Chief Patient Experience Officer
Chief Patient 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
Current Employees:
If you are a current Staff Faculty or Temporary employee at the University of Miami please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet please review this tip sheet.
CORE JOB SUMMARY
The Chief Patient Experience Officer of the University of Miami Health System (UHealth) oversees the overarching planning and operational management of patient/consumer experience for all hospitals satellites clinics and patient care sites for UHealth. The position is responsible for building a patentcentric culture by organizing supporting and enhancing service experience across all facilities that is consistent with UHealths tradition of excellence in patient care. The position will drive revenue and growth by making strategic improvements to UHealths patient/consumer experience focusing bringing innovation to the digital experience of patients/consumers and developing an endtoend patient/consumer experience framework. In addition the position will foster brand and patient loyalty and drive a patientcentric approach to business operations.
CORE JOB FUNCTIONS
- Leads and directs patient experience services for UHealth in alignment with UHealths strategic goals and operational needs.
- Researches patients/consumers to create journey mapping utilizing a deep understanding of who our patients/consumers are what drives them and all the critical touchpoints consumers have with UHealth and how they can be optimized to improve loyalty/retention.
- Creates frameworks policies and initiatives designed to ensure patients are satisfied. Identifies points of friction and designs/implements experience solutions into business operations.
- Collects data/feedback including the voice of the patient/staff/family to measure the impact of the patient experience.
- Aligns the employee and patient experience to empower the workforce to make patientled decisions.
- Integrates and standardizes patient experience services throughout UHealth while focusing on quality improvement practices.
- Collaborates with physician nursing ancillary and administrative leadership to develop a multidisciplinary approach to patient experience.
- Collaborates with human resources to ensure the employee experience is aligned to promoting an optimal patient/consumer experience through appropriate rewards and recognition.
- Develops the framework for a shared vision for patient/consumer experience which instills a culture of service excellence hospitality ownership and results across UHealth.
- Drives revenue and growth by making strategic improvements to UHealths patient experience programs and building a patientcentric culture.
- Creates frameworks policies and initiatives designed to ensure patients are satisfied while identifying points of friction and implementing solutions. Monitors national CAHPS HCAHPS and patient experience trends and federal requirements identifying strategies used by top performing organizations to be successful.
- Supports an environment of transparency shared and contextualized decisionmaking and trust.
- Creates and executes a strategy for expansion of patient experience services to new sites which includes digital innovation and the digital experience for patients.
- Ensures compliance with all applicable federal state and local laws regulations and rules relating to the engagement or inducement of patients including but not limited to the Federal AntiKickback Statute (AKS) and the Federal Civil Monetary Penalties Law (CMP) and seeks guidance from UHealth Compliance Risk Management or Legal as needed.
- Ensures internal control oversight safeguarding of assets compliance with University policies and procedures reliability of internal and external reporting and efficiency and effectiveness of operations. Creates an effective control environment conducts risk assessment implements and monitors controls.
This list of duties and responsibilities is not intended to be allinclusive and may be expanded to include other duties or responsibilities as necessary.
CORE QUALIFICATIONS
Education:
Bachelors degree in a related field required.
Certification and Licensing:
N/A
Experience:
Minimum 10 years of relevant experience.
Knowledge Skills and Attitudes:
- Knowledge of the use of Artificial Intelligence (AI) and automation to improve the patient experience.
- Knowledge of survey process methods and experience in managing and reporting performance metrics.
- Ability to work with a variety of disciplines and levels of staff including medical staff and across departments.
- Familiarity with managing multiple projects in a high matrixed and complex environment.
- Demonstrated understanding of contemporary and progressive service excellence methodology.
- 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.
- Commitment to the Universitys core values.
The University of Miami offers competitive salaries and a comprehensive benefits package including medical dental tuition remission and more.
UHealthUniversity of Miami Health System South Floridas only universitybased health system provides leadingedge 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 subspecialties 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. Were the challenge youve 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:
H24Required Experience:
Chief
Employment Type
Full-Time
