Boston Medical

POSITION SUMMARY:

The Director of Patient Experience is responsible for leading the transformation of the patient experience at Boston Medical Center and making patients the organizing principle for every activity at the hospital. This position will effectively partner with leadership throughout the hospital to transform the BMC patient experience with a focus on improving patient satisfaction for our diverse population. Using the vision and mission of the organization as a framework, the Director will provide leadership and accountability for programs that impact the patient experience to accomplish the growth and service objectives as established by the management team. The Director will establish and maintain strong relationships with BMC leaders, effectively communicating performance updates.

The Director of Patient Experience is responsible for assessing, creating and managing organization-wide structures that support the patient-centered strategic initiatives at BMC. The Director is responsible for establishing a system to provide a timely and effective response to compliments and concerns and to collaborate with Patient Advocacy on complaints and grievances from patients and families. The Director collaborates with quality improvement, patient safety, risk management, compliance and clinical colleagues to resolve system issues and develop improvement tactics ensuring a patient and family-centered focus. The Director ensures measurement and communication of the patient experience across the organization, using data to enhance care and provide feedback to improvement teams.

Critical qualities for this position include dynamic listening skills, trust and relationship building abilities, and an intrinsic and compassionate understanding of the challenges surrounding people and change. In order to work in diverse settings, this Director must exhibit a collaborative leadership style, strong team building skills and the sensibility to recognize the impact of emotional intelligence on relationships and processes. Two attributes that are essential for this position include patience and perseverance in order to attain effective results among teams and with our patients, families, and employees.

Position: Director of Patient Experience 

Department: Chief Quality Officer

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Leads BMCs efforts to evolve, nurture and sustain a patient and family-centered service culture that honors, supports and develops a patient-centered workforce and links quality outcomes to consistent service behaviors among all stakeholders in every setting.
• Ensures a comprehensive, timely, ongoing process of gathering feedback regarding patient perceptions of care in accordance with regulatory requirements and organization goals, and collaborates with others to obtain and act on feedback from staff and other key stakeholders.
• Collaborates with Human Resources and other departments to ensure effective programs for staff that reward, recognize and promote professional development aimed at ensuring a patient-centered workforce.
• Collaborates with executive, operational, nursing and medical staff leaders to structure and implement an effective program for ongoing adherence to standards and requirements related to patient experience that are associated with hospital licensure, CMS and Joint Commission accreditation.
• Collaborates with Risk Management to refer high level concerns using criteria set by Risk Management.
• Collaborates with Nursing Leadership and Quality and Patient Safety staff to ensure the appropriate production of data sets, analyses, and dashboards related to patient experience.
• Collaborates with the HR team to enhance the on-boarding process related to patient-centered communication processes.
• Provides a very visible leadership role throughout the hospital to support BMC staff in providing the best experience possible.
• Continues to learn through research and seminar/workshop participation the tools of self-care, collaborative leadership, and relationship building skills that may inform and enhance the BMC experience.
• Specifically supports committee work related to patient experience, including but not limited to the Patient Family Advisory Council, Ethics Committee, and Patient Safety Steering Committee.
• Prepares progress reports for multiple audiences and creates a variety of learning opportunities, including monthly qualitative and quantitative reports.
• Understands and supports organizational effectiveness/process improvement interventions to improve the systemic workflow and patient flow using appropriate process improvement tools and concepts.
• Leads and participates in training for staff and clinicians on foundational elements of patient experience, including key behavioral competencies.
• Provides coaching and support to leadership teams across inpatient units, ambulatory departments and the ED to ensure a patient-centered approach.
• Manages budget and contract/Master Services Agreement with external survey vendor.
• Other responsibilities as division needs dictate.

JOB REQUIREMENTS

EDUCATION:

Bachelor’s degree in a healthcare administration, business administration, organizational development, clinical area (i.e. nursing) or social sciences required.

Master’s degree in business, organizational development, management engineering, healthcare administration or related field strongly preferred

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

Accredited Customer Service/Patient Satisfaction training

EXPERIENCE:

• Five (5) years of experience in a leadership position with demonstrated skills in team building, goal achievement, successful project management, strategic planning, and data management to achieve change.
• Strong background in the use of data to improve processes.
• Minimum of five years of work experience in a healthcare setting is desirable.

KNOWLEDGE AND SKILLS:

• Excellent leadership attributes including positive, can-do attitude, creativity, and enthusiasm.
• Demonstrated ability to develop a new vision, create a strategic plan, and lead change across all levels of staff.
• Knowledge of current trends and best practices in patient experience and service excellence relevant to services provided by hospitals, medical staffs, and integrated health care systems.
• Demonstrated experience leading and managing multiple enterprise-wide projects and deadlines.
• Demonstrated and documented leadership and presentation experience.
• Strong computer skills (Word, Excel, Access, PowerPoint, Vizient, database management).
• Demonstrated ability in design and implementation of performance improvement activities in a health care setting including skillful application of continuous quality improvement and patient safety sciences.
• Demonstrated ability to solve complex problems, implement and sustain results and think strategically
• Understanding of the art and the science of quality and service improvement.
• Demonstrated ability to use data to analyze and monitor results.
• Successful track record of effective, team-oriented working relationships with physicians, nurses and other health professionals.
• Able to prioritize and manage multiple projects simultaneously.
• Highly self-motivated.

Equal Opportunity Employer/Disabled/Veterans