Director Patient Experience

Christus Health•Santa Fe, NM

35d

About The Position

POSITION SUMMARY: This position is responsible for the development and implementation of all Patient Experience initiatives for CHRISTUS St. Vincent Health System including the achievement of patient experience goals as determined by CHRISTUS Health and region Senior Leadership. This position manages organization-wide programs related to customer service as well as Volunteer Services and patient experience. Helps educate the organization about the impact Patient Experience and Volunteer Services and its impact on the organization as well as community. This position serves as the liaison between the organization and senior leadership team for driving patient experience performance across services. The position will collaborate closely with CHRISTUS System resources that will provide technical support such as Qualtrics and other tools. The Director will align with peer patient experience leaders throughout CHRISTUS in forming and implementing strategic initiatives related to patient experience. The Director will proactively seek best practices across CHRISTUS and other organizations and industries to achieve the highest possible success at CHRISTUS St. Vincent Health System. This position will work closely with Human Resources, Quality, Patient Relations/Risk Management, Marketing, Diagnostics and Therapeutics, Nursing, and Clinician Group departments to ensure all processes and programs, which are common to these departments, are aligned. The incumbent will work jointly with these departments in order to collect data, lead performance improvement initiatives, and manage culture change related to service and patient experience. Aligns with the Spiritual Care and Mission Integration to ensure seamless integration of mission-driven activities and patient experience initiatives. The position requires a hands-on approach that supports leaders and associates actively engaging in defining and creating the desired people-centered culture, as well as developing and implementing actions to achieve organizational goals and move our mission forward. To accomplish the objective, the incumbent identifies, develops, facilitates, monitors and assesses organizational cultural change; integrate process, setting, and associate delivery systems as well as feedback mechanisms.

Responsibilities

Development and implementation of all Patient Experience initiatives
Achievement of patient experience goals
Manages organization-wide programs related to customer service, Volunteer Services and patient experience
Educate the organization about the impact Patient Experience and Volunteer Services
Serves as the liaison between the organization and senior leadership team for driving patient experience performance across services
Collaborate closely with CHRISTUS System resources that will provide technical support such as Qualtrics and other tools
Align with peer patient experience leaders throughout CHRISTUS in forming and implementing strategic initiatives related to patient experience
Proactively seek best practices across CHRISTUS and other organizations and industries
Work closely with Human Resources, Quality, Patient Relations/Risk Management, Marketing, Diagnostics and Therapeutics, Nursing, and Clinician Group departments to ensure all processes and programs, which are common to these departments, are aligned
Collect data, lead performance improvement initiatives, and manage culture change related to service and patient experience
Aligns with the Spiritual Care and Mission Integration to ensure seamless integration of mission-driven activities and patient experience initiatives
Supports leaders and associates actively engaging in defining and creating the desired people-centered culture
Developing and implementing actions to achieve organizational goals and move our mission forward
Identifies, develops, facilitates, monitors and assesses organizational cultural change; integrate process, setting, and associate delivery systems as well as feedback mechanisms