Regional Manager, Patient Experience

Full time

Shift

Description:

Provides leadership to enhance the transparency and accountability of all Patient Experience (PX) action plans in the areas supported. Ensures that PX data meets the needs of all physician, 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. The position focuses on developing and improving the knowledge and understanding of PX data and best practices. It also coaches 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. AIDET, HEART). 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. This position has a significant role in collaborating with Senior Leaders and Managers of all departments, in order to align PX action plans with Patient Safety and Lean methodology, and assists leadership in the assessment of the performance of leaders and the efficacy of said action plans.

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 (monthly) with leaders in supported departments to reinforce the use of Lean for PX results, and gather aggregated information regarding the defects taking place in the patient experience and opportunities for improvement. Coaches leadership in the development of action plans to improve and sustain improvement. Identifies regular opportunities to recognize best practice throughout the ministry.

ENGAGED COLLEAGUES: Ensures that departments receive the information they need to update the daily huddle processes, rounds at various Tier 1 and 2 huddle, 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. Shares best practices and system recommendations for colleague engagement, and knows the results of colleague engagement and safety in the supported departments.

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. Ensures that all information provided to leadership is accurate, timely, validated and communicated in a way to enable creation of a robust action plan. Works in partnership with physicians, clinical sites, hospital departments in order to exceed organizational, and system goals for the PX. Partners with the Regional MGR of Volunteer Services, in order to participate in supported site Patient and Family Advisory Committees (PFAC), and ensures that PFAC input is a key part of all action plans.

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. Demonstrate a continual improvement in the nature and substance of PX information offerings, making sure the voice of the customer is always considered through comment analysis.

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. Develops best practices and presents at the system and national level. Submits one presentation application annually in partnership with a supported department/service line.

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.

Minimum Education

Position Requirements:

Required: Bachelors Degree OR equivalent training acquired via work experience or education

Preferred: Masters Degree

Specify Degree(s): Bachelors Degree OR equivalent training acquired via work experience or education

Minimum Experience

Required: 5 – 7 years of previous job-related experience as a patient experience leader

Preferred: 7 – 10 years of previous job-related experience as a patient experience leader

Licensure/Certifications

Preferred: Lean Certification

Trinity Health’s Commitment to Diversity and Inclusion

Trinity Health employs about 133,000 colleagues at dozens of hospitals and hundreds of health centers in 22 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Trinity Health’s dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.

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