The Director of Patient Experience at North Mississippi Health Services is responsible for developing, leading and directing best practice patient experience initiatives throughout the organization. Collaborates with external vendors, performs data analysis, supports the system data analytics for patient experience, presents educational traing sessions to staff, leadership, and providers. Manages special projects to enhance the patient experience. This position collaborates with various departments to ensure data utilization for coordinated improvement initiatives and maintain regulatory compliance. As a director, this role provides strategic leadership, goal-setting, and operational management for a department or function, contributing to the overall organizational success. **JOB** **FUNCTIONS**
- Leadership:** * Leads strategic initiatives to improve patient engagement, education, care, safety, communication, loyalty, and overall NMHS experience. * Directs and provides strong, proactive leadership/oversight of data analysis, trends and improvement solutions. * Continuous assessment of patient experience current state data, comments, trends, strengths, improvement opportunities, barriers and action steps. * Partners with health care teams, including educators, to create and integrate a multi-faceted and evolving patient experience educational plan to continuously reinforce emotional suffering, behaviors, tactics and practices that enhance patient and family centered care. * Develop strategies and recommend project plans to drive key patient experience initiatives and tactics. * Track, trend and report patient experience metrics to celebrate/replicate improvement and identify opportunities for improvement. * Collaborate with all healthcare team members to implement process improvement and standardized strategies that enhance patient and family engagement. * Directs and evaluates performance, provides coaching and feedback regarding individual and team performance. * Provides system oversight of complaint and greivance database, monitors for trends that impact patient and family centered care delivery then identifies owners for root cause analysis and resolution. * Provides advisory support of the Patient and Family Advisory Councils (Typically I have these PFACs lead by a PX Team Member and Manager from that Service Line) PX Executive Director would attend meetings and give feedback, suggestions, brainstorm, etc. but would not lead their efforts) * Leads and supports the Patient and Family Centered Care Steering Committee * Plans, implements, evaluates, and manages special projects and quality / safety-related initiatives. * Manages project teams through coordination with assigned staff and leadership team. **Consultative**: * ·Partner with mangement teams to develop organizationwide best practices,staff/provider education, coaching and accountability. Works with departments within the organization to effectively utilize results and feedback. * Partner with Information Management to ensure survey mapping and systems are correct, monitored and audited. * Collaborates with NMHS contracted survey vendor to ensure their support adherence/audits, and that data transfers are complete and accurate. * Provides quarterly facility reviews to provide insights into to patient experience results and key drivers of improvement. * Develops consistent monthly data reports and analysis to identify organization/hospistal/department/unit goal attainment, areas for PX intervention/reeducation, accountability. * Collaborate with facility and unit leaders to support patient experience activities **Relations:** * Works with departments, units, physicians, and system personnel to identify strengths, improvement opportunities, priorities, solutions, education, coaching, aqccountability related to achieving improved patient outcomes and overall experience * Crosstrain Patient Experience staff and coordinate workflow to meet customer needs in a timely manner. * Collaboration with contracted providers and other services to establish and meet patient experience goals. * Provides coaching to teammates related to patient and family centered care * Supervises liaison for patients and families to address concerns and resolve issues. * Fosters a culture of continuous improvement, seeking opportunities to enhance patient and family centered care **Education/Training:** * Develops and presents patient experience education and training to NMHS staff, leadership, and physicians. * To enhance staff skills and knowledge related to patient experience, develops systems and processes to ensure: identification of improvement opportunities, collaboration in creating solutions, development of training programs, coaching and accountability. * Provide education and training related to emotional suffering and patient and family centered care principles to support all system staff, leaders and providers. * Develops, implements and monitors Service Recovery program * Provides oversight and training for patient experience data systems, report development and autodistribution * Partners with management, staff, providers and PFAC to develop patient educational materials for admissions, discharges, emergency department, all radiology modalities, swing bed transports, ED transports to Tupelo, etc. * Partners with Hospitalists, Residency Program, Providers, and Specialists to develop physician patient experience education and onboarding materials. * Partner with Marketing to create staff/patient/provider engagement and education tools **Communication:** * Standing scheduled internal rounding and performance reviews * Serve as a liaison with NMHS’ patient survey vendor – lead gap analysis and improvement strategies * Tracks Key Performance Indicators (KPI’s) and reports on performance. * Provides ongoing communication to internal and external customers to support our MVV. * Exhibits and promotes CARES Values **Regulatory**: * Adheres to NMHS/NMMC Policies/Procedures/Guidelines. * Complies with applicable Local/State/Federal policies/procedures/guidelines. * Tracks incentives and penalties related to patient experience in value contracts * Develop and leads internal audits related to patient and family centered care
- QUALIFICATIONS**
- Education**
- Bachelor's Degree Health Care Administration or related field. Required * Master's Degree . Preferred
- Licenses and Certifications**
- Work Experience**
- 1-3 years. Senior Patient Experience Leader in 1,000 bed+ hospital system with proven improvement record.. Required * 4-6 years. Extensive project development and management. Required * 1-3 years. Experience transitioning to new patient experience survey vendor. Required * 1-3 years. Development of patient experience training programs for staff and providers. Required * 1-3 years. Patient Family Advisory Councils. Required * 1-3 years. Previous management of staff. Required * 1-3 years. Extensive database management experience. Required
- Knowledge Skills and Abilities**
- Understanding of Emotional Suffering and integration into large healthcare organization * Understanding of the tenets of patient and family centered care and previous related experience in a complex organization * Strong project management skills * Knowledge of CMS regulatory requirements * Advanced computer competency in the following applications: * Programming, spreadsheets, presentation software, word processing, database, graphics; required * Ability to educate and train others to analyze and interpret data * Familiarity with clinical terminology, services, and processes * Knowledge of value-based purchasing system and industry updates * Excellent organizational and communication (written and verbal) skills * Excellent interpersonal skills * Evaluates new information and determines optimal sharing strategy * Supports NMHS quality and safety initiatives by providing key processes and data support * Provides leadership, direction, and oversight of the Data Analysts * Evaluates performance, provides coaching and feedback regarding individual and team performance, identifying opportunities for strategic planning and goal setting * Demonstrate key leadership skills such as: leading through collaboration, trust, respect, foresight, and listening to other ideas and opinions; appropriate use of power and empowerment; punctuality and professionalism while holding others accountable * Exhibit design behaviors and the ability to effectively influence and manage change * Meet deadlines with a focus on accuracy and detail * Possess excellent interpersonal skills to interact effectively with individuals of all backgrounds, experience and educational levels; assisting individuals in analyzing and interpreting data * Identify opportunities for strategic planning and goal setting related patient experience * Work closely with the health care team to provide evidence-based care * Understand organizational process and demonstrate knowledge of patient and family centered care * Research strategies for evidence-based improvements and assist multi-disciplinary teams in developing and implementing improvements * Utilize creative and critical thinking * Must be an effective collaborator with hospital leadership, physicians, clinical and support staff, patients and families * Must have extensive contact with physicians, ancillary personnel, patients, family members, public and other NMHS personnel * Must have extensive collaboration with contracted providers and other contracted services. * Must be an effective collaborator with IQH and data vendors, NMHS Information Technology Department, Community Hospitals Quality Nurses * Organizational Performance Team Members and Patient Care Team Members * Must have excellent communication (written and verbal) skills * Must convey a high degree of professionalism and confidentiality * Must maintain a working relationship with all levels of personnel * Must be able to negotiate equitable solutions at all levels for the benefit of NMHS * Must reflect a positive, caring attitude toward clients, patients, staff and the public we serve * Builds awareness of patient experience data with providers to engage them in key strategies for process improvement
- Physical Demands**
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. * **Standing****.** Occassionally * **Walking****.** Occassionally * **Sitting****.** Frequently * **Lifting/Carrying****.** Occassionally 20 lbs * **Pushing/Pulling****.** Rarely * **Climbing****.** N/A * **Balancing****.** N/A * **Stooping/Kneeling/Bending****.** Rarely * **Reaching/Over Head Work****.** Occassionally * **Grasping****.** Frequently * **Speaking****.** Frequently * **Hearing****.** Constantly * **Repetitive Motions****.** Frequently * **Eye/Hand/Foot Coordinations****.** Occassionally
- Benefits** **A****vailable** * Continuing Education * 403B Retirement Plan with Employer Match Contributions * Pet, Identity Theft and Legal Services Insurance * Wellness Programs and Incentives * Referral Bonuses * Employee Assistance Program * Medical Benefits * Dental Benefits * Vision Benefits * License + Certification Reimbursement * Life, Long-Term and Short-Term Disability, Group Accident, Critical Illness and Hospital Indemnity Insurance * Employee Discount Program * Other: * Early Access to Earned Wages * Tuition Assistance * Relocation Assistance * Paid Time Away * Special Employee Rates at NMMC Wellness CentersAt North Mississippi Health Services, our mission is to “continuously improve the health of the people of our region.” We aim to “provide the best patient and family-centered care and health services in America.” We believe that fulfilling our mission and vision calls us to embrace the best people who form incredible connections with our patients and families.
We take pride in celebrating everything that makes you unique—your talents, perspectives, and passions. At North Mississippi Health Services, we believe in connecting your passion with a purpose. You know what connected feels like when you are part of our team.
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