System Director - Patient Experience

Northern Light Health | ME

Posted Date 8/09/2018
Description Schedule: Regular Full-time
Shift: Day
Hours: 8:00am-4:30pm
Informational Posting Only

Interested applicants should apply to

Job Summary:
The System Director, Patient Experience is responsible for providing leadership and executing strategy in achieving our brand promise and performance goals to achieve the highest level of clinical quality, patient safety and experience of care by ensuring patient engagement, activation and experience enterprise standards are met. The Director is responsible for the developing and supporting the adoption of principles of excellence in service and patient experience. The director will support the development of policies and procedures for improving patient experience of care by planning and executing evidence-based initiatives and proven practices aligning with the EMHS System Brand, Quality, and Service Goals and the Quality Division Work Plan. Serves as the main resource and advisor to EMHS leadership in identification, assessment and implementation of strategic and operational patient experience initiatives to meet strategic goals. and will be an expert resource for the executive leadership and member organization teams. A deep knowledge of value based payment and risk-based contracting across the care continuum, as it relates to patient engagement and experience sensitive indicators (such as avoidable readmissions, preventable hospital acquired conditions, and CAHPS surveys) is required. The Director assists in the development of enterprise system policies and procedures to ensure best in class experience of care, ensure standards that meet accreditation, CMS federal guidelines and include patient engagement Meaningful Use requirements, State licensure guidelines and Quality agencies standards. Proficiency in Lean, Six Sigma and Change Management is expected. In addition, the Director conducts all job responsibilities in a manner that reflects a mature High Reliability Organization (HRO). Travel required to consult with each member organization on a regular basis. Working in close collaboration with physicians, nurses and other disciplines (including non-clinical staff), the Director create a "best in class" culture for patient centric care, built on the evidence-based principles of and proven practices for patient experience. The Director will matrix and support EMHS system organization Strategy, Brand, Operation and Quality, leaders as needed The System Director, Patient Experience will report to the EMHS Vice President, Chief Quality Officer. He/she will work closely with other members of the Quality Division as well as with executive and clinical leaders throughout the system in a matrix structure.

Job Functions & Duties/Responsibilities:

1. Serves as the main resource and advisor to EMHS leadership (System and Member Organization) in the identification, assessment, planning, implementation and evaluation of strategic and operational patient experience initiatives.
a.Works collaboratively with appropriate EMHS leadership and providers to ensure the consistent delivery of best in class patient/family experience and person-centered engagement in care at all touch points across the care continuum.
b.Builds a successful system wide Patient Experience Program .
c.Matrixes with System and member organization patient experience and engagement functions to achieve results
d.Ensures patient experience and engagement science is foundation of programs delivered; Employs methods of Institute of Healthcare Improvement for clinical performance improvement to reduce variation and harm to patients/families/customers.
e.Creates an organizational framework draw on EMHS's strengths of operations, quality, safety, ethics, and compliance and capitalizes on the culture and ability to scale best practices.
f.Present data to all levels of the organization, from senior leaders to front line staff. Deep understanding of national and regional benchmarks; in addition to coordinating external benchmarking projects and collaborative opportunities with external agencies.
g.Creates an organizational framework draw on EMHS's strengths of operations, quality, safety, ethics, and compliance and capitalizes on the culture and ability to scale best practices.

2.Collaboration: Collaborate with System organization Quality Leaders (including SPE,VP of Nursing, directors of quality and patient experience); System Chief Strategy officer, System Chief Quality Officer; System Chief Medical Officer; System Chief Nursing Informatics Officer and Chief Medical Informatics Officer on a regular basis. Directs and/or collaborates with local patient experience and service excellence leads on clinical performance improvement processes.

a.Collaborate with Clinical Informatics and Information Service to design and implement an oversight process of the EMHS enterprise patient portal, including enhanced functionality, optimization, communication plan development/implementation, daily operational needs and close collaboration with Information Services for customer service technical support; Stewardship for enterprise electronic health record patient education materials.

b.Collaborate with system Brand director to collect, maintain, and prioritize a list of opportunities to improve system level resources impacting customers, and opportunities to improve customer experience across the continuum of care.

3.Develops EMHS as an organization that learns from its patients and families:
a.Establish systems for collecting, reporting, and reflecting on patients' stories about the patient experience at all levels of the organization and all sites of care across the EMHS continuum
b.Establish models for learning from stories of both positive and negative patients' experiences
c.Establish models for designing, developing and implementing systems to measure and to report on, and influence the patient experience across EMHS; Establish in-depth analysis capabilities of all patient metrics including patient experience surveys, written and verbal feedback, patient complaints, social media and other sources of technology feedback and qualitative data from other sources such as the patient portal.
d.Establish models for sharing and implementation of best practices among EMHS Member Organizations
e.Identify, plan, implementation and evaluate evidence patient practice into clinician-patient care interactions system-wide.
f.Identify, plan, implement, and evaluate evidence based and proven best practices for patient experience including Purposeful Rounding (nurse-patient, employee, leader), Patient Centric Communication, and Core Principles/Behaviors for Patient Experience and Engagement.

4.Enterprise Consultant/Subject Matter Expert
a.Expert knowledge of patient experience impact on value based purchasing, applicable to population health risk-based contracts, prospective payment hospitals and value based modifiers for physician practices. Offers strategies and collaborates on System organization initiatives to improve clinical outcome performance, resulting in enhanced financial performance.
b.Expert knowledge of issues of health literacy, evidence-based patient clinical decision aid approaches and innovative technologies to support patient/family engagement
c.Leads/facilitates quality leaders from System organizations working closely to ensure patient experience projects are well defined with work deliverables being accomplished.
d.Responsible for meeting Patient and Family Centered care and Experience requirements for certification and licensure, including applicable Meaningful Use and Grievance regulations. Collaboration with other Quality Directors for certification and licensure as applicable.

5.Patient Reported Outcome Measure Evaluation and Clinical Performance Improvement
a.Participate in tracer methods – engage providers, staff, family/patients
b.Patient reported outcomes measures evaluation for program effectiveness
c.Responsible to develop meaningful metrics to measure performance for EMHS members in the area of patient/family engagement.

6.Professional Practice/Leadership
a.System team membership; task force and committee leadership and membership; Supports a culture of a mature high reliability organization.
b.In collaboration with system and organization Quality and Experience Leaders, develop and recommend exceptional patient experience programs leveraging best practices and driving innovation to achieve market differentiation. Evidence based approaches will be identified and/or developed for improved patient engagement to support patient centered goals, clinical outcomes of care, safety and improved experience.
7.Other Duties as Assigned
a.Accountable for developing and implementing departmental operational budget.
b.Other duties, as assigned by the Vice President, Chief Quality Officer.

Education and Experience:Master's Degree required; inhealthcare communications or a clinical field preferred. Equivalent experience for educational requirement is ten (10)successful years of relevant experience in work that requires a progressing level of knowledge and master in that field.At least five (5) years experiencein ahealthcare setting required. Customer service and/or hospitality experience is a plus. Management experience required; Must include operational and direct report accountability.Certification in shared decision making and/or health coaching and patient experience is preferred.

Knowledge, Skills, and Abilities: Knowledge of clinician communication and patient engagement and experience best practices. Proficiency in Microsoft Office and Visio required. Knowledge of Centers for Medicare and Medicaid Services (CMS) Conditions of Participation and The Joint Commission Certification Standards relating to patient engagement, education and experience. Knowledge of CMS Meaningful Use requirements.

Working Environment: Busy office environment, seated at a desk, with option to stand, for extended periods of time. Work involves computer and telephone. Member organization site visits will be required frequently. Interaction with colleagues via video and telephone conference calls required. Community presentations will be required.

Supervision Exercised: System Director level position. Position may require direct report responsibility. Matrix relationship with member organization Director for Patient Experience.

Supervision Received (ability to act independently): Position requires ability to execute strategy and operationalize the Quality Division work plan assigned accountability areas.

Organizational Impact: This role is a strategic position in the EMHS Quality Division, Office of the Vice President and Chief Quality Officer and will provide execution of patient engagement and experience goals to align the EMHS Strategic Plan and the Triple Aim Plus One goals with system clinical performance improvement.

Typical Contacts (Internal/External)
Internal: CSO,COO,CQO C, Member Organization Quality, Safety and Experience Directors, Quality Center of Expertise Directors, patients and family members; External: Community healthcare organization quality and experience leaders, clinical staff and executive leadership.

Physical Requirements
Sedentary work requiring good manual dexterity for keyboarding. Work requires repetitive motions of wrists, hands and fingers. Must have correctable vision to work with a computer monitor, excellent hearing and listening skills to receive and give detailed information through oral communication. Extended periods of sitting, with option to stand, at computer. Some travel within buildings between departments and outside of the office to meetings is involved. Ability to communicate in person and over the telephone, effective public speaking, to work independently and in team environments, work under pressure with precision and accuracy, and handle multiple projects simultaneously.

Equal Opportunity Employment
Healthcare | Management

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