Employment Type:

Full time

Shift:

Day Shift

Description:

On-site position

The Regional Manager of Patient Experience provides leadership to enhance the transparency and accountability of all Patient Experience (PX) action plans in the areas supported. They ensure that PX data meets the needs of all physicians, department and site members of the healthcare team. This position is responsible for the services provided throughout the Regional Health Ministry (RHM), including all ambulatory sites.  RHM is defined for this position as all sites in the states of Illinois and Indiana.  The position focuses on developing and improving the knowledge and understanding of PX data, best practices and coaching leaders on implementation of well-developed action plans that achieve results. 

This position contributes to the growth and development of colleagues throughout the region by facilitating a variety of experience training, as determined by system and organizational needs (e.g. ICARE).   This position is responsible for improving the quality of communication regarding PX, ensuring cost-effective use of resources, standardization of approaches within the RHM and collecting and utilizing data in program management.

The Regional Manager of Patient Experience has a significant role in collaborating with Senior Leaders and Managers of all departments, in order to align PX action plans with organizational priorities such as quality and patient safety and assists leadership in the assessment and efficacy of said action plans.

Position Responsibilities:

PEOPLE CENTERED CARE:

Ensures day-to-day regional operations provide data and information to leaders in order to improve the patient experience in all sites of care. Rounds regularly with leaders to support implementation of effective practices, evaluate outcomes, provide service recovery, and identify ongoing opportunities for improvement.

ENGAGED COLLEAGUES:

Ensures that departments receive the information they need to update the daily huddle processes, rounds at various Tier 2 and 3 huddles, and works with other colleagues to identify opportunities for recognition of staff and physicians. Provides training and education during new colleague orientation and plays a significant role in the onboarding of new managers regarding the patient experience challenging but achievable goals. 

OPERATIONAL EXCELLENCE:

Participates in leadership meetings throughout the health ministry in order to facilitate understanding and utilization of PX data and provide input into the development of tactical and strategic plans designed to exceed organizational objectives.

PHYSICIANS and CLINICIANS:

Partners with Inpatient Units, Ambulatory Clinics, Physician Groups and Hospital Departments to enhance understanding of PX principles and action planning designed to break down barriers. Ensures that supported departments are aware of Key Drivers for Performance, targets for coming year, and performance required to attain goal, top quartile and top decile performance. 

LEADERSHIP NATIONALLY:

Maintains awareness of best practices in the industry and participate in TH groups to share and learn from best practices. Work with Reg Director to develop annual plan for improvement in services 3 months in advance of budget preparation, and in order to have input into quarterly forecasting.

EFFECTIVE STEWARDSHIP:

Achieves or exceeds organizational objectives regarding cost management. Has input into policies/procedures that ensure cost-efficiency and enhance productivity and availability of services. Partners with Qualtrics, Press Ganey and other vendors to develop the kind of auto-generated reports that will reduce the need for some analytics work, and manual work on the part of leadership.

What's required:

• Bachelor's degree OR equivalent training acquired via work experience.    Master's degree preferred.
• 5 - 7 years of previous job-related experience as a patient experience leader. 10+ years preferred.
• 3-5 years of managerial experience.
• Lean Certification preferred.

Loyola, we know you’re more than your job. We see you and all of your potential. That’s why we invest in our people. Clinical advancement programs, flexible scheduling, tuition reimbursement and day one benefits… at Loyola, what’s important to you, is important to us. Join our family.

• Benefits from Day One
• Daily Pay
• Competitive Shift Differential Pay
• Career Development
• Tuition Reimbursement
• On Site Fitness Center (Gottlie