CHSPSC, LLC seeks a VP Patient Experience for its Franklin, TN, headquarters’ Nursing Services team.
SUMMARY DESCRIPTION: The VP of Patient Experience will be accountable to build and maintain a culture of service and quality excellence through Service High Reliability Organization. In this role, focus will be on improvements in not only patient but also patient and family relations across the organization. Critical to the role will be to translate concepts/innovations of patient experience into actionable behaviors and outcomes with clear measurable improvements.
This role will be responsible for helping create and implement the shared vision and consistent best practices that align with our mission, vision, strategic imperatives, and priorities across the organization that will positively impact the customer and patient experience and outcomes. The focus will always be to provide safe, reliable, quality healthcare for every patient, ever time.
Essential to the role is expertise with patient satisfaction and service excellence leading to improvements on outcomes for success. The leader will partner with the Corporate Patient Experience Advisors and Key Leaders at each facility to drive tangible and sustainable outcomes for patient satisfaction.
Areas of Focus:
Optimization of strategic imperatives
Development of strategic patient and family satisfaction initiatives
Support of organizational change management
Related measurement tools
Data analysis and interpretation
Direct the execution, evaluation, and sustainability of key compulsory items.
Provide professional coaching to influence leadership, staff and other stakeholders to deliver excellent patient experiences.
Participate in the development of innovative initiatives and services that address specific aspects of the patient experience to drive positive patient experience outcomes.
Analyze internal and external customer satisfaction metrics and other performance analytics to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended action plans to improve patient satisfaction.
Serve as an influential expert on patient experience/engagement principles with CEOs, CNOs and other clinicians.
Serve as active member of the Patient Experience Improvement Team.
Responsible for engaging, influencing, and energizing leaders for accountability embodying behaviors and expectations to create a superior patient and family experience.
Develop and lead the best practices, innovations, and tools to assist leaders and their teams to improve our patient experience.
Partner with Region Presidents, Hospital Leaders (CEOs, CNOs, CQOs, Patient Advisory Champions, Physicians, and Human Resources) and corporate Support Personnel to assess customer service and development of goals with strategic imperatives to achieve high ranking results.
Collaborate with safety and quality leaders to enhance patient safety and quality strategic imperatives.
Perform other related duties and participate in special projects as assigned
Skills and Abilities:
Ability to prioritize and manage multiple projects simultaneously
Ability to establish and maintain effective working relationships across all levels of the organization to include Corporate Advisors, Regional Leadership, and Key Leaders and Physicians at each facility
Effectively communicating the initiatives and goals aligning to the strategic vision while engaging the team and maintaining accountability to all parties
• Minimum seven (7) years’ experience as Chief Nursing Officer with successful track record improving and sustaining Patient Experience, Star Rating, and Leapfrog Scores. • Large hospital or multi-hospital CNO experience preferred • Prior leadership in a patient experience role highly preferred • A thorough understanding of patient satisfaction survey tools, metrics, trends, quality surveys, the field of consumer research, complaint management, workforce engagement, service recovery and patient best practices standards is required. • Must remain up-to-date on current trends and best practices in customer experience and service excellence as it relates to initiatives, improvements, and optimization leading to overall success.
Education and Certification Qualifications:
• Registered RN with current licensure in the state of Tennessee • MSN or Master’s degree in Business or Healthcare Administration • Certification in National Advanced Nurse Executive and/or National Patient Experience preferred
Internal Number: VPPAT99897
About Community Health Systems
Community Health Systems ("CHSPSC, LLC") is one of the leading operators of general acute care hospitals. The organization's affiliates own, operate, or lease hospitals in 16 states, with an aggregate of approximately 21,000 licensed beds. The consolidated organization owns and leases community hospitals that offer quality, cost-effective healthcare including a range of inpatient medical and surgical services, outpatient treatment and skilled nursing care. In over 60 percent of the markets served, CHS-affiliated hospitals are the sole provider of healthcare services.