Executive Director, Patient and Guest Experience Officer

This leadership position acts as the Network’s champion dedicated to, promoting, developing, and sustaining a world-class culture of service excellence for the patients, guests, and community members we serve.  Because our culture is a key differentiator for The Christ Hospital Health Network this individual must be the catalyst for continuously enhancing the delivery of our services to create value for patients by promoting both a superior experience team and families.  In addition, it will be imperative to work collaboratively with teams across the enterprise to promote an energizing working environment for team members which allows them to deliver on that experience to our customers.

 

Administrative Leadership

• Serves as the identifiable system resource for patient and guest experiences/satisfaction and consumer knowledge issues.
• Works collaboratively with leadership across the network to create a strategic roadmap and to drive execution of initiatives that ensures the network sustains a culture of service excellence leading to an enhanced customer experience and loyalty across the network.
• Maintains awareness of new developments in patient, customer, physician, and associate relationships and disseminates information that will aid in the achievement of organizational objectives related to patients, guests, and community experiences.
• Participate in decisions regarding the portal and Health Information Exchange systems that support Patient Loyalty and Care Experience.
•  Anticipates the needs of the patients and the families served by TCHHN and establishes a structure to assess and attain an optimal experience for patients and families.
• In collaboration with Executive Leadership develops balanced scorecard measure(s) for the consumer focus pillar of the strategic plan and aligns resources/actions to attain established targets.
• Serves on established leadership committees providing relevant reports and guiding strategic discussion re: consumer experience.
• Creates and tracks customer experience metrics and related management dashboards and establishes a robust communication strategy to inform the network leaders and team members of progress towards goals.
• Measures effectiveness of service strategies and works collaboratively with leadership to implement improvements as appropriate.
• Ensures the development and deployment of communication plans to assure widespread understanding, support and informed application of customer service standards and processes and to facilitate shared learning across TCHHN. 
• Captures stories and best practices from the network for leadership to share.
• In conjunction with Human Resources, access and help design educational and human resources processes and systems which further support leaders and front-line employees’ capabilities to create exceptional experiences for patients and families.

 

Operational Leadership

• Monitors patient/client satisfaction data and establishes strategies to achieve strong scores in experience and loyalty. Provides information on performance at all levels of the organization.
• In conjunction with Human Resources, implements the necessary leadership and front-line patient/guest experience training.
• Assures services are in place to address special needs of patients and families.
• Ensures systems exist on care coordination for the referral process between main campus and regional services, as well as referring facilities and physicians.
• Oversees and actively engages patient and family advisory Councils/Teams to inform the organization about community desires.
• Collaborates with a variety of departments to develop tactics ensure care is consistently patient centered by partnering with caregivers to exceed the expectations of patients and families creating loyalty for the TCHHN brand.
• Performs observations to sustain best practices through programs including purposeful rounding.
• Ensures organization has in place an expedited process of problem resolution and service recovery for addressing customer’s issues that are Ensures that customer service issues are escalated/resolved by appropriate team members.
• Oversees the daily operations and services provided by our concierge, pastoral services, volunteer services and our main communications center.

 

Financial Leadership 

• Develops, implements, and monitors budgetary performance ensuring effective use of network resources in pursuit of service excellence and patient loyalty.

 

Quality/Safety/Regulatory Leadership

• Monitors national and local service excellence related surveys, state/ federal regulations to include (but not limited to) the Hospital Consumer