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Director, Patient Experience

Company: CTI Education Group
Location: Boston
Posted on: November 22, 2021

Job Description:

Job Description - Director, Patient Experience (3177483) The Director of Patient Experience is responsible for developing, leading, monitoring, and modifying the overall organizational approach to service excellence for patients across Massachusetts General Hospital (MGH). Reporting to the Senior Vice President for Ambulatory Care & Patient Experience, this key leader will design, develop, and oversee the implementation of strategic organizational initiatives for patient experience and satisfaction in collaboration with the board, executive leadership, and management across MGH to create a culture of service excellence This role will lead the implementation of service excellence to support and achieve the strategic imperatives of the organization. S/he will build and foster an environment that is inclusive, supportive, and enables his/her team to provide the best possible patient experience. S/he will ensure that the patient experience strategy is aligned with employee experience efforts. S/he will advance service excellence objectives, in collaboration with the leadership team, and in alignment with the vision and mission. S/he will manage the team and create and guide programs based on organizational priorities that address every aspect of the patient experience. The position requires senior level interpersonal skills and maturity, expert public presentation and facilitation skills as well as advanced expertise in strategic planning, data interpretation, relationship management, and financial management. Also required are exceptional organizational skills, including effectively developing internal work and communication processes and systems to facilitate effective collaboration across MGH & MGB. PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Creates, implements, and ensures organizational adoption of a service excellence program, including collaborating with external thought leaders on the design as well as internal development and implementation of key strategies and initiatives to improve the experience for patients and families in conjunction with MGH senior leadership and the Board.
  • Leads the Patient & Family Relations Committee(s) (PFAC) to continually strive for leading -edge patient, family, and employee experience.
  • Engages with leadership, front-line roles, and documents and communicates throughout the organization the shared vision for service excellence and experience improvements. Serves as measure steward for all aspects of patient experience and service excellence.
  • Documents and communicates status, issues, risk, and solutions to stakeholders and executive leadership
  • Researches consumer needs, expectations, and concerns while incorporating expertise from outside of healthcare; Investigates, evaluates and implements best practice information from a variety of external sources. Identifies actions for MGH to achieve national best practice status with respect to patient experience.
  • Develops, reviews and implements strategic and operational plans in alignment with service excellence strategy
  • Utilizes and analyzes potential products to track, monitor and identify opportunities for patient satisfaction improvement
  • Maintains current knowledge base of trends, policies, regulatory standards, and legislation and advises administration when pertinent
  • Builds patient experience programs that align with and support cultural competency and diversity, equity, and inclusion efforts
  • Partners with Human Resources to align patient experience strategies and improvement activities with those of the employee experience
  • In partnership with Human Resources, the Center for Quality & Safety, develops staff through competency assessments, in-services, continuing education and training, process improvement, data analyses, and performance appraisal processes
  • Collaborates with the Communications & Public Affairs team regarding communications about service excellence and patient experience to broad and targeted audiences
  • Collaborates with Patient Advocacy leadership to evaluate and measure service recovery opportunities and related efforts to ensure exceptional patient/family experience outcomes
  • Oversees and leads efforts to promote transparency and the sharing of patient experience data with the public
  • Partners with physicians and physician leadership to build and sustain their involvement in implementing change
  • In partnership with the data team, reviews, evaluates and synthesizes NRC patient experience data from all environments of care
  • Understands Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) performance data and effectively communicates and develops strategies to improve performance
  • Maintains effective inter-departmental communication and cooperation
  • Integrates service excellence with other strategic initiatives
  • Manages a budget as assigned
  • All other duties as assigned QUALIFICATIONS:
  • Minimum of five years experience in a leadership position focused on patient experience and employee engagement to foster a culture of service, including measurement and patient experience improvement required
  • Bachelors degree required, Master's degree or other relevant education strongly preferred SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
  • Ability to understand and further the strategic goals of the organization and division by synthesizing and explaining complex concepts; leveraging data to comprehend and demonstrate the full picture; and inspiring, motivating, leading, and supporting both the internal team and clients through to goal completion.
  • Proven ability to drive change, possessing strong change management skills, creative thinking skills, strong collaboration skills and the ability to lead teams, resulting in effective transformation
  • Demonstrated leadership experience in a large, complex organization
  • Demonstrated track record as an effective manager with a collaborative working style. Ability to lead and manage teams, using open and inclusive communication to build and influence consensus effectively, cooperatively, and collaboratively
  • Possesses a track record of developing a good rapport and working in partnership with stakeholders
  • Ability to communicate a vision and enlist the engagement of others
  • Exudes passion for the patient care environment and consumer experience
  • Board and senior leadership level communication and influencing experience
  • Ability to organize, motivate, and effectively coordinate activities through influence in operating areas not under direct supervision
  • Solid understanding of data management and applications for use within the practice environment WORKING CONDITIONS: Normal office conditions within a hospital environment. Remote working option. SUPERVISORY RESPONSIBILITY: 4+ FISCAL RESPONSIBILITY: Oversee financial operations budget for Patient Experience Team. Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from--protected veterans and individuals with disabilities are strongly encouraged.-- Primary Location Work Locations MGH Main Campus Job Professional/Managerial Organization Massachusetts General Hospital(MGH) Schedule Full-time Standard Hours 40 Shift Day Job Employee Status Regular Recruiting Department MGPO/MGH Ambulatory Management

Keywords: CTI Education Group, Boston , Director, Patient Experience, Executive , Boston, Massachusetts

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