Assistant Director, Office of the Patient Experience

Iowa City - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

The Office of the Patient Experience at University of Iowa Health Care has an opening for a full-time Assistant Director. The Assistant Director is responsible for developing and implementing programs that align with the University of Iowa Health Care mission vision and strategic goals in order to enhance the patient family and guest experience. Scope contains multiple areas including but not limited to: Patient Experience Improvement Team Spiritual Services Interpreter Services and Patient Education at UI Health Care. This position reports directly to the Director Office of the Patient Experience. Functional and administrative supervision is exercised over the professional and hourly staff in Patient Experience Improvement Team Spiritual Services Interpreter Services and the Patient Education Program.

This role manages the personnel operations and financial aspects of each area within its scope. This individual will:

Be responsible for the implementation of initiatives deemed necessary to achieve service excellence objectives established by the Director of the Office of Patient Experience and Senior Leadership.
Be responsible for role-modeling and representing service excellence throughout UI Health Care.
Lead or assist with the development and implementation of UI Health Care strategy to achieve top ten percentile ranking.
Be responsible for overseeing the day-to-day operations of the Patient Experience Improvement Team Spiritual Services Interpreter Services and the Patient Education Program and supervising its personnel.
Be responsible for administrative oversight of Patient Experience Improvement Team Spiritual Services Interpreter Services and the Patient Education Program.
Be a change agent for improving the patient experience in all areas (units clinics and procedural/lab/imaging areas) within UI Health Care through an interdisciplinary approach to performance improvement.

The successful candidate will demonstrate:

Experience in effectively coaching influencing collaborating and consulting with individuals at all levels of the organization.
A strong sense of personal accountability passion and ownership for achieving sustained patient experience excellence across the health system.
Strong advisory and influencing skills including with physicians and senior leadership.
Flexibility to work within a fast-changing environment and cope with degrees of ambiguity
Ability to create/maintain a culture of accountability and service excellence.
Capability to identify problems/opportunities and set goals for service development and improvement.
Ability to complete projects/tasks within agreed-upon times and with a high degree of quality.
The ability to inspire and initiate innovative thinking surrounding patient experience at UI Health Care.
Strong group facilitation and conflict management skills and a demonstrated ability to unite individuals around a common goal.
Ability to design and deliver impactful presentations to broad audiences.
Strong advisory and influencing skills including with senior leadership.
Flexibility to work within a fast-changing environment and cope with degrees of ambiguity.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

Collaborate in the development of long-term strategies and methodologies for evaluation of processes and outcomes across the continuum of care including measurement analysis and reporting of data used in improving processes to optimize the patient experience.
Ensure the transparent delivery of patient experience metrics to key stakeholders on a regular basis.
May assist in the development of a strategic vision and operational plan to set UI Health Care service excellence goals and develop a strategy to achieve them.
Serve as an institutional resource on performance improvement methods and training within service excellence.
May collaborate closely with Human Resources throughout UI Health Care to achieve service excellence
Oversee the operational needs of the Patient Experience Improvement Team Spiritual Services Interpreter Services and the Patient Education Program.
Maintain and ensure each area meets regulatory standards and work with internal and external stakeholders to continue positive growth reputation and effective delivery of services to patients families and colleagues.
Develop and maintain relationships with clinical and hospital leaders and staff to facilitate service excellence achievements outlined by the Office of the Patient Experience and UI Health Care Leadership.
Organize and direct internal educational programs for staff throughout UI Health Care
Assist in the development and advancement of the Patient and Family Advisory Board
May represent the Patient Experience on UI Health Care committees.
Lead the development implementation and evaluation of strategic plans to improve service excellence to patients families visitors and staff related to the Patient Experience Improvement Team Spiritual Services Interpreter Services and the Patient Education Program.
Foster a culture of exceptional customer service throughout UI Health Care.
Establish consistent communication with staff regarding management leadership organizational and committee activities.
Identify current and future trends in Patient Experience Improvement Team Spiritual Services Interpreter Services and the Patient Education Program and work with colleagues and other resources to continue growth accessibility and positive impact of programs.
Provide administrative leadership to professional and support staff.
Maintain a climate of:
- learning that promotes the professional growth of staff
- recognition and appreciative coaching that promotes employee engagement and performance improvement
- a culture of accountability and service excellence
Develop and directly oversee departmental budgets and monitor and control expenditures.
Oversee contracting of external vendor agreements including but not limited to Globo Hands-up Press Ganey WebMD Ignite etc.
Serve as the primary contact for vendors related to Patient Experience Improvement Team Spiritual Services Interpreter Services and the Patient Education Program communicating information in a bi-directional manner.
May assist with the delivery of data and presentation of information to UI Health Care Leaders clinical departments units and individual providers.
May oversee or assist in the active engagement of individual providers and staff in improving their patients experiences through transparent sharing of individual data and developing and operationalizing a multidisciplinary plan of improvement.
Oversee personnel functions in accordance with University of Iowa and University of Iowa Healthcare policies Collective Bargaining Agreements and Affirmative Action policies and procedures.
Make decisions regarding selection appointment promotion and discipline of all staff in keeping with UI Health Care and university policies and procedures.
Monitor advocate and direct the appropriate use of resources including staffing equipment and space needs required for continued operation and effective performance of departments managed.
Organize and coordinate internal educational programs for office staff.
Prepare materials for presentations distribution or publications pertaining to services and/or related initiatives regarding service excellence.
Maintain statistical records and prepare special periodic reports on the activities of departments.

Percent of Time:100% (full-time)

Location:This position is located at the University of Iowa Health Care Medical Center 200 Hawkins Drive Iowa City Iowa

University classification:Support Services Director (PVD4)

Salary level 6A. Starting salary will be commensurate with the candidates qualifications and relevant experience. To view the entire salary range for 6A: Professional and Scientific Pay Structures University Human Resources - The University of Iowa ()

Type of Position:At-Will; Highlights: Fringe benefit package including paid vacation; sick leave; health dental life and disability insurance options; and generous employer contributions into retirement information regarding the full benefits package may be viewed at: UI Health Care: The University of Iowa Health Care Medical Centerrecognized as one of the best hospitals in the United Statesis Iowas only comprehensive academic medical center and a regional referral center. Each day more than 12000 employees students and volunteers work together to provide safe quality health care and excellent service for our patients. Simply stated our mission is: Changing Medicine. Changing Lives.

Required Education and Experience:

A bachelors degree in Hospital and Health Administration Public Health or Business Administration with a minimum of 5 years related administration or management experience or a masters degree in Hospital and Health Administration Public Health or Business Administration with a minimum of 3 years related administration or management experience
Demonstrated excellent written verbal and interpersonal communication skills.
Demonstrated job related experience with as a trainer coach or training program manager at an academic medical center.
Demonstrated job related experience employing adult learning principles and a variety of training methods in program design selecting the appropriate method based on the intended group of participants.
Demonstrated job-related experience in creating a positive work environment that demonstrates a focus on service excellence principles.
A strong history of collaboration and the ability to work with executive leadership and clinical department staff members.
Leadership and supervisory skills supporting collaboration and problem-solving with demonstrated focus on staff development and retention.
The ability to analyze and report data using a variety of metrics and tools to generate accurate and timely information.
Ability to understand and manage budgets.
Demonstrated proficiency in Microsoft Office Suite including Word PowerPoint and Excel
Professional job-related experience fostering or promoting a welcoming and respectful work/academic environment where people of all backgrounds and perspectives feel welcomed and appreciated; or demonstrated ability to do so is required.

Desired Experience:

Previous work experience/leadership experience at an academic health center is desired
Some knowledge of the University of Iowa and UI Health Care policies procedures and regulations is desired.

Application Process:

Applicants must upload a current resume/CV and a cover letter that clearly addresses how they meet the listed required and desired qualifications of this position.
Job openings are posted for a minimum of 7 calendar days. Applications will be accepted until 11:59 PM onSeptember 10 or on date of closing.
Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check.
Professional references will be requested at a later step in the recruitment process.
This position is not eligible for University of Iowa sponsorship for employment authorization.
For questions contact Heidi Bodensteiner at

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Director

The Office of the Patient Experience at University of Iowa Health Care has an opening for a full-time Assistant Director. The Assistant Director is responsible for developing and implementing programs that align with the University of Iowa Health Care mission vision and strategic goals in order to e...