Vice President and Chief Patient Experience Officer

                    

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

                        

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

                                    

Job Title

Vice President and Chief Patient Experience Officer

                        

Location

Cleveland

                    

Facility

Cleveland Clinic Main Campus

                     

Department

Continuous Improvement Admin-Clinical and Operational Improvement

                      

Job Code

T97511

                     

Shift

Days

                       

Schedule

8:00am-5:00pm

                       

Job Summary

                         

Job Details

Cleveland Clinic is seeking a dynamic and experienced leader to serve as Vice President and Chief Patient Experience Officer. This is a key role in driving a positive care-seeker experience across the enterprise. 

 

As a member of the Clinical and Operational Improvement executive leadership team, the Vice President and Chief Patient Experience Officer is responsible for developing and executing the enterprise-wide vision and strategy to become the preeminent leader in Patient Experience (PE) and the most trusted healthcare system in the world. This leader provides strategic, operational and collaborative leadership to ensure all elements of our comprehensive enterprise strategy are optimally positioned to transform the patient experience and strengthen trust among patients and care-seekers globally. 

 

The Vice President and Chief Patient Experience Officer develops, defines and leads the patient experience vision, strategy, goals, processes and functions, including objectives and key results (OKRs). This leader partners with other key clinical and operational leaders to ensure clinical care, operational processes and digital and marketing assets are optimally positioned to support and enable a comprehensive and integrated patient and family experience that builds loyalty and fosters trust. This leader is responsible for defining and tracking system-level trust and experience metrics, aligned to enterprise brand, access and quality outcomes. 

 

The Vice President and Chief Patient Experience Officer leads the enterprise Patient Experience team, modeling collaboration and building trust with key stakeholders across all interdisciplinary healthcare roles to achieve highly reliable outcomes, foster trust and improve performance. Additionally, this leader proactively communicates internally and externally to educate staff and patients about the patient experience vision and strategy, tactics, metrics and performance.  

 

Responsibilities: 

• Responsible for developing and articulating a clear, compelling vision and strategy to transform the patient experience and foster trust across the consumer and patient journey for the Enterprise. 

• Responsible for implementing, managing and evaluating the CCHS Patient Experience strategy, ensuring enterprise alignment on key strategies, initiatives and processes to drive improvement and ensure we achieve our strategic goals. 

• Oversee PE operations, including team