Director Service Excellence

HealthONE   •  

Las Vegas, NV

Industry: Healthcare

  •  

Not Specified years

Posted 41 days ago

Under the direction of the HCA Far West Division Vice President Service excellence, collaborates with leaders in the hospitals, division office and other lines of business in driving patient experience and quality initiatives that are consistent with the mission, vision, values, and strategic goals of the Division. The successful candidate will interact with direct caregivers, ancillary and support staff and HCA facility, division and corporate senior leadership. The visibility of the position, the importance of its success and scope of the work to be accomplished make this one of the most important and challenging positions in healthcare today.  This position has been designed to provide thought leadership and subject matter expertise, execution and alignment of all initiatives, policies, programs and education that will lead to a "world-class experience” for all patients and families receiving care or services within HCA. The position also requires the candidate to be a “champion” for patient rights and organizational ethics.  We are seeking enthusiastic, independent, highly skilled, patient- and consumer- focused health care leaders as candidates for this position.The Division Director will support the facilities within their respective market.
ESSENTIAL FUNCTIONS:

  • Provides leadership and operational oversight; plans, organizes and facilitates execution of the HCA patient experience framework designed by the Chief Patient Experience Officer
  • Responsible for the execution, implementation and sustainability of patient satisfaction initiatives to improve the patient experience across the division or facility in alignment with the strategic and operational objectives of the division/facility and the Chief Patient Experience Officer
  • Ensures execution of division/facility framework that aligns with the enterprise framework for patient experience that includes hiring and onboarding the right people, arming leaders and staff with the education and skills to accomplish the results, actively monitoring progress and rewarding and recognizing accomplishments.
  • Utilizes evidenced based practices including but not limited to Nurse Leader Rounding, Employee Rounding, Senior Leader Rounding, Hourly Rounding(SM), Standards of Behavior, Peer Interviewing, etc.
  •    Actively pursues integration and utilization of data sources including quality, human resources, finance and other key operational indicators across the division/facility  and provides analysis and consultation
  • Identifies skills and processes to influence and modify the behaviors of the wide range of individuals who come in contact with patients and families and incorporates those into actionable and measurable systems to achieve results
  • Coordinates or provides directly, training classes or other programs to ensure new & existing staff have proper tools and preparation to perform their daily tasks and duties in a manner that consistently enhances the patient experience
  • Consults with key resources in the Leadership Institute regarding curriculum planning and education to all leadership and hospital staff to ensure continuous quality improvement
  • Provides one-on-one and team/department coaching for division and facility leadership as well as staff that targets improving customer satisfaction and patient experience  
  • Provides support and direction in regards to obtaining favorable CAHPS results
  • Monitors and evaluates reports consistently, trouble shoots areas of concerns; implements corrective action as needed
  • Collaborates with division/facility leadership to develop and implement business plans as well as short- and long-term goals designed to improve and enhance patient satisfaction and service excellence (Specific strategic focus is on CAHPS survey performance, initiatives, and programs designed to increase and maintain high levels of satisfaction)
  • Uses knowledge of the implications of measures for CAHPS results and for CMS guidelines regarding the recording of patient satisfaction results  among quality data to impact the division’s overall effectiveness and bottom line
  • Support and coordinate the practice of quality standards for patient care are expanded to other clinical entities, thus assuring efficient and effective coordination and delivery of all patient care services
  • Engages actively all levels of leadership and staff to maximize and scale evidenced based practices
  • Navigates the nursing care environment and other points of direct patient interaction and works through hospital staff providing direct patient care to achieve the desiredpatient careexperience outcomes
  • Participates in related Patient Experience meetings/committees, etc.
  • This role will lead a variety of initiatives intended to achieve, maintain and maximize a robust process improvement culture
  • Works closely with internal and external parties to manage and facilitate high visibility processes and projects which enhance patient experience
  • Works collaboratively with facility, division and corporate leadership to improve the overall quality of the patient experience and ensure that all related initiatives remain on schedule





EDUCATION/EXPERIENCE REQUIRED:

  • Graduate from an accredited registered nursing program.  Bachelor’s Degree required, Master’s Degree preferred
  • Minimum of three years of progressive healthcare leadership experiencepreferred

LICENSE/CERTIFICATION REQUIRED:

  • RN license required

KNOWLEDGE, SKILLS & ABILITIES:

  • Provides leadership and operational oversight; plans, organizes and facilitates execution of the HCA patient experience framework designed by the Chief Patient Experience Officer
  • Responsible for the execution, implementation and sustainability of patient satisfaction initiatives to improve the patient experience across the division or facility in alignment with the strategic and operational objectives of the division/facility and the Chief Patient Experience Officer
  • Ensures execution of division/facility framework that aligns with the enterprise framework for patient experience that includes hiring and onboarding the right people, arming leaders and staff with the education and skills to accomplish the results, actively monitoring progress and rewarding and recognizing accomplishments.
  • Utilizes evidenced based practices including but not limited to Nurse Leader Rounding, Employee Rounding, Senior Leader Rounding, Hourly Rounding(SM), Standards of Behavior, Peer Interviewing, etc.
  •    Actively pursues integration and utilization of data sources including quality, human resources, finance and other key operational indicators across the division/facility  and provides analysis and consultation
  • Identifies skills and processes to influence and modify the behaviors of the wide range of individuals who come in contact with patients and families and incorporates those into actionable and measurable systems to achieve results
  • Coordinates or provides directly, training classes or other programs to ensure new & existing staff have proper tools and preparation to perform their daily tasks and duties in a manner that consistently enhances the patient experience
  • Consults with key resources in the Leadership Institute regarding curriculum planning and education to all leadership and hospital staff to ensure continuous quality improvement
  • Provides one-on-one and team/department coaching for division and facility leadership as well as staff that targets improving customer satisfaction and patient experience  
  • Provides support and direction in regards to obtaining favorable CAHPS results
  • Monitors and evaluates reports consistently, trouble shoots areas of concerns; implements corrective action as needed
  • Collaborates with division/facility leadership to develop and implement business plans as well as short- and long-term goals designed to improve and enhance patient satisfaction and service excellence (Specific strategic focus is on CAHPS survey performance, initiatives, and programs designed to increase and maintain high levels of satisfaction)
  • Uses knowledge of the implications of measures for CAHPS results and for CMS guidelines regarding the recording of patient satisfaction results  among quality data to impact the division’s overall effectiveness and bottom line
  • Support and coordinate the practice of quality standards for patient care are expanded to other clinical entities, thus assuring efficient and effective coordination and delivery of all patient care services
  • Engages actively all levels of leadership and staff to maximize and scale evidenced based practices
  • Navigates the nursing care environment and other points of direct patient interaction and works through hospital staff providing direct patient care to achieve the desiredpatient careexperience outcomes
  • Participates in related Patient Experience meetings/committees, etc.
  • This role will lead a variety of initiatives intended to achieve, maintain and maximize a robust process improvement culture
  • Works closely with internal and external parties to manage and facilitate high visibility processes and projects which enhance patient experience
  • Works collaboratively with facility, division and corporate leadership to improve the overall quality of the patient experience and ensure that all related initiatives remain on schedule