focus on patient experience, patient satisfaction, patient advocacy/hospitality services, and/or customer service.
• Strong education and training skills with leaders, staff, providers, and frontline employees.
• Ability to collaborate with all stakeholders, design, execute and successfully lead patient experience initiatives.
• Ability to adapt communication for different stakeholders, and promote continuous improvement, including the ability to
  adapt to and influence organizational culture.
• Strong critical thinking skills and the ability to quickly resolve issues and concerns.
• Ability to develop and lead interactive and engaging training and education programs relevant to service excellence.
• Excellent communication skills (verbal and written) with a proven track record of effective interfacing, training, and presenting information to multiple levels of the organization.
• Proficiency in writing and editing reports and other materials in the training and development field.
• Skills in process improvement methodologies (, six sigma, PDSA/PDCA), process management, or change management (Preferred).
• Computer proficiency that includes Microsoft Word, Excel, PowerPoint, and Outlook. Understanding of industry best practices.