Executive Director of Patient Experience

Who We AreJPS Health Network is a $950 million, tax-supported healthcare system in North Texas. Licensed for 582 beds, the network features over 25 locations across Tarrant County, with John Peter Smith Hospital a Level I Trauma Center, Tarrant County's only psychiatric emergency center, and the largest hospital-based family medical residency program in the nation. The health network employs more than 7,200 people.

Acclaim Multispecialty Group is the medical practice group featuring over 300 providers serving JPS Health Network. Specialties range from primary care to general surgery and trauma. The Acclaim Multispecialty Group formed around a common set of incentives and expectations supporting the operational, financial, and clinical performance
outcomes of the network. Our goal is to provide high quality, compassionate clinical care for every patient, every time.

Why JPS?We're more than a hospital. We're 7,200 of the most dedicated people you could ever meet. Our goal is to make sure the people of our community get the care they need and deserve. As community stewards, we abide by three Rules of the Road:

1. Own it. Everyone who wears the JPS badge contributes to our journey to excellence.
2. Seek joy. Every day, every shift, we celebrate our patients, smile, and emphasize positivity.
3. Don't be a jerk. Everyone is treated with courtesy and respect. Smiling, laughter, compassion - key components of our everyday experience at JPS.

When working here, you're surrounded by passion, diversity, and dedication. We look forward to meeting you!

For more information, visit www.jpshealthnet.org.
To view all job vacancies, visit www.jpshealthnet.org, www.jpshealthnet.org/careers, or www.teamacclaim.org.

Job Title:

Executive Director of Patient Experience

Requisition Number:

39915

Employment Type:

Full Time

Division:

PATIENT EXPERIENCE

Compensation Type:

Salaried

Job Category:

Director / Management Level

Hours Worked:

Location:

John Peter Smith Hospital

Shift Worked:

Job Description:

Job Summary: The Executive Director, Patient Experience is responsible for leading, designing and implementing initiatives that promote a culture focused on patient centered care and outstanding service and compassion. This role provides direct guidance over the patient experience teams to ensure safe and efficient operation.
Essential Job Functions & Accountabilities:

Leads, Designs and implements educational programs to support Patient and Family Centered Care principles.

Attends, participates and leads multidisciplinary workgroups that establishes best practices and receive input and involvement from our patients and families.

Acts as the main resource and advisor to leadership in the assessment and implementation of patient experience initiatives designed to improve the overall patient experience at JPS Health Network.

Provides personnel resource management including hiring, promoting, counseling and terminating of assigned employees.

Develops and monitors annual department budget.

Develops and implements policies and procedures.

Creates annual objectives and goals for the department and is accountable to those goals and objectives.

Participates in, and ensures adherence to departmental Quality Improvement activities, Compliance Program, Code of Ethics, and Risk Management activities.

Partners with various departments, including risk management, legal and compliance to thoroughly investigate and resolve complaints and grievances that follow CMS guidelines.

Acts as a liaison for assigned health center/clinic with the community, physician groups, other Network departments and employees, and agencies.

Utilizes evidence-based practices including but not limited to Patient Rounding, Employee Rounding, and Leadership Rounding initiatives.

Resolves conflicts and acts as intermediary between patients, families and staff.

Collects data and information about patient concerns and makes recommendations as appropriate.

Prepares reports on progress, trends, and appropriate recommendations or conclusions.

Job description is not an all-inclusive list of duties and may be subject to change with or without notice. Staff are expected to perform other duties as assigned.

Qualifications:

Required Qualifications:

• Bachelor's degree in Healthcare, Business Administration, or related field from an accredited university.
• Minimum of eight (8) years of experience in a healthcare or service-related leadership setting.


OR


• In lieu of Bachelor's degree, fifteen plus years of relevant work experience in a Hospital Patient Customer Care setting.
• Minimum of eight (8) years of experience in a healthcare or service-related leadership setting.

Preferred Qualifications:

• Master's degree in Healthcare, Business Administration or related field from an accredited university.
• Ten (10) years of experience in a healthcare or service related leadership setting.

Location Address:
1500 S. Main Street
Fort Worth, Texas, 76104
United States