Director Patient Experience Transformation

MedStar Health
United States, Maryland, Leonardtown
Nov 15, 2024
General Summary of Position Responsible for the day-to-day operational leadership, coordination, planning, evaluation, and monitoring of departments and programs that directly and indirectly impact the MedStar St. Mary's experience. Develops and leads structure, collaboration, and change across all levels of the organization to improve, innovate, and transform experience of patients, families, and visitors in alignment with the MedStar St. Mary's Hospital experience culture. Engages with hospital, system and external stakeholders on the design, implementation, and evaluation of programs and initiatives to improve patient experience scores. Primary Duties and Responsibilities Provides, in collaboration with Vice President of Operations, Chief Nursing Officer and Chief Medical Officer, direct oversight to departments in day-to-day operations and in developing and implementing strategies to improve associate, patient, family, and visitor experience. Develops and leads structure, collaboration and change across all levels of the organization to improve, innovate, and transform experience of patients, families, and visitors in alignment with MSMH Experience Culture. Fosters collaboration between Hospital Executive Team, department leaders, system leaders, and external stakeholders to promote innovation and execution of experience transformation initiatives across and between departments. Advises VP of Operations regarding performance of MSMH Environmental Services and Food and Nutrition Services departments. Assists with the development of action plans for performance improvement and celebration of successes. Develops experience transformation plan Develops programs and initiatives to improve patient experience scores to include patient engagement, associate engagement, patient experience improvement, education and training, change management, and accountability. Coaches and guides staff and other leaders while fostering teamwork and enhancing associate engagement to achieve optimal experience and outcomes. Conducts frequent rounds on the units with patients, families, and staff. Acts as the managing member of the Patient and Family Advisory Council (PFAC) and other patient experience focused workgroups as assigned. Acts as liaison for Patient Experience matters between MedStar St. Mary's Hospital and MedStar Health. Represents the hospital in initiatives with outside entities focusing on Patient Experience service enhancements. Actively monitors national trends related to Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) and Patient Experience. Maintains current knowledge of developments in th Effectively creates positive relationships by promoting cooperation and collaboration across departmental boundaries to build strategic partnerships and achieve common goals. Serves as a navigator to certain patients. Bridges care between hospital and ambulatory locations as it relates to patient experience. Proficiently uses Press Ganey Patient Experience tools. Creates, extracts, and distributes reports routinely to leaders. Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations. Meets all mandatory requirements and obligations. Minimum Qualifications Education Master's degree in Hospital or Health Services Administration, Public Health, Business Administration or a related field. required Experience 5-7 years of progressively more responsible job related experience required 3-4 years of prior experience managing complex programs. required Project management experience preferred Knowledge, Skills, and Abilities Excellent relationship management skills, ability to strategically think and problem solve. Compassionate individual able to resolve patient complaints. Strong analytical skills ability to analyze and trend data. This position has a hiring range of $93,142 - $175,968