Director of Patient Experience

University of Arkansas•Little Rock, AR

20h

About The Position

The Director for Patient Experience (PX is responsible for leading an integrated, comprehensive and proactive PX program for the University of Arkansas for Medical Sciences. The Director is responsible for developing and implementing strategies that improve the experience of our patients and their families. He / she will be a strong voice promoting a comprehensive culture of PFCC throughout the institution.

Requirements

Bachelor’s Degree in public policy, healthcare administration, or related health field required
Required 5 years of experience working in healthcare environment
Administrative or clinical experience in programs focused on Patient/Family Centered Care
Experience leading groups including quality improvement/performance improvement.
Project management skills including the ability to define program, project, or process objectives, including identification of all stakeholders, plan steps, coordinate the work and resources in a timely manner.
Mastery of a variety of communication modalities to include verbal communication, leading meetings, making formal presentations, and writing complex documents in an easy to understand manner.
Excellent organizational skills.
Strong interpersonal skills to work productively 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 and the ability to identify the needs of the patient and family whether spoken or implied.
Strong computer and technology skills. Must know Microsoft Word, Excel, PowerPoint, Publisher etc.
Solid understanding of process improvement methodologies
Ability to work independent and self-directed.

Nice To Haves

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

Responsibilities

Leads planning, execution, integration, and implementation of initiatives that improve the experience of patients and families at UAMS
Acts as an exemplary campus leader who improves the experience of our patients and their families by inculcating the principles of PFCC into the culture of UAMS
Introduces and employs state-of-the-art, evidence-based best practices to improve the experience of patients and their families
Works collaboratively with campus leaders to incorporate PFCC principles and activities into institutional policy, practice, patient care delivery models, curricula, and clinical research projects / programs
Serves as an internal resource and subject matter expert on PFCC and other programs that that positively influence patient and family experience
Ensures that PX content expertise and representation reflects the diversity and lived experience of our patients and their families as well as our workforce
Participates in Directors’ Meeting and other committee work as assigned
Utilizes institutional data to monitor and improve UAMS’ patient experience and the effectiveness of its clinical, educational, and research programs.
Manages and coordinates all campus initiatives and projects aimed at improving the experience of our patients and their families.
Prepares and submits reports to the leadership team on organizational performance in meeting patient experience goals.
Collaborates with peers in Patient Relations office to support patient advocacy program as needed
Works with UAMS leaders, patients and their families to solve complex problems and issues concerning their experience at UAMS.
Monitors and insures adherence to laws, regulations, and accreditation requirements relevant to the experience of our patients and their families.
Manages and coordinates campus initiatives and programs that integrate health literacy and effective communication strategies into patient care delivery models, curricula, and clinical research projects / programs.
Plays a key role in educating, coaching, and training staff, physicians, students, trainees, families, patients, and community partners regarding PX and other strategies designed to optimize our patients’ care experience.
Develops and implements PX education and training programs throughout the institution.
Ensures attention to health equity and disparities in selection and delivery of training program content.
Grows patient and caregiver involvement in value-based payment initiative strategy development and implementation (e.g., cross-system and community-directed initiatives).
Collaborates with UAMS finance team to provide financial stewardship of PX-related activities including developing and monitoring annual budget
Leads the development and coordination of patient and family advisors, partners, and committees to effectively build partnerships among health care providers, patients, and their families
Serves as a trusted liaison between senior leadership, the medical and nursing staff, and the patient advisory councils to inspire, build confidence, forge alliances, and garner support
Fosters and maintains collaborative relationships with multidisciplinary clinical and operational leadership in order to engage and embed the principles of patient and family centered care into their practice
Promotes the inclusion of patient and family knowledge, values, beliefs, and cultural backgrounds into the planning and delivery of care
Practices and promotes the cultural humility and works as a highly effective ambassador for health equity
Represents UAMS’ PX program to national, state, and community agencies and organizations
Effectively manages existing community partnerships and seeks out and builds new strategic relationships within our communities
Perform other duties as needed.