Director, Patient Experience (H)
University of Miami

Job Info

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The department of Patient Experience has an exciting opportunity for a full-time Director, Patient Experience to work on the UHealth campus. The Director, Patient Experience assists In the development of an integrated patient-focused service plan, in collaboration with system-wide leadership, and supports initiatives that create a positive experience for all patients and guests. The Director, Patient Experience measures, monitors, and assessing the outcomes of all patient experience initiatives.

CORE JOB FUNCTIONS

• Develops an integrated patient focused customer service plan, including vision, mission, business case, strategy, deliverables, project execution, measurement, and results. Gathers feedback through interaction with patients and hospital staff and utilizes information gathered to spearhead improvements.
• Works in partnership with the Senior Leadership, on patient/member experience program, development, validation, implementation, training, and special projects on a system-wide level. Meets regularly with leadership to discuss patient experience, key performance indicators, opportunities for improvement, and to resolve any issues.
• Develops and administers policies and procedures that provide a high level of quality care and services for patients and their families. Optimizes system outputs by evaluating and increasing the effectiveness and efficiency for meeting patient experience needs and expectations.

Department Specific Functions

• Responsible for all business and administrative functions for ambulatory practices located at Bascom Palmer Eye Institute, Sylvester Comprehensive Cancer Institute, and all ambulatory practices located throughout UHealth.
• Travels at least four days a week to different sites.
• Manage and address patient escalations, find solutions and implement change when needed
• Supports leadership at all sites, attends meetings, and addresses operational issues.
• Manages multiple complex projects as directed by the leadership.
• Works in partnership with the Senior Leadership on patient experience program, development, validation, implementation, training, and special projects on a system-wide level.
• Supports the likelihood to recommend metrics and works collaboratively to implement best practices.
• Works closely with internal and external parties to manage and facilitate high-visibility processes and projects
• Develop, manages, or update current policies or standard operating procedures.
• Handles all high-level complaints and grievances when patients or families request leadership intervention that staff cannot resolve.
• Oversight of all projects, tools, or programs involving Patient Experience or improvement projects.
• Ensures compliance with all regulatory and accrediting agencies' requirements.
• Collaborating with other department leaders to define, prioritize, and develop a project
• Process improvement with a focus on streamlining our processes
• Create PowerPoints, dashboards, and reports as directed
• Create and organizes high-level meetings, including agenda, minutes, and handouts
• Supports staff growth, mentorship, reward, and recognition.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, as necessary.

CORE QUALIFICATIONS

• Master's degree in related field.
• Minimum 3 years of relevant experience.

Knowledge, Skills and Attitudes:

• Knowledge of business and management principles
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish department goals and objectives that support the strategic plan.
• Ability to effectively plan, delegate and/or supervise the work of others.
• Ability to lead, motivate, develop, and train others.

Any appropriate combination of relevant education, experience and/or certifications may be considered.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:Full timeEmployee Type:StaffPay Grade:H16

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