GENERAL SUMMARY:

The National Director of Patient Experience is responsible for developing the organizational strategy for improving and maintaining patient experience excellence across USACS hospital partner sites. Ensuring that although each area has a unique message, the overall messaging, branding, and goals support the US Acute Care Solutions patient experience mission vision and values.

The primary focus of this leader is to lead, develop, and implement a robust and unified patient experience message to our organization's patient care teams in order to deliver safe, high quality care to every patient every time. The employee in this role will be the primary resource for US Acute Care Solutions patient experience. The National Director of Patient Experience will work with the Senior Vice President of Site Innovations and Performance to ensure integration of the US Acute Care Solutions CARE Standard in the achievement of the patient experience message and brand across the organization.

This role will direct and serve on ad hoc task forces and other committees related to achieving US Acute Care Solutions and hospital partnerships improvement of patient experience. They will also assist in leading project management aspects of patient experience culture redesign essential to transforming care across US Acute Care Solutions.

The National Director of Patient Experience will assist to manage and mentor management teams with regards to any and all patient experience initiatives and expectations, along with developing and providing training to the organization as needed to achieve the patient experience objectives. They will be a service excellence and performance improvement expert and will have direct accountability for partnering with divisional, regional leadership and hospital/health system leadership to improve outcomes.

The National Director of Patient Experience serves as the face of patient experience for US Acute Care Solutions.

ESSENTIAL JOB FUNCTIONS:

• Responsible for development and maintenance of administrative policies and procedures related to patient experience for the organization
• Promotes a culture of excellence and accountability. Develops quality standards and metrics for patient experience for the organization, and puts continuous improvement plans in place to advance practice
• Responsible for providing the appropriate level of resources to support patient and provider needs, including, access to patient experience data and coordinating with the Sr. Directors of Site Optimization to coordinate necessary support for implementation of the USACS CARE Standard at hospital partner sites
• Responsible for developing and updating a program for providing education and rollout to hospital partner staff of the USACS CARE Standard
• Designs and directs the US Acute Care Solutions patient experience strategy and identifies annual Key Performance Initiatives and goals to bolster the US Acute Care Solutions culture and brand
• Aligns patient experience standards where appropriate to work across hospitals to develop strategies for a seamless, high quality US Acute Care Solutions cross campus experience
• Develops training for ensuring all Clinical Resource Group staff are experts on patient experience improvement strategies. Provides bimonthly quarterly patient experience training updates for the CRG team.
• Oversees the development and maintenance of a USACS Patient Experience Dashboard.
• Develops and manages USACS patient experience marketing message for social media in coordination with marketing department as necessary
• Analysis and presentation of national, as well as market and System specific value drivers
• Creates patient experience presentations presentation templates for divisional and regional leadership upon request
• May travel for hospital partner site or system level on occasion to support USACS patient experience initiatives and goals
• Maintains subject matter expertise in patient experience measurement tools and organizations such as Press Ganey, Net Promoter Score, and PRC
• Provide On-site and virtual leadership presentations on performance, drivers and best practice
• Other duties as assigned
• Travel 10-15% of work time

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong managerial and interpersonal skills
• Excellent oral and written communication and presentation skills
• Proven success with reporting, analytics and business operations
• Independently driven, with the capabilities to lead teams, manage projects on business strategies, and achieve department goals, objectives and initiatives
• Superior time management, organizational, and problem-solving skills
• In depth knowledge of patient experience in the healthcare industry
• Understanding of and ability to interpret patient experience survey results and data including Press Ganey, PRC, NRC, and Qualtrix

EDUCATION AND EXPERIENCE:

• MD or DO in Emergency or Hospitalist medicine
• At least 2 years of physician practice in Emergency or Hospitalist medicine required. 5 years of experience preferred.
• At least 1 year of experience in patient experience required. 5 years of experience preferred.
• Experience in communication strategies or other related fields preferred.
• Strong computer knowledge and skills including MS Excel, Word and PowerPoint

PHYSICAL DIMENSIONS:

• While performing the duties of this job, the employee is regularly required to sit for prolonged periods and occasionally walk, stand, bend, stoop, and lift up to 15 pounds.
• Required to have close visual acuity to perform job

• Financial Benefits
  • Equity ownership for all full-time physicians
  • Industry-leading 10% company funded 401(k)
  • Comprehensive medical, dental, vision and Rx coverage
  • Short- and long-term disability (own occupation)
  • Annual CME/BEA (Business Expense Account)
  • Medical Malpractice with tail and litigation support
  • Pioneering Paid Military Leave
  • Groundbreaking 100% Paid Parental Leave
  • Student loan refinancing as low as 2.99%
• Intangible Benefits
  • Location flexibility and career stability of a national group
  • National Clinical Governance Board (NCGB) of internally elected clinicians
  • Clinical Management Tools (CMTs)
  • Center for Emergency Medical Education (CEME)
  • 24/7/365 live physician support
  • USACS Orientation and Assemblies
  • Professional Development Programs including: Scholars (Leadership Training), Efficiency Academy, and Engagement & Experience Academy
  • Internal USACS traveling physicians