Job Description

Chief Patient Experience Officer page is loaded

Chief Patient Experience Officer

Apply locations Miami, FL time type Full time posted on Posted 30+ Days Ago job requisition id R100083023

Current Employees:

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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 patent-centric culture by organizing, supporting, and enhancing service experience across all facilities that is consistent with UHealth’s tradition of excellence in patient care. The position will drive revenue and growth by making strategic improvements to UHealth’s patient/consumer experience, focusing bringing innovation to the digital experience of patients/consumers, and developing an end-to-end patient/consumer experience framework. In addition, the position will foster brand and patient loyalty and drive a patient-centric approach to business operations.

CORE JOB FUNCTIONS

• Leads and directs patient experience services for UHealth in alignment with UHealth’s 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 patient-led 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 multi-disciplinary 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 UHealth’s patient experience programs and building a patient-centric 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 decision-making, 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 Anti-Kickback 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 all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

Education:

Bachelor’s 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 University’s core values.

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 time

Employee Type:

Staff

Pay Grade:

H24

About Us

The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System (UHealth) have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation.

The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride.

The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings.

Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019.

The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022.

Transforming lives

With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.

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Job Tags

Full time, Temporary work, Local area, Worldwide,

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