Director, Experience of Care - Patient & Provider Advocacy

Sutter Health•Sacramento, CA

3d•Onsite

About The Position

We are so glad you are interested in joining Sutter Health! Organization: SHSO-Sutter Health System Office-Valley Position Overview: Leads, directs, and coordinates strategic and tactical plans that accelerate and result in measurable and continual progress in meeting the organization's experience of care objectives. Works collaboratively with market dyad leadership teams and system experience of care leadership to implement the system experience of care strategy. Partners closely with operational leaders to ensure all channels of care have experience of care as the top priority and that care is delivered as such. Identifies opportunities for improvement at the front line and any global process change or improvement necessary to achieve high patient satisfaction. Works to cascade strategies and execute action plans to improve experience of care while supporting operational and financial success. Responsible for overall management of activities and resources related to planning, budgeting, organizing, staffing, directing, monitoring and coordinating the department's work efforts. Provides direction and ensures effective implementation of experience of care programs, strategies, and tactics that drive experience of care improvements and help meet organizational goals and objectives. Exercises necessary, appropriate authority and accountability for the administration of experience of care expectations, including patient experience and patient and provider advocacy, and any necessary process improvement. Responsible for the development and planning of all educational activities associated with incorporating the preferred behaviors required to improve experience of care while incorporating the voice of the patient/community. Ensures coordinated and harmonious working relationships among assigned departments and between operations. Works with patients, families, and/or staff in handling and resolving problems that occur during hospitalization or clinic visits. Serves as a liaison between patients and families who use company services, physicians, and other healthcare providers. Partners with and serves local leaders to help build a sustainable culture that promotes accountability, fosters innovation, and consistently delivers great patient experience and best quality outcomes over time. Job Description: The person selected for this role must live in the Norther California Sutter Health footprint and travel across the system. On site work will be expected 3 to 4 days a week with some flexibility.

Requirements

Bachelor's: Healthcare Management, Human Resources Management, Organization Development, Business Management, or related field
CPXP-Certified Patient Experience Professional within 1 year
10 years recent relevant experience.
Extensive knowledge in the areas of consumer experience, design thinking and improvement methodology, human resource management, organization development, training, adult learning theory, measurement and evaluation, patient experience principles and health care administration.
Must have a background in customer service, health care administration and operations.
Training, facilitation, and curriculum development skills, ability to conduct culture assessments and design organization development and improvement plans that support strategic business objectives.
Verbal and written communication skills
Must demonstrate business acumen, proactive attitude and creativity in problem solving, leadership, and sound decision-making.
Proven ability to select, lead, motivate and grow professional staff.
Demonstrated skill in establishing and maintaining effective working relationships.
Must have communication skills, including written, verbal, presentation and interpersonal.
Must have the ability to create an environment that encourages cooperation, motivation, innovation, and high-performance teamwork.
Ability to delegate responsibility and authority to staff, whether or not a direct reporting relationship exists.
Demonstrated leadership skills in a complex environment with the ability to plan, set and accomplish multiple objectives.
Expert skills in verbal and written communication when stakes are high.
Ability to work collaboratively with physicians, hospital, foundation and medical group executives, health plan leadership, governmental personnel, and other colleagues within the Sutter Health network.
Ability to prioritize, make decisions and set clear expectations for others.
Must be computer literate, especially with spreadsheet and word processing software.
Must have detailed knowledge of the clinical, business, operational and financial, and regulatory/compliance aspects of commercial and governmental capitated health care programs.
Knowledgeable about health care law, regulations, accreditation requirements and clinical standards of practice.
Understand business planning including analysis, statistics, budgeting, feasibility studies and implementation.
Understands Experience of Care principles and process.

Responsibilities

Leads, directs, and coordinates strategic and tactical plans that accelerate and result in measurable and continual progress in meeting the organization's experience of care objectives.
Works collaboratively with market dyad leadership teams and system experience of care leadership to implement the system experience of care strategy.
Partners closely with operational leaders to ensure all channels of care have experience of care as the top priority and that care is delivered as such.
Identifies opportunities for improvement at the front line and any global process change or improvement necessary to achieve high patient satisfaction.
Works to cascade strategies and execute action plans to improve experience of care while supporting operational and financial success.
Responsible for overall management of activities and resources related to planning, budgeting, organizing, staffing, directing, monitoring and coordinating the department's work efforts.
Provides direction and ensures effective implementation of experience of care programs, strategies, and tactics that drive experience of care improvements and help meet organizational goals and objectives.
Exercises necessary, appropriate authority and accountability for the administration of experience of care expectations, including patient experience and patient and provider advocacy, and any necessary process improvement.
Responsible for the development and planning of all educational activities associated with incorporating the preferred behaviors required to improve experience of care while incorporating the voice of the patient/community.
Ensures coordinated and harmonious working relationships among assigned departments and between operations.
Works with patients, families, and/or staff in handling and resolving problems that occur during hospitalization or clinic visits.
Serves as a liaison between patients and families who use company services, physicians, and other healthcare providers.
Partners with and serves local leaders to help build a sustainable culture that promotes accountability, fosters innovation, and consistently delivers great patient experience and best quality outcomes over time.