AVP - Patient Experience

We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate, and innovate.  We believe that every award earned, every record broken and every patient helped is because of the dedicated employees who fill our hallways. 

At Ochsner, whether you work with patients every day or support those who do, you are making a difference and that matters.  Come make a difference at Ochsner Health and discover your future today! 

This job is responsible for the leadership, design and implementation of initiatives to promote a culture of patient centered care which emphasizes outstanding service and compassion. Represents the voice of the patient and collaborates with senior leaders, medical staff and departmental directors to ensure that all patient experiences embody the highest degree of service and compassion. The scope of this role includes: developing and implementing on-going service excellence strategy to create a service excellence culture, driving improvement efforts impacting local and enterprise patient experience, data analytics and benchmarking to measure and monitor the outcomes of all patient experience initiatives, and education/ collaboration with system and local leaders to advance best practices in service excellence. This position participates actively with system leadership to achieve system goals; collaborates with organization leaders in designing, providing and evaluating patient and family experience initiatives; seeks out best practices; participates with organization leaders to develop targeted action plans to implement improvement strategies, works closely with organizational leadership in all venues of care to establish short and long term strategic priorities, and continuous monitors key performance indicators to measure the success of system-wide patient experience initiatives.

Education

Required - Bachelor’s degree in Nursing, Marketing, Organizational Development or related field

Preferred - Additional degrees,  business training experience and/or certifications may be combined to meet minimum qualifications.

Work Experience
Required - 8 years progressively responsible experience in healthcare &/or service excellence.
Experience in measuring, monitoring, and driving action plans to improve HCAHPS, CMS and patient satisfaction surveys.
Experience with large-scale change management.
Experience developing senior level presentations and design and implement strategies focused on performance improvement.

Certifications

Preferred - PM

Knowledge Skills and Abilities (KSAs)

• Must have computer skills, be proficient with Windows-style applications, and various software packages specific to the role.
• Knowledge of performance improvement principles and methodology.
• Excellent organizational skills.
• Effective verbal and written communication skills and the ability to present information clearly and professionally.
• Excellent time management skills and self directed.
• Demonstrates good judgment conflict resolution skills.
• Excellent interpersonal and leadership skills.

Job Duties

• Service-Excellence Culture Development.
• Performance Improvement Initiatives.
• Data Management and Analytics.
• Education and Coaching to Advance Best Practices.
• Other related duties as required. 

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns.

The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
 

Physical and Environmental Demands

The physical essential functions of this job include (but are not limited to) t