Provide tactical direction and operational oversight to key activities and programs that support core operations leaders who are responsible to create great patient and family experiences throughout Presbyterian Delivery System. Serve as primary internal patient experience consultant to leaders and staff to identify patient service and experience requirements and to develop and execute tactics to meet identified requirements, organizational goals and associated outcome metrics.
Key activities include: identify opportunities for improvement and integration of best practices across care settings; assess current organizational structures to support initiatives; development of operating plans with financial, operational metrics and quality outcomes; optimize and lead patient experience large-scale organizational change initiatives through identified opportunities; lead patient experience in standardization and selection of industry clinical best practices; and assist in implementing process improvements and best practice recommendations to improve quality of care and reduce overall cost.
Direct all efforts to sustain and continue to develop the PDS Service Management programs to include review and management of key results as compared to goals; discharge call center, complaint management, grievance management, patient/family advisor program, Promise Champion program and various experience coaches.
Assists Leaders and Measure Owners to understand results and implement programming to improve performance.
Works closely with Analytics Organization to prepare proposed targets for review.
Manage the contractual relationship with Press Ganey, vendor for patient, employee and provider engagement surveys and services.
Ensure compliance with relevant Conditions of Participation and Joint Commission accreditation standards.
Collaborates with the Customer Experience Training team, Learning Center, Clinical and Educational Leaders, Education for training and development opportunities.
Leads and participates in customer experience design/ improvement sessions and implementation efforts.
Develops a deep understanding of the voice of the customer. Identifies, develops, and deploys strategies to enhance the patient experience including processes, communications, and interactions which impact the PDS patient experience.
Leads teams and committee¿s to ensure focus on performance and achievement of results.
Participates on designated committees, task forces and councils as a representative of the Customer Experience Team. Contributes to budgeting, planning and goal-setting relating to program efforts.
Prepares reports and analytics for various leaders, committees and Boards, as required.
Supervises staff members to include setting performance expectations and goals, and coaching to achieve results. Performs regular review of progress in achieving goals and annual performance evaluations.
Assists Chief Experience Officer and VP Quality with operating budget development and ongoing fiscal management.
Bachelors and Masters degree required in healthcare or related field. BSN preferred.
Minimum of 5-7 years in healthcare field including management level experience with comparable span of control.
Experience in a customer experience programmatic role preferred.
Superior written and verbal communication skills.
Skills and experience in performance improvement methods and oversight of projects; including change management.
Experience managing and interpreting survey data and using data to plan activities and achieve results.
Internal Number: 13053
About Presbyterian Healthcare Services
Presbyterian Healthcare Services is a locally owned, not-for-profit healthcare system of eight hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, it is the state’s largest private employer with approximately 11,000 employees.
Presbyterian’s story is really the story of the remarkable people who have chosen to work here. Starting with Reverend Cooper who began our journey in 1908, the hard work of thousands of physicians, employees, board members, and other volunteers brought Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system, serving more than 700,000 New Mexicans.
We are part of New Mexico’s history – and committed to its future. That is why we will continue to work just as hard and care just as deeply to serve New Mexico for years to come.