Director - Center for Healthcare Experience

The MetroHealth System   Cleveland, OH   Full-time
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The MetroHealth System, Cuyahoga County’s public health system, and its staff of nearly 8,000 provides care at MetroHealth’s four hospitals, four emergency departments and more than 20 health centers and 40 additional sites throughout Cuyahoga County. The health system is home to Cuyahoga County’s most experienced Level I Adult Trauma Center, verified since 1992, and Ohio’s only adult and pediatric trauma and burn center.  As an academic medical center, MetroHealth is committed to teaching and research. Each active staff physician holds a faculty appointment at Case Western Reserve University School of Medicine. Our main campus hospital houses a Cleveland Metropolitan School District high school of science and health. The MetroHealth System is committed to creating a healthier community.

 

 

Summary: 

Supports the Executive Director of Health Care Experience in the development and evolution of the strategy to improve and sustain operational and communication best practices that result in consistent and industry-leading experience for patients, visitors, staff, and the community across the health care continuum. Develops tactics specifically focused on improving patient, visitor, employee, and community experience. Develops and executes data driven process improvement, change management, and communication best practices which support the Experience System Goals. Partners with senior leadership, service line leaders, providers, and front-line caregivers to identify and address gaps in operational processes that result in gaps in patient and staff experience. Leads the engagement and education of frontline staff and providers in service excellence improvement and best practices ensuring that MH STAR-IQ values are integrated within all programming. Provides leadership, operational, and financial oversight for Experience Excellence business units and ensures alignment of services provided to the needs of the patients, visitors, and organization. Upholds the mission, vision, values, and customer services standards of The MetroHealth System.

 

 

Responsibilities:

1. Supports the development and evolution of the strategy to improve and sustain operational and interpersonal communication best practices that result in consistent and industry-leading experience for patients, visitors, staff, and the community across the health care continuum.

2. Develops tactics specifically focused on improving patient, visitor, employee, and community health care experience.
a. Ensures patient and family engagement and experience are considered in critical organizational initiatives.
b. Oversees the integration of patient and family experience in all MetroHealth initiatives, including quality and patient safety, performance improvement, medical operations, patient access, nursing, and human resources.
c. Identifies and implements best practices for the design of new facilities and updating of existing sites.
d. Provides guidance and supports development of best practices for the evolving virtual care experience.

3. Develops and executes data driven process improvement, change management, and communication best practices which support Experience System Goals.
a. Identifies internal and industry best practices in operational processes and communications that result in improved overall experience.
b. Utilizes data to high impact areas for improvement and key drivers to improvement.
c. Implements standard improvement methodologies to improves operational performance at the unit and system levels.
d. Utilizes change management methodologies to ensure new processes and service excellence best practices are hardwired for sustainability and consistent outcomes across MHS.
e. Standardizes infrastructure to execute the patient and family engagement and experience strategy at the organizational and operational unit level.


4. Leads the engagement and education of frontline staff and providers in service excellence improvement and best practices ensuring that MH STAR-IQ values are integrated within all programming. Improves the provider and employee experience and help drive engagement programs as a necessary corollary to improved patient and family engagement and experience.
a. Leads the deployment of organization-wide service improvement initiatives to all MetroHealth providers and employees with the goal of creating consistent exceptional experience and engagement for both providers, employees, our patients, and their families.
b. Ensures the consistent application of standard service behavior standards.
c. Utilizes appropriate metrics to evaluate the connection between patient experience and service ratings on annual performance evaluations.

5. Partners with the Medical Director in the execution of strategies to enhance and improve provider communications to strengthen the service orientation among providers and identify specific communication skills needed for effective, empathetic communication with patients and families
a. Implements provider coaching program.
b. Reviews and updates existing provider communication.
c. Creates new provider communication programs based on the evolving needs of patients and providers.

6. Provides leadership, operational, and financial oversight for Experience Excellence business units and ensures alignment of services provided to the needs of the patients, visitors, and organization. Formulating goals and objectives that are in accordance with the goals of MHS.
a. Monitors and evaluates departmental effectiveness, effecting changes required for improvement.
b. Designs, establishes, and maintains staffing to effectively accomplish the institution’s goals and objectives such as improving scores and rankings on patient satisfaction and engagement surveys.
c. Communicates job expectations, plans, monitors, and appraises job results. Coaches, counsels, and disciplines employees. Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
d. Ensures professional competence and performance of staff by establishing professional standards, protocols, policies, and procedures.
e. Develops and maintains performance benchmarks relative to operational and financial performance.
f. Ensures the timely preparation and ongoing maintenance of related reports.

7. Enhances professional growth and development through participation in continuing education courses, professional organizations, seminars, and workshops, reading current literature and maintaining professional contacts in the community.

8. Displays sensitivity to and understanding of various cultural, ethnic, racial, and socioeconomic backgrounds.

 

 

Qualifications:

Required:
Master’s Degree in Business Administration, Health Care Administration, Nursing, or related field or any equivalent combination of education, training, and experience in addition to the experience stated below.
Minimum 5 years of experience in administration or operations in healthcare or service driven industries.
A demonstrated track record of progressive leadership positions, preferably with a patient or consumer experience background.
Demonstrated experience leading change, using change management and improvement methodologies
Experience providing 1:1 coaching at the frontline, leadership, and provider levels.
Thorough understanding of CMS regulatory surveying and reporting (e.g., HCAHPS) and real time patient experience feedback.
Strong leadership, organizational, and communication skills.
Ability to partner with key stakeholders.
Ability to deliver messages to a variety of audiences and stakeholders.
Ability to analyze complex problems and develop recommendations and solutions.
High level of enthusiasm about patient centered health care, the patient experience as well as provider and staff experience.
Exceptional customer service skills.
Ability to interact effectively with a wide range of cultural, ethnic, racial, and socioeconomic backgrounds. 

Preferred:
Significant experience and detailed understanding of patient satisfaction data, statistics, and surveys.
Strategic business and healthcare awareness.

Physical Demands:
May need to move around intermittently during the day, including sitting, standing, stooping, bending, and ambulating.
May need to remain still for extended periods, including sitting and standing.
Ability to communicate in face-to-face, phone, email, and other communications.
Ability to read job related documents.
Ability to use computer.


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The MetroHealth System

Cleveland, OH