Assistant Director, Office of the Patient Experience

The Office of the Patient Experience at University of Iowa Health Care has an opening for a full-time Assistant Director.   The Assistant Director is responsible for developing and implementing programs that align with the University of Iowa Health Care mission, vision, and strategic goals in order to enhance the patient, family, and guest experience.  Scope contains multiple areas, including but not limited to: Patient Experience Improvement Team, Spiritual Services, Interpreter Services, and Patient Education at UI Health Care.  This position reports directly to the Director, Office of the Patient Experience. Functional and administrative supervision is exercised over the professional and hourly staff in Patient Experience Improvement Team, Spiritual Services, Interpreter Services, and the Patient Education Program.

This role manages the personnel, operations, and financial aspects of each area within its scope. This individual will:

• Be responsible for the implementation of initiatives deemed necessary to achieve service excellence objectives established by the Director of the Office of Patient Experience and Senior Leadership.

• Be responsible for role-modeling and representing service excellence throughout UI Health Care.

• Lead or assist with the development and implementation of UI Health Care strategy to achieve top ten percentile ranking.

• Be responsible for overseeing the day-to-day operations of the Patient Experience Improvement Team, Spiritual Services, Interpreter Services, and the Patient Education Program, and supervising its personnel.

• Be responsible for administrative oversight of Patient Experience Improvement Team, Spiritual Services, Interpreter Services, and the Patient Education Program.

• Be a change agent for improving the patient experience in all areas (units, clinics, and procedural/lab/imaging areas) within UI Health Care through an interdisciplinary approach to performance improvement.

   

The successful candidate will demonstrate:

• Experience in effectively coaching, influencing, collaborating, and consulting with individuals at all levels of the organization.

• A strong sense of personal accountability, passion, and ownership for achieving sustained patient experience excellence across the health system.

• Strong advisory and influencing skills, including with physicians and senior leadership.

• Flexibility to work within a fast-changing environment and cope with degrees of ambiguity

• Ability to create/maintain a culture of accountability and service excellence.

• Capability to identify problems/opportunities and set goals for service development and improvement.

• Ability to complete projects/tasks within agreed-upon times and with a high degree of quality.

• The ability to inspire and initiate innovative thinking surrounding patient experience at UI Health Care.

• Strong group facilitation and conflict management skills and a demonstrated ability to unite individuals around a common goal.

• Ability to design and deliver impactful presentations to broad audiences.

• Strong advisory and influencing skills, including with senior leadership.

• Flexibility to work within a fast-changing environment and cope with degrees of ambiguity.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

• Collaborate in the development of long-term strategies and methodologies for evaluation of processes and outcomes across the continuum of care, including measurement, analysis, and reporting of data used in improving processes to optimize the patient experience.

• Ensure the transparent deliv