Senior Director of Service Chief Experience Officer
Senior Director of Service Chief Experience Officer
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
GENERAL SUMMARY/ OVERVIEW STATEMENT:
The Senior Director of Service/Chief Experience Officer is a highly skilled professional with a demonstrated track record of progressive experience in leading and developing service excellence improvement and patient and family centered care programs. The incumbent is responsible for implementing a strategy that will help transform one of the nations most respected healthcare institutions into a leader in service and patient experience.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
The Senior Director of Service/Chief Experience Officer will be the most senior service and patient experience leader at MGH/MGPO. He or she will support MGH/MGPO efforts to redefine service and patient experience by developing a cohesive and standardized service excellence program. The Senior Director of Service/Chief Experience Officer is a progressive pragmatic leader with significant experience and expertise in service excellence strategy program development metrics and benchmarking.
The Senior Director/Chief Experience Officer will collaborate with senior leaders medical staff departmental directors managers and supervisors to ensure that all patient experiences at MGH embody the highest degree of service and compassion. He or she will work to transform patient experience at MGH through planning organizing implementing evaluating and leading initiatives that provide exemplary experiences for patients and families. As a role model for MGHs Mission Credo and Service Standards the Senior Director/Chief Experience Officer also advocates for and seeks to represent the voice of the patient in all MGH endeavors providing strategic leadership for the development of initiatives that promote service and patient and family engagement. Responsibilities include:
1. Fosters and embeds a culture of Patient Centered Care and outstanding customer service throughout MGH. Nurtures a culture of passion and commitment for exemplary patient experiences in all patient and family encounters.
2. Chairs the MGH Patient Experience Leadership Council (PELC). Develops a comprehensive service strategy in consultation with the PELC. Directs implementation of the strategy across the MGH continuum.
3. Synthesizes data related to the patient experience including but not limited to Patient Satisfaction Surveys written and verbal patient compliments and complaints and qualitative data from multiple sources. Demonstrates expertise in data analysis and synthesis.
4. Presents data to all levels of the organization from senior leaders to front line staff. Understands national and regional benchmarks. Works with leadership to set targets and identify goals for improvement.
5. Participates on behalf of MGH in relevant benchmarking and goal setting at the Partners level. Coordinates efforts across MGH and the MGPO to reach identified goals. Coordinates external benchmarking projects and collaborative opportunities with external agencies related to patient experience.
6. Identifies and drives institutional improvement strategies based on in depth data analysis. Measures monitors and assesses the outcomes of all initiatives. Collaborates with all MGH and MGPO leaders to achieve goals that exceed internal and national benchmarks.
7. Investigates and disseminates information on best practices related to patient experience from external sources. Is a resource for proven improvement strategies that lead to favorable outcomes. Supports front line leaders and caregivers in implementation of best practices.
8. Coordinates training programs related to patient experience and service improvement. Fosters ongoing operation and growth of MGHs Service Academy and its training offerings.
9. Implements creative strategies for staff engagement and integration into all initiatives to improve the patient and family satisfaction with care. Supports and implements reward and recognition events and programs for outstanding and compassionate care and outcomes.
10. Assures that patient family and staff education programs align with a culture of patient centered care. Creates policies and protocols that enhance the patient experience. Coaches leaders and staff in their interpersonal interactions.
11. Represents MGH at state and national programs and committees related to the Patient Experience. Seeks to advance the field of patient experience improvement in research and publications.
12. Provides fiscal oversight for service excellence departments including creation of budgets managing funds and monitoring budget performance.
13. Creates a positive work environment supports professional development role models patient centered care and MGHs Service Standards.
14. Provides leadership and coordination for the organizations PFACs. Supports growth of PFACs and increased diversity in PFAC membership. Facilitates patient and family involvement in key initiatives across the MGH and MGPO.
15. Oversees the organizations Referral Management Office. Works to assure and improve the experience for referring providers and the patients. Develops and promulgates standards for effective referral management. Provides assistance to areas seeking to improve referral management. Works with Network Development colleagues in nurturing effective relationships with community providers and affiliates.
16. Oversees the MGH Visitor Education Program. Assures program quality and promotes programming and related revenue generation.
17. Oversees the Physician Leadership Program. Participates in planning for physician training and education programs. Advocates for effective management and optimized use of MOC and related programs.
18. Provides project support and leadership for priorities identified in the MGH/MGPO strategic plan as needed and requested. Leads initiatives identified in the annual plans for the Performance Improvement Division or Patient Care Services as needed and requested.
SKILLS & COMPETENCIES REQUIRED:
The Senior Director of Service/Chief Experience Officer will possess significant experience in the training of service improvement methodologies in a variety of industries and be passionate about service. He or she will be a strong communicator who possesses analytical skills with the ability to assess complex situations and define opportunities for service enhancement.
Key skills and competencies include:
Strong verbal and written communication
Public presentation
Data collection and analysis
Healthcare management and operations
Principles of patient and family centered care
Service improvement techniques and best practices
Project and process management
Quality improvement techniques and best practices
Training and staff and leader development approaches
Strategic and business planning
Patient engagement approaches
Customer relationship management approaches
Staff supervision and budget management
SUPERVISORY RESPONSIBILITY
Direct: Supervises all employees in the Service improvement team. Supervises leaders of VEP Referral Management and Physician Leadership programs.
Indirect: Provides support for employees reporting to direct reports named above
Nonemployees: Works closely with volunteers and PFAC members
Masters degree in business administration quality management organizational development or a related field required.
A minimum of 710 years of experiencein service improvement in healthcareor related industry is required. Experience in complex environments like Academic Medical centers a plus. Familiarity with healthcare operations a plus.
Required Experience:
Chief
Employment Type
Full-Time
