VP, Patient Experience

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

Job Description Summary:

JOB SUMMARY  
The VP of Patient Experience will lead the “Human Centered” customer experience strategy for the organization to realize the goal of the consumer experience being OhioHealth’s differentiator in the market. The executive will define the customer service strategy, service standards, behavior expectations and elevate a customer centric culture based on proven world class service companies and OhioHealth consumer insight research.

Serves as a key leader in support of developing and executing the strategic and tactical plan for providing a consistently exceptional world class customer experience for patients, families, and guests across all touch points and interactions in the organization leveraging a multifaceted approach encompassing leadership and cultural engagement, service excellence, and continuous improvement.

Accountable for the hospitality/concierge structure leveraging best practices from both inside and outside of healthcare, including providing strategic leadership and the direct supervision of key front facing customer operations, service ambassadors, concierge/hospitality services, concern/grievance management, and customer experience consultant functions.

The VP of Patient Experience will lead, in partnership with operational executives, the patient experience for hospitals, ambulatory care facilities, and employed physician practices including ensuring execution of patient experience plans, initiatives, and standards to achieve the annual balanced scorecard measures for OhioHealth.

The VP of Patient Experience will also work closely with physician, nursing, clinical, and executive leaders to make sure that clinical excellence, patient safety, employee engagement, and service excellence plans are cohesive and aligned.

The VP of Patient Experience will lead OhioHealth's compliance with Section 1557 of the Affordable Care Act, ensuring nondiscrimination in health programs and activities by implementing and overseeing policies, procedures, and grievance processes. This role will serve to manage effective communication and reasonable modifications for individuals with disabilities and deliver necessary training for relevant associates. The VP will partner with Language Services leadership to promote language access and effective communication for Limited English Speaking individuals. The VP will collaborate with Medical Staff leadership, Legal Counsel, Human Resources (including Inclusion and Belonging), Provider Wellbeing, Medical Education leadership, Protective Services and others to address and prevent discrimination, monitor outcomes, and take corrective actions as necessary.

The VP of Patient Experience will have a dual reporting relationship with the Chief Administrative Officer (future Chief Experience Officer) and the Chief Operating Officer. The role will also need to integrate closely with the Chief Nursing Executive.

The operational delivery team will also have a dual reporting relationship to the VP of Patient Experience and the following roles: care site Presidents, Chief Nursing Officers, OhioHealth Physician Group leadership to ensure full operational alignment, integration and ownership.

Responsibilities And Duties: