Director of Patient Experience

University of Arkansas for Medical Sciences•Little Rock, AR

1d•Onsite

About The Position

The Director of Patient Experience (PX) will lead an integrated, comprehensive, and proactive Patient Experience program for the University of Arkansas for Medical Sciences (UAMS). This role is responsible for developing and implementing strategies that enhance the experience of patients and their families while promoting a culture of Patient- and Family-Centered Care (PFCC) across the institution. The Director will serve as a strong advocate for improving patient experience and driving meaningful change throughout the organization. UAMS is a collaborative healthcare organization dedicated to improving patient care and the lives of Arkansans through education, research, and clinical excellence. As the Director of Patient Experience, you will play a pivotal role in shaping a culture of care that prioritizes the needs of patients and families while contributing to the institution's mission of delivering exceptional healthcare services. If you are a dynamic leader passionate about improving patient experience and fostering a culture of PFCC, we encourage you to apply to join our team and make a meaningful impact in advancing healthcare excellence at UAMS!

Requirements

Bachelor’s Degree in public policy, healthcare administration, or a related health field required.
Five (5) years of experience in a healthcare environment, including administrative or clinical experience in Patient/Family Centered Care programs.
Experience leading groups in quality improvement/performance improvement initiatives.
Project management skills, including defining objectives, coordinating work, and managing resources.
Mastery of communication modalities, including verbal communication, leading meetings, making formal presentations, and writing complex documents.
Excellent organizational skills and strong interpersonal skills to work effectively with all levels of hospital personnel, as well as patients and families.
Highly flexible with the ability to manage and respond to changing priorities.
Strong active listening skills to identify patient and family needs, whether spoken or implied.
Proficiency in Microsoft Word, Excel, PowerPoint, Publisher, and other technology tools.
Solid understanding of process improvement methodologies.
Ability to work independently and self-directed.
Persons must have proof of legal authority to work in the United States on the first day of employment.

Nice To Haves

RN or clinical degree in healthcare preferred.
Patient Experience Certification or Process Improvement Certification preferred.
Patient experience data software experience preferred.

Responsibilities

Directs the Office of Patient Experience
Leads planning, execution, integration, and implementation of initiatives to improve the experience of patients and families at UAMS.
Acts as an exemplary campus leader to improve the experience of patients and families by embedding PFCC principles into UAMS culture.
Introduces and employs state-of-the-art, evidence-based best practices to enhance patient and family experience.
Collaborates with campus leaders to integrate PFCC principles into institutional policy, practice, patient care models, curricula, and research programs.
Serves as an internal resource and subject matter expert on PFCC and related programs influencing patient and family experience.
Ensures PX content expertise and representation reflect the diversity and lived experience of patients, families, and the workforce.
Participates in Directors’ Meetings and other committee work as assigned.
Utilizes institutional data to monitor and improve UAMS’ patient experience and the effectiveness of clinical, educational, and research programs.
Manages and coordinates campus initiatives and projects aimed at improving the patient and family experience.
Prepares and submits reports to leadership on organizational performance in meeting patient experience goals.
Collaborates with the Patient Relations office to support the patient advocacy program as needed.
Works with UAMS leaders, patients, and families to address complex issues concerning their experience.
Ensures adherence to laws, regulations, and accreditation requirements related to patient and family experience.
Integrates health literacy and effective communication strategies into patient care models, curricula, and research programs.
Educates, coaches, and trains staff, physicians, students, trainees, families, patients, and community partners on PX strategies to optimize care experience.
Develops and implements PX education and training programs, emphasizing health equity and addressing disparities.
Expands patient and caregiver involvement in value-based payment initiative strategy development and implementation.
Collaborates with the finance team to provide financial stewardship of PX-related activities, including budget development and monitoring.
Leads the development and coordination of patient and family advisors, partners, and committees to build partnerships among providers, patients, and families.
Serves as a trusted liaison between senior leadership, medical/nursing staff, and patient advisory councils to inspire, build confidence, and foster support.
Fosters collaborative relationships with clinical and operational leadership to embed PFCC principles into practice.
Promotes inclusion of patient and family knowledge, values, beliefs, and cultural backgrounds in care planning and delivery.
Practices and promotes cultural humility and serves as an ambassador for health equity.
Represents UAMS’ PX program to national, state, and community agencies and organizations.
Manages existing community partnerships and seeks out new strategic relationships within communities.
Performs other duties as needed.