Description

THE ROLE

Under general supervision of President/CEO, directs patient, employee, and physician experience/satisfaction activities. Creates and leads plans for improving the patient, visitor, employee, and physician experience. Collaborates with and directs Santa Rosa Memorial and Petaluma Valley Hospital's patient and physician satisfaction survey processes. Provides leadership in the strategic development and implementation of tactics for Sonoma County ministries' patient experience. Facilitates performance improvement strategies and coaching activities for enhancing the patient experience. Directs and leads all Patient Experience Teams and the Patient and Family Advisory Council. This position will facilitate the creation of Sonoma County's culture of service excellence.

ESSENTIAL FUNCTIONS

• Provides leadership, coaching and oversight for the development and implementation of patient experience initiatives for Santa Rosa Memorial and Petaluma Valley Hospitals, in collaboration with community partners, leaders within the ministry and employees.
• Hardwires management and employee evidence-based practices to ensure exceptional service on an ongoing basis via an understanding of concrete behaviors required to achieve higher patient satisfaction levels.
• Leads and facilitates Patient Experience teams to innovate, improve, and problem solve to help further the goals and achieve the operating and strategic plans of the Sonoma County ministries.
• Establishes and implements guidelines for identifying and fostering sacred encounters along the continuum of care for Sonoma County and responds with the development of Spotlighting scenes, training materials and toolkits.
• Directs and facilitates the Patient & Family Advisory Council.
• Plays a Key Role in creating and facilitating service excellence initiatives across the ministries.
• Initiates special projects and presentations to improve ministry-wide outcomes and performance.
• Observes actual patient experiences and monitors patient satisfaction results while providing and communicating analytical assessments of trends, improvements, patient priorities and key results.
• Works with the Patient Experience Liaison, Patient Experience Project Manager/Data Analyst to provide reports regularly to Service Excellence and Spotlighting Core Teams and other appropriate committees/venues.
• Responsible for coaching departments/surveyed areas for improved performance based on patient and physician satisfaction survey results.
• Facilitates the sharing of best practices throughout Sonoma County.
• Celebrates team successes through Reward & Recognition and house-wide activities.
• Provides the Board, the Executive Management Team, Area Management Team, Patient Experience teams and councils with ongoing updates and education on progress and deterrents to the patient experience.
• Conducts presentations and completes reports for SRMH and PVH as requested.
• Leads/serves on task forces, committees and work groups as requested.
• Responsible for participating in department safety management activities.
• Travel between the two campuses will be required, and also nominal travel to System affiliates.

QUALIFICATIONS

• Bachelor's Degree in Nursing, Business Administration, Marketing, Public Relations or a related field from an accredited college/university
• Master's Degree (preferred)
• Upon request: Driving may be necessary as part of this role. Caregivers are required to comply with all state laws and requirements for driving. Caregivers will be expected to provide proof of driver license and auto insurance upon request. See policy for additional information.
• Coursework/Training - LEAN Methodology
• Coursework/Training - Studer training
• Coursework/Training - Project Management
• 5 years of patient experience, guest services or strategic planning in health care or other service industry
• 5 years of supervisory or managerial level
• 5 years of sales experience in the Healthcare field
• Experience with Six Sigma or Lean Technology
• Experience with PC and mainframe systems including abstracting and reporting functions.
• Experience in various PC software applications including word processing, PowerPoint presentations, spreadsheets, databases, graphic presentation, and flowcharting.
• Experience in planning and facilitating teams to a common vision and developing strategies and plans to accomplish objectives.
• Positive, dynamic relationship skills and strong service orientation
• Demonstrated ability to influence individuals and groups through coaching and teamwork.
• Ability to manage results, process and relationships while driving to identified outcomes.
• Ability to organize and follow through consistently and effectively.
• Strong written and oral communications skills
• Effective budgetary planning and administrative skills
• Strong leadership skills
• Knowledgeable regarding current health care trends and markets
• Ability to lead focus group and other stakeholder input forums.
• Effective communication skills in both verbal and written mediums, as well as public speaking, in order to effectively present new programs/products
• Ability to establish and maintain effective relationships within the organization and community.
• Effective public speaking skills, as well as ability to develop and conduct effective presentations.
• Knowledge and utilization of computer applications (Windows software)
• Knowledge of and ability to use statistical data and analysis methods.
• Knowledge of PC and mainframe systems including abstracting and reporting functions.

About Providence

At Providence, our strength lies in Our Promise of "Know me, care for me, ease my way." Working at our family of organizations means that regardless of your role, we'll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

Requsition ID: 278511

Company: Providence Jobs

Job Category: Clinical Administration

Job Function: Clinical Support

Job Schedule: Full time

Job Shift: Day

Career Track: Leadership

Department: 7820 PATIENT EXP

Address: CA Napa 1000 Trancas St

Work Location: Queen of the Valley Medical Center

Pay Range: $69.86 - $112.44

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.