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CommonSpirit Health System Director Patient Experience in ENGLEWOOD, Colorado

Overview

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S., from clinics and hospitals to home-based care and virtual care services, CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources, CommonSpirit is committed to building healthy communities, advocating for those who are poor and vulnerable, and innovating how and where healing can happen, both inside our hospitals and out in the community.

The System Director, Patient Experience Operations is an enterprise-level role responsible for the daily operations of patient experience surveying, data transfer, vendor relations and all aspects of sampling methodology. This role is a key liaison between Patient Experience operations, clinical analytics, business intelligence and vendors across the care continuum at CommonSpirit Health. This position provides leadership for all provisioning of patient experience analytic resources and is a subject matter expert in patient experience analytics.

This position functions within the Clinical Services Group and reports to the System Vice President for Patient Experience – Acute Care with matrix reporting to the System Vice President Patient Experience – Ambulatory Care. Maintains relationships and partnerships with patient experience third party vendors, Patient Experience Improvement team, Clinical Analytics, and Business Intelligence.

This position is responsible for leading a bi-weekly operations meeting with all stakeholders and makes recommendations for operational improvements, analytic and sampling strategy and has a key role in responding, triaging and resolving market issues associated with patient experience analytics, sampling, provisioning and all concerns related to patient experience operations.

Responsibilities

  • Provides leadership and facilitation for bi-weekly System Patient Experience Operations meeting (with delegated authority for operational decisions by Patient Experience Governance)

  • Responds to all market requests and triages to appropriate problem-solving function (BI, CA, PEX, third party vendors). Facilitates appropriate f/u to the bi-weekly operations meeting

  • Leads enterprise education and implementation of all operational reporting from third party vendors or clinical analytics.

  • Leads and facilitates all transitions of expanded services or changes to survey mode

  • Leads and provides oversight for sampling plan methods and strategy

  • Leads and provides oversight for Patient Experience vendor provisioning of resources

  • Subject Matter Expert for all Surveys with complete understanding of use case for each. Makes recommendations to patient experience steering committee, operations and governance on survey strategy.

  • Collaborates with the national Clinical Analytics team and third party approved vendors to ensure the patient experience agenda is advanced through all functions and geographies at CommonSpirit Health.

  • Ensures integration of patient experience solutions and activities across the continuum of care by collaborating with appropriate stakeholders.

Benefits Include: Benefits include Medical, Dental, Vision, Paid Time Off, Holidays, Retirement Program, Disability Plans, Tuition Reimbursement, Adoption Assistance, Employee Assistance Program (EAP), Discount Programs, Life Insurance Plans, Worker Compensation, Dress for Your Day Policy, Voluntary Benefits.

Compensation Range: $54.12 to $70.36, hourly rates annualized.

Position is eligible for incentive pay based on company performance.

Qualifications

Education

  • Bachelor’s Degree in a health-related, business or analytics field required.

  • Master’s Degree preferred.

Experience

  • A minimum of 7 years related experience and 5 years leadership experience within a large, complex healthcare environment.

  • Leadership experience should include ability to problem solve and critically think through multifaceted issues relating to patient experience.

  • Solid understanding of all reporting aspects of patient experience and can resolve questions and direct customers (markets) appropriately.

  • Experience in a multi-site environment is required.

  • Strong Communication with understanding of regulatory changes in the patient experience industry.

  • Key national contact for market issue resolution of patient experience issues.

  • Successful track record, in a leadership role, leading change to improve and enhance patient experience analytics and surveying strategy.

  • Effective leader working across multiple disciplines.

  • Demonstrated ability to work within/through ambiguity and significant change.

  • Experience working in an organization that has gone through significant growth and merger activities is preferred.

  • Demonstrated ability to work collaboratively and effectively with a wide variety of professionals.

  • Excellent leadership, communication and operating skills, including skills with problem resolution.

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CommonSpirit Health participates in E-verify.

Requisition ID 2020-144079

Employment Type Full Time

Department Patient Experience

Hours / Pay Period 80

Facility CATHOLIC HEALTH INITIATIVES

Shift Day

Standard Hours Monday - Friday (8:00AM - 5:00PM)

Work Schedule 8 Hour

Location CO-ENGLEWOOD

Equal Opportunity CommonSpirit Health™ is an Equal Opportunity/ Affirmative Action employer committed to a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, parental status, ancestry, veteran status, genetic information, or any other characteristic protected by law.

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