Employment Type:

Full time

Shift:

Day Shift

Description:

The Director for Patient & Family Centered Care will have oversight for the patient and family centered priorities of Loyola Medicine as well as Saint Joseph Health System.  Loyola Medicine, based in Chicago, IL consists of 3 hospitals (Loyola University Medical Center 547 beds, McNeal Hospital 374 beds, and Gottlieb Memorial Hospital 247 beds).  Loyola Medicine employees over 9000 employees, with an annual revenue of approximately $1.9B. Saint Joseph Health System is located in Mishawaka, IN and consists of 2 hospitals (Saint Joseph Regional Medical Center 254 beds and Plymouth Medical Center 58 beds).  Saint Joseph employees over 2300 employees, with an annual revenue of approximately $400M.

The position will be based out of Westchester, Illinois, and will require regular travel to all sites of care. Relocation assistance is provided. Travel is required to manage both Illinois and Indiana hospitals.

POSITION PURPOSE:

The Director for Patient & Family Centered Care will be the senior leader overseeing the planning and delivery of a patient and family centered models of health care in all clinical and non-clinical settings.  The patient and family centered model of health care will include leading cultural initiatives that link the current organizational priorities, such as clinical outcomes, colleague engagement, and financial performance, with those of how our patients, families, and customers experience the delivery of health care. The director will provide administrative leadership for the departments of: patient experience, volunteer services, patient relations, interpreter services, and guest relations. In addition, the Director for PFCC will lead the integration of the Patient and Family Advisory Council (PFAC) into organizational priorities. The Director for P&FCC will have a solid line reporting structure to the regional Vice President of Clinical Excellence.

ESSENTIAL FUNCTIONS:

QUALITY IMPROVEMENT: Leads the development, implementation, assessment and continuous improvement of a comprehensive, region-wide patient and family experience program that is aligned with the strategic priorities of the region and selected sites of care.   Integrates traditional efforts to improve experience to create a premier, data-driven experience program that includes all departments, divisions, programs and all sites of care supports and where necessary.   Actively communicates improvement activities and knowledge throughout the region and system. Facilitates creation of new knowledge in professionally credible research and by presenting results in appropriate local, regional and national forums. Monitors performance against organizational targets and national benchmarks as defined by national quality programs including, but not limited to, Leapfrog, CMS Star rating, commercial payor performance metrics, and U.S. News and World Report

REGULATORY COMPLIANCE, ACCREDITATION, AND POLICY: Leads efforts to maintain continuous readiness in regard to patient relations, grievances, and other required services (such as language serves) with all regulatory and accreditation requirements from agencies including CMS, TJC, and state/city/county public health departments. Ensures that accreditation and regulatory data reporting is completed in a timely, accurate and appropriate manner that meets the needs of all relevant agencies. Oversees communication plans and documentation to support regulatory compliance priorities and initiative.  Keeps personally informed of changes to regulatory and accreditation requirements to ensure organizational compliance. 

DATA ANALYTICS AND MANAGEMENT: Oversees the collection, analysis, and reporting of data, including dashboards and reports that leads to an information rich environment. This will support continuous measurement and improvement of patient experience data sets. Implements systems to ensure ready access, understanding, education and use of data required to support a continuous learning and improvement environment. Oversees assessment and reporting of key processes and outcomes and applies appropriate analytical and statistical methodology to ensure that reports are accurate, valid and useful.

ORGANIZING RESOURCES: Develops and implements an organizational structure that will achieve necessary outcomes throughout the region.  This includes recruiting, hiring, evaluating, and holding accountable colleagues that fall within scope and span of leadership. Develops and implements policies and management/operational structures to ensure patient and family service excellence is enhanced.

PLANNING: Guides strategic planning activities and the development of hospital/regional goals. With the regional exe