VP, Patient Experience

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Job Description Summary:

JOB SUMMARY
The VP of Patient Experience will lead the "Human Centered" customer experience strategy for the organization to realize the goal of the consumer experience being OhioHealth's differentiator in the market. The executive will define the customer service strategy, service standards, behavior expectations and elevate a customer centric culture based on proven world class service companies and OhioHealth consumer insight research.

Serves as a key leader in support of developing and executing the strategic and tactical plan for providing a consistently exceptional world class customer experience for patients, families, and guests across all touch points and interactions in the organization leveraging a multifaceted approach encompassing leadership and cultural engagement, service excellence, and continuous improvement.

Accountable for the hospitality/concierge structure leveraging best practices from both inside and outside of healthcare, including providing strategic leadership and the direct supervision of key front facing customer operations, service ambassadors, concierge/hospitality services, concern/grievance management, and customer experience consultant functions.

The VP of Patient Experience will lead, in partnership with operational executives, the patient experience for hospitals, ambulatory care facilities, and employed physician practices including ensuring execution of patient experience plans, initiatives, and standards to achieve the annual balanced scorecard measures for OhioHealth.

The VP of Patient Experience will also work closely with physician, nursing, clinical, and executive leaders to make sure that clinical excellence, patient safety, employee engagement, and service excellence plans are cohesive and aligned.

The VP of Patient Experience will lead OhioHealth's compliance with Section 1557 of the Affordable Care Act, ensuring nondiscrimination in health programs and activities by implementing and overseeing policies, procedures, and grievance processes. This role will serve to manage effective communication and reasonable modifications for individuals with disabilities and deliver necessary training for relevant associates. The VP will partner with Language Services leadership to promote language access and effective communication for Limited English Speaking individuals. The VP will collaborate with Medical Staff leadership, Legal Counsel, Human Resources (including Inclusion and Belonging), Provider Wellbeing, Medical Education leadership, Protective Services and others to address and prevent discrimination, monitor outcomes, and take corrective actions as necessary.

The VP of Patient Experience will have a dual reporting relationship with the Chief Administrative Officer (future Chief Experience Officer) and the Chief Operating Officer. The role will also need to integrate closely with the Chief Nursing Executive.

The operational delivery team will also have a dual reporting relationship to the VP of Patient Experience and the following roles: care site Presidents, Chief Nursing Officers, OhioHealth Physician Group leadership to ensure full operational alignment, integration and ownership.

Responsibilities And Duties:

Minimum Qualifications:

Master's Degree (Required)

Additional Job Description:

Key Responsibilities

• Customer Experience Strategy: Establish the customer/patient experience strategy, service behavior standards, behavior expectations and standard work for all associates, physicians and leaders. Organize and coordinate training and education efforts to improve associate and physician skills in service excellence.
• Voice of the Customer: Lead/participate in multidisciplinary customer groups to gain voice of the customer data and identify opportunities for improvement. Align with other VOC processes to ensure full integration of data.
• Data insights & Analytics: Partner with the Marketing Insight and Data and Analytics teams to collaborate on integrating consumer feedback to achieve a holistic view of the consumer experience. Deeply understand consumer/family preferences and feedback and integrate into strategic planning process and initiatives.
• Departmental Supervision and Leadership: Oversee the efficient operations, staffing, performance, development and structure for the key front facing customer operations functions and supporting analytics team, ie. service ambassadors, concierge/hospitality services, concern/grievance management, customer experience consultants, customer experience analytics and surveys.
• Drive Balanced Scorecard (BSC) Performance: Make recommendations for annual BSC metrics within the "Service" quadrant. Achieve system balanced scorecard metrics above the 75th percentile.
• Research and Best Practices: Research, communicate, and integrate data from Press Ganey, patient experience surveys, and associate/provider feedback to craft best practice plans in service excellence for OhioHealth.
• Improvement Initiatives: Identify and implement experience improvement initiatives to close gaps and improve performance across patient, associate, and provider interactions. Partner with other key initiative owners to
• Training and Education: Develop, organize and coordinate training and education efforts to improve skills in service excellence. Leverage world-class experience practices and help focus leadership on high impact management routines to improve performance.
• Orientation and Workshops: Assist HR with new associate orientation, annual competency lessons, leader and provider workshops, and system-level enrichment in experience plans.
• Coaching and Support: Provide "just in time" coaching, training, and gap closure plans for care-sites, ambulatory care facilities, and physician practices. Support execution of change management initiatives to build ownership of internal standards and system changes.
• Collaboration: Collaborate with Quality and Patient Safety Leadership to ensure improvement initiatives are aligned across OhioHealth. Collaborate with HR and Compensation on incentives to focus associates on service excellence goals.
• Governance: Develop, execute, facilitate, and govern key experience committees and integrate them into the organizational structure.
• Presentations and Reports: Develop presentations and status reports for key audiences (Leadership, Board) in support of key service excellence initiatives.
• Advocacy and Resolution: Ensure that care-site staff and experience ambassadors give and collect information while maintaining confidentiality, serve as advocates by investigating concerns and escalating issues, when necessary, resolve problems and complaints appropriately, and respond to special needs ensuring they are met.
• Customer/Patient Complaint/Issue Resolution: Serve as patient/family advocate by investigating concerns and escalating issues when necessary to ensure patients receive quality care with the highest level of compassion. Resolve problems and ensure compliance with regulations and accreditation standards, protect patients and reduce liability, often involving listening, empathy and taking corrective action.

Measures of Success:

• Customer Satisfaction
• Likelihood to Recommend
• Experience metric increases in Moments that Matter
• Balance Scorecard Performance

Qualifications:

• Master's degree in related field required
• Clinical experience/education and/or hospital operations leadership a plus
• Seven (7) + years of experience managing/directing service, customer and/or hospitality organizations/functions within a strong reputable company
• Proven leadership ability with a strong track record of leading enterprise-wide service-related initiatives with measurable results
• Experience leading large teams in a complex matrixed environment
• Excellent communication and interpersonal skills
• Experience in agile transformation, lean, Six Sigma initiatives a plus
• Experience managing compliance/regulatory related initiatives and/or follow up actions

Work Shift:
Day

Scheduled Weekly Hours :
40

Department
Ohiohealth Administration

Join us!
... if your passion is to work in a caring environment
... if you believe that learning is a life-long process
... if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment