Sr. Director - Patient Experience - Patient Experience
Apply NowCompany: Lakeland Regional Health
Location: Lakeland, FL 33810
Description:
Position Details
Lakeland Regional Health is a leading medical center located in Central Florida. With a legacy spanning over a century, we have been dedicated to serving our community with excellence in healthcare. As the only Level 2 Trauma center for Polk, Highlands, and Hardee counties, and the second busiest Emergency Department in the US, we are committed to providing high-quality care to our diverse patient population. Our facility is licensed for 910 beds and handles over 200,000 emergency room visits annually, along with 49,000 inpatient admissions, 21,000 surgical cases, 4,000 births, and 101,000 outpatient visits.
Work Hours per Biweekly Pay Period: 80.00
Shift:
Location: 1324 Lakeland Hills Blvd Lakeland, FL
Pay Rate: Min $119,142.40 Mid $148,928.00Position Summary
Provide direction and oversight in the development and maintenance of a comprehensive Patient Experience program and services for LRH, in an organized, effective, innovative and cost-effective manner. Work with staff, physicians and leadership to study, select, implement, analyze, report on and evaluate targeted strategies to improve patient experience. Work collaboratively with leaders and others and serves as a change agent to improve the patient experience overall in a measurable way. In conjunction with leadership and executive staff, sets targets for and monitors outcomes. Serves as a resource on industry strategies in patient experience excellence. Works with the survey vendor to review evidence-based strategies and national trends in patient experience. Works with the survey vendor to create, review, analyze and distribute reports as needed to track progress. Is aware of upcoming changes from CMS and other regulatory agencies to patient experience measurement requirements and works with leadership to plan for and implement required changes.
Position Responsibilities
People At The Heart Of All That We Do
People At The Heart Of All We Do
Essential:
Qualifications & Experience
Essential:
Essential:
Other information:
Experience Essential:
Minimum of 5 years of experience in healthcare or high performing customer satisfaction industry
Certification Essential:
CPXP or equivalent national certification
Lakeland Regional Health is a leading medical center located in Central Florida. With a legacy spanning over a century, we have been dedicated to serving our community with excellence in healthcare. As the only Level 2 Trauma center for Polk, Highlands, and Hardee counties, and the second busiest Emergency Department in the US, we are committed to providing high-quality care to our diverse patient population. Our facility is licensed for 910 beds and handles over 200,000 emergency room visits annually, along with 49,000 inpatient admissions, 21,000 surgical cases, 4,000 births, and 101,000 outpatient visits.
Work Hours per Biweekly Pay Period: 80.00
Shift:
Location: 1324 Lakeland Hills Blvd Lakeland, FL
Pay Rate: Min $119,142.40 Mid $148,928.00Position Summary
Provide direction and oversight in the development and maintenance of a comprehensive Patient Experience program and services for LRH, in an organized, effective, innovative and cost-effective manner. Work with staff, physicians and leadership to study, select, implement, analyze, report on and evaluate targeted strategies to improve patient experience. Work collaboratively with leaders and others and serves as a change agent to improve the patient experience overall in a measurable way. In conjunction with leadership and executive staff, sets targets for and monitors outcomes. Serves as a resource on industry strategies in patient experience excellence. Works with the survey vendor to review evidence-based strategies and national trends in patient experience. Works with the survey vendor to create, review, analyze and distribute reports as needed to track progress. Is aware of upcoming changes from CMS and other regulatory agencies to patient experience measurement requirements and works with leadership to plan for and implement required changes.
Position Responsibilities
People At The Heart Of All That We Do
- Fosters an inclusive and engaged environment through teamwork and collaboration.
- Ensures patients and families have the best possible experiences across the continuum of care.
- Communicates appropriately with patients, families, team members, and our community in a manner that treasures all people as uniquely created.
- Behaves in a mindful manner focused on self, patient, visitor, and team safety.
- Demonstrates accountability and commitment to quality work.
- Participates actively in process improvement and adoption of standard work.
- Demonstrates responsible use of LRH's resources including people, finances, equipment and facilities.
- Knows and adheres to organizational and department policies and procedures.
People At The Heart Of All We Do
- Fosters an inclusive and engaged environment through teamwork and collaboration.
- Ensures patients and families have the best possible experiences across the continuum of care.
- Communicates appropriately with patients, families, team members, and our community in a manner that treasures all people as uniquely created.
- Safety And Performance Improvement
- Behaves in a mindful manner focused on self, patient, visitor, and team safety.
- Demonstrates accountability and commitment to quality work.
- Participates actively in process improvement and adoption of standard work.
- Stewardship
- Demonstrates responsible use of LRH's resources including people, finances, equipment and facilities.
- Knows and adheres to organizational and department policies and procedures.
- Standard Work: Senior Director - Patient Experience
- Facilitate the development of evidence- based, innovative and creative strategies for improving patient experience in a measurable way.
- Oversee activities related to patient experience, including monitoring multiple teams as they implement and evaluate strategies.
- Provide reports, information, and follow up to various teams to ensure that activities are implemented effectively and achieving expected outcomes.
- In collaboration with executive leadership, sets goals for patient experience in various areas based on best practices and national benchmarks and assist departments in meeting the established goals.
- Meets with/reaches out to patients via phone, rounding or other means to provide feedback and gather insights in patients' experiences while at LRH. Rounds on units/departments to observe and provide feedback to staff and physicians regarding patient experience standards and perceptions.
- Serve as a liaison between LRH and the survey vendor to gain knowledge, gather information, develop reports and troubleshoot.
- Identify trends in patient experience scores, and work collaboratively with management to develop action plans.
- Lead assigned projects and programs by creating and executing workplans.
- Present patient experience information at staff and leadership meetings as requested.
- In conjunction with Talent, Nursing Governance, and Medical Staff, assists in the development and education of team members in service standards that ensure a consistent and standardized approach to proving an exceptional experience for patients and families.
Essential:
- Knowledge of how healthcare is delivered and how patient experience is measured by regulatory agencies, including the drivers of customer loyalty.
- Excellent problem solving, communication and motivation skills. Ability to manage multiple project plans and priorities on an ongoing basis Ability to review and synthesize data to determine appropriate approaches and strategies.
- Knowledge of effective strategies for improving patient experience, including process improvement
- Working knowledge of software for project management, Press Ganey data analysis, Analytics, budgeting.
- Ability to develop and lead training programs and work groups relate to patient experience. Ability to share data with staff/leaders in a concise and effective way.
Qualifications & Experience
Essential:
- Master Degree
Essential:
- Masters in Nursing, Healthcare Administration or similar field of study
Other information:
Experience Essential:
Minimum of 5 years of experience in healthcare or high performing customer satisfaction industry
Certification Essential:
CPXP or equivalent national certification