Position Summary

The Regional Director of Patient Experience and Collaborative Solutions is responsible for maintaining understanding of patient experience and quality outcome data, partnering with sites to increase understanding, and supporting improvement work to optimize our care delivery. This role maintains focus on analysis of patient populations and the care delivery processes that support them to develop understanding of best practices and opportunities for enhancement. This leader will maintain strong relationships with the system and site leadership team to support Orlando Health in its efforts to improve the delivery of health care in our communities. With responsibility to region, this role will share time between sites, maintain presence with the teams to establish strong relationships, and support strategy implementation. The Regional Director of Patient Experience and Collaborative Solutions will serve as a representative for the system within our communities to demonstrate the key behaviors that guide our culture and care delivery for Orlando Health, Baptist Health, and Bayfront Health.

Responsibilities
• Works with system and site level Administrative Teams to collaboratively develop, guide, and support strategies related to improvement in care delivery and patient encounters spanning across multiple services in the system.
• Partners with leadership and frontline teams to improve understanding of the principles of care delivery and patient experience in relation to their daily work
• Coaches leadership, providers, and team members on methods to achieve patient experience goals
• Develops and presents patient experience analysis and metrics to leadership and their individual units
• Interprets data into meaningful information for leadership. Conducts correlation studies for patient experience data and other quality data in the organization
• Effectively interprets patient experience data to identify trends and key drivers; recommends changes and follows up on deployment
• Takes best practices from diverse industries and implements in line with the culture and values of this organization
• Ability to deliver and communicate the organization's message around service excellence
• Uses the principles of change management to support culture development and sustained outcomes
• Ability to affect change working closely with departments throughout the organization, including Quality, Providers, Nursing, Allied Services, Support Services, and Administration
• Leads presentations to Senior Leaders, System/Site Leaders, and frontline team members related to patient outcomes
• Creates relevant outcome measures, evaluate outcomes of assigned initiatives or interventions and communicate results, in collaboration with department Managers and/or executive leadership
• Builds strong relationships to work and share partnership with leaders in a collaborative system
• Builds and maintains effective working relationships with patients, physicians, employees, and visitors in a friendly and cordial manner, in person or on the telephone, thus promoting a positive service image for Orlando Health, Baptist Health, and Bayfront Health
• Cascades system-wide customer experience messages, training, and initiatives
• Leads collaborative teams through influence to support a continued state of improvement
• Engages and rounds with onsite team to demonstrate leadership with our key behaviors
• Supports the development of the Customer Experience portion of the Quarterly Operations Reviews
• Demonstrates basic knowledge of statistics and statistical reporting methods, including third-party customer satisfaction surveys
• Possesses excellent interpersonal skills and ability to work in a team environment
• Respects the rights and privacy of others and holds staff member information in strict confidence
• Enhances professional growth by participating in educational programs, current literature, and/or workshops
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards
• Maintains compliance with all Orlando Health policies and procedures

Qualifications

• Bachelor's degree in a related field required
• Two (2) years of patient experience required
• Two (2) years of management experience or experience managing projects required
• Experience with data analysis and data understanding
• Working knowledge of Microsoft Office Programs (Word, Excel, Outlook, PowerPoint) required