Scheduled Weekly Hours:40
Work Shift: Days (United States of America)
The Experience of Care leader drives experience of care system and market strategies, tactics, and behaviors in the respective market(s) to achieve experience of care excellence as noted by achieving experience of care KPI targets and selected quality KPI's. This leader has experience and working knowledge in hospital operations to assist in action planning and feedback.
Essential Job Functions - Deploys system and market experience of care strategies, tactics, and behaviors.
- Institutes structure and processes that drive standardization of practices and policies across assigned market to continually drive quality and efficiency.
- Supports facility leadership by serving as a subject matter expert through data insight and training for understanding of their reports, provides support/guidance and patient experience reporting in appropriate venues/meetings.
- Participates in system and market experience of care committees and workgroups to consult and collaborate on system experience of care strategies and initiatives.
- Serves as a primary resource providing guidance, coaching, direction, and training to BSMH associates.
- Supports market leadership by providing reports, deep dive data drills, and organizes data analytics resources in partnership with regional director for meetings and other requests.
- Review EOC KPI targets and data regularly, identifies areas of strength and those with opportunities, drives performance based with collaborating leaders based on results while providing consistent feedback.
- Works in conjunction with Experience of Care and Market Leadership to develop market vision and strategic planning and implementation of strategies for patient experience.
- Serves, manages, and supports internal and external stakeholders and customers across the continuum of care.
- Participates as a team member and is accountable for own work responsibilities within assigned market or initiative.
This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.
Licensing/CertificationOne of the following (preferred):
- RN license
- CPXP (Certified Patient Experience Professional from Patient Experience Institute)
Education- Bachelors, Healthcare, Nursing, or related field (required)
Work Experience- 2 years experience with experience of care/customer relations (required)
- 2 years experience in an operational leadership role in a hospital setting (preferred)
Skills- Change Management
- Data Analysis
- Ability to assess deviation from best practices and effectively apply solutions
- Problem/conflict resolution
- Customer service champion
- Leadership aptitude
What we offer- Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
- Medical, dental, vision, prescription coverage, HSA/FSA options, life insurances, mental health resources and discounts
- Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
- Tuition assistance, professional development and continuing education support
Benefits may vary based on the market and employment status.
Department:SS Nursing - Workforce
