System Director Acute Care Patient Experience
About The Position
CommonSpirit Health is seeking a dynamic and experienced System Director, Acute Care Patient Experience Improvement to lead the enhancement of patient experience across our acute care services nationwide. This pivotal, enterprise-wide role is responsible for driving daily improvement, strategy, and implementation to ensure an exceptional and consistent patient journey. You will be a critical liaison between system Patient Experience Departments and our regions, markets, hospitals, and care continuum entities. As a subject matter expert, you will leverage your expertise in patient experience measurement, data strategy, analytics, and change management to design, educate, and implement system-wide strategies. This role requires strong relationship building with acute care entities, ambulatory operations, care continuum, improvement teams, clinical analytics, and third-party vendors. You will continuously evaluate and sustain our patient experience program, aligning initiatives with CommonSpirit Health's values and ensuring we meet or exceed patient experience goals, including CAHPS and other federal/state requirements. Working in partnership with operational and functional leadership, you will foster Humankindness and empower leadership teams to transform performance.
Requirements
- Bachelor's Degree in a nursing, health-related field, or process improvement required, Master's is preferred.
- Minimum of 7 years related experience within a large, complex healthcare environment, with a minimum of 5 years healthcare leadership in patient experience.
- Experience in a multi-site environment is required.
- Leadership experience in rolling out large scale initiatives across all continuum of care settings.
- Successful track record in leading change to improve and enhance patient experience and working collaboratively across disciplines.
Nice To Haves
- Certified Patient Experience Professional (CPXP) certification is preferred
Responsibilities
- Lead Strategic Implementation: Drive successful rollouts of enterprise-wide patient experience improvement initiatives across acute care settings.
- Best Practice Integration: Research, develop, integrate, and evaluate patient experience best practices, resources, and educational programs.
- Stakeholder Engagement: Lead key elements of the CommonSpirit Patient Experience initiative, fostering partnerships and gaining adoption across the organization for improved performance (CMS, CAHPS).
- Project Leadership: Lead various Patient Experience Improvement Projects, including stakeholder meetings and representing Patient Experience on enterprise-wide committees (Mission, Culture, Clinical Service Lines, Quality/Safety, Diversity & Inclusion).
- Coaching & Development: Provide education, coaching, and mentorship to region/market/facility leaders, ensuring alignment with system vision.
- Data-Driven Insights: Offer technical support for analyzing and interpreting patient experience metrics, connecting insights to local improvement plans.
- Strategic Acceleration: Orchestrate and accelerate the enterprise-wide patient experience strategic plan, adapting focus to elevate performance in high-volume, lower-performing facilities through targeted action plans.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Industry
Water Transportation
Number of Employees
5,001-10,000 employees
