Chief Patient Experience Officer

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CORE JOB SUMMARY                                                                                                                                                                                                           

The Chief Patient Experience Officer of the University of Miami Health System (UHealth) oversees the overarching planning and operational management of patient/consumer experience for all hospitals, satellites, clinics, and patient care sites for UHealth. The position is responsible for building a patent-centric culture by organizing, supporting, and enhancing service experience across all facilities that is consistent with UHealth’s tradition of excellence in patient care. The position will drive revenue and growth by making strategic improvements to UHealth’s patient/consumer experience, focusing bringing innovation to the digital experience of patients/consumers, and developing an end-to-end patient/consumer experience framework. In addition, the position will foster brand and patient loyalty and drive a patient-centric approach to business operations.

CORE JOB FUNCTIONS                                                                                           

• Leads and directs patient experience services for UHealth in alignment with UHealth’s strategic goals and operational needs.
• Researches patients/consumers to create journey mapping utilizing a deep understanding of who our patients/consumers are, what drives them, and all the critical touchpoints consumers have with UHealth and how they can be optimized to improve loyalty/retention.
• Creates frameworks, policies and initiatives designed to ensure patients are satisfied. Identifies points of friction and designs/implements experience solutions into business operations.
• Collects data/feedback, including the “voice of the patient/staff/family” to measure the impact of the patient experience.
• Aligns the employee and patient experience to empower the workforce to make patient-led decisions.
• Integrates and standardizes patient experience services throughout UHealth, while focusing on quality improvement practices.
• Collaborates with physician, nursing, ancillary, and administrative leadership to develop a multi-disciplinary approach to patient experience.
• Collaborates with human resources to ensure the employee experience is aligned to promoting an optimal patient/consumer experience through appropriate rewards and recognition.
• Develops the framework for a shared vision for patient/consumer experience which instills a culture of service excellence, hospitality, ownership, and results across UHealth.
• Drives revenue and growth by making strategic improvements to UHealth’s patient experience programs and building a patient-centric culture.
• Creates frameworks, policies and initiatives designed to ensure patients are satisfied while identifying points of friction and implementing solutions. Monitors national CAHPS, HCAHPS, and patient experience trends and federal requirements, identifying strategies used by top performing organizations to be successful.
• Supports an environment of transparency, shared and contextualized decision-making, and trust.
• Creates and executes a strategy for expansion of patient experience services to new sites, which includes digital innovation and the digital experience for patients.
• Ensures compliance with all applicable federal, state, and local laws, regulations, and rules relating to the engagement or inducement of patients, including but not limited to the Federal Anti-Kickback Statute (AKS) and the Federal Civil Monetary Penalties Law (CMP), and seeks guidance from UHealth Compliance, Risk Management, or Legal as needed.
• Ensures internal control oversight, safeguarding of assets, compliance with University policies and procedures, reliability of internal and external reporting, and efficiency and effectiveness of operations. Creates an effective control environment, conducts risk assessment, implements and