Vice President of Patient Experience

M.L. Best Consulting is proud to lead the search for a dynamic Vice President of Patient Experience for our client, a $14B annual revenue, multi-state, top 15 non-profit health system based in Philadelphia, Pennsylvania. This position offers a unique opportunity to work closely with various key stakeholders such as the executive team, operational leadership, physicians, nursing staff, and frontline employees. As a VP of Patient Experience, you will be actively involved in driving patient-centered initiatives and ensuring that the organization remains focused on providing exceptional care and service to all patients.

Essential Functions:

• This senior leader will be accountable for leading the organization's experience strategy consistent with the best available evidence to transform systems, processes, and organizational behaviors. This leader will lead cultural change aligned with evolving principles of human-centered design practice
• This role will support other regional enterprise teams with the design, implementation, and evaluation of programs that facilitate the service excellence culture across the organization
• This leader will establish standard approaches to review and respond to the voice of the customer data including the pursuit of the latest innovations in real-time service response

Responsibilities:

Enhance Patient and Family Experience

• Clearly defines with the input of patients, families, leadership, and staff the optimal service experience, including the systems and behavioral changes necessary to achieve cultural transformation throughout the entire organization
• Lead the execution of strategy for optimizing the consumer journey across the organization's service area
• Align local service excellence action plans with the organization's enterprise-wide strategies
• Foster a culture of human-centeredness, ensuring that every patient, and family member receives exceptional experience in the delivery of care within the institution
• s.Strategically develops, refines, and improves key performance indicators and measurement methods using industry-leading tool
• s.Works to ensure alignment of people, processes, systems, and rewards across the organization with industry-leading practice
• Serves as the subject matter expert for service excellence, maintaining an active understanding of current thinking and innovative interventions/programs regarding the patient experience both locally, nationally, and internationally

Internal Stakeholder Engagement

• Design internal training programs to enhance the service experience for patients, families, and internal interaction
• Operationalize service excellence reward and recognition programs
• Design and deploy all patient and staff rounding initiatives
• Establish internal structures and mechanisms to ensure internal engagement in service excellence improvement
• Develop and deploy all internal reporting for service key performance measures

External Stakeholder Engagement

• Ensure regulatory compliance for all patient rights and responsibility requirements relative to complaints and grievances
• Serve as the organization's patient grievance officer and ADA compliance advocate
• Develop and deploy a community engagement platform to create space for patients, families, and community members to actively engage in organizational decision-making
• Establish patient and family advisory councils for the organization's patient segments
• Foster cross-functional collaboration between community members, patient advisors, and the organization's leadership to ensure exceptional delivery of services and programs

Key Qualifications

• 7 – 10 years of related experience with progressive levels of responsibility required
• An advanced degree in Organization Development, Public Health, Health Administration, Business, or a related field
• A documented track record of implementing and accomplishing customer service improvements in a large academic complex healthcare organization or system required
• Advanced knowledge of various CAHPS surveys, patient satisfaction survey tools, the field of consumer research, and complaint and grievance management
• A proven track record of results and working with process management
• Performance in patient satisfaction surveys in the upper tier (75th percentile or higher)
• Able to lead & facilitate meetings across the enterprise and diverse audiences
• Advanced data analysis and interpretation skills are needed to lead the service improvement effort and to create the credibility needed for interaction with hospital leaders and faculty
• Able to articulate challenges and to be proactive and aggressive in thinking about new ways to do things and create enthusiasm for new initiatives
• Able to elicit commitment from stakeholders and team members
• Ability to communicate effectively verbally and in writing, with all TJUH personnel, physicians, executives, patients, and visitors

Preferred Qualifications

• Completion of advanced training in human-centered design, patient and family-centered care, or patient experience
• Patient-Centered Outcome Research (PCORI) grant funding and CPXP certification.