Director Patient Experience And Organizational Development

Overview

Job Summary

This position works closely with the CNO and senior leadership to develop short and long term patient experience goals for the hospital and leads strategic initiatives to reach these goals. The Director will be involved in a range of projects in areas including: leadership and functional learning and development, organization development activities and team interventions, culture change, survey design & analysis and performance management. This position will work with all levels in the organization to assess developmental and training needs to drive learning initiatives throughout the organization aligned with strategic objectives. The position designs and implements effective methods to educate, enhance performance and recognize outcomes. Formulates partnerships across the organization to deliver value added service to management and employees that support the strategies of The Methodist Hospitals. Responsible for the development, implementation and delivery of corporate learning and, development programs, and ensures proper implementation, consistency, quality and accuracy of the materials.

Responsibilities

Principal Duties and Responsibilities (Essential Functions)

Through every interaction, proactively models and promotes the Methodist Hospital's Mission, Vision and I-CARE Values: Integrity, Compassion, Accountability, Respect, and Excellence.

Working with senior leaders, guides the strategic development and implementation of tactics for enhancing leadership development and the patient experience improvement work.

Consults with senior leadership, mentors' leaders, physicians and staff at all levels in best practices for patient and family experience. To achieve exceptional outcomes, the individual leverages their subject matter expertise and deep understanding of evidence-based and industry best practices in patient experience.

Facilitates performance improvement strategies and consultative coaching activities for enhancing leadership and patient experience.

Directs and leads the Patient Experience Team in achievement of organizational outcomes.

Hardwires management and employee evidence-based practices to ensure exceptional service on an ongoing basis via an understanding of concrete behaviors required to achieve higher satisfaction levels.

Provides Human Resources policy guidance and interpretation to all employees.

Identifies training needs for business units and individual leader coaching needs.

Designs, develops and delivers training programs with the intent to grow hard and soft skills and enhance organizational effectiveness. Monitors program feedback and follows up to ensure training objectives are met.

Responsible for working with project stakeholders and subject matter experts (SMEs) to analyze, design, develop, implement, and evaluate online training materials for use in training.

Effectively interpret patient experience data to identify trends and key drivers; recommend changes and follow up on deployment.

Monitor patient satisfaction "best practices" within healthcare industry and serve as organizational resource for related information. Implement in line with the culture and values of The Methodist Hospitals.

Identify target areas for improvement, consult with leadership in the development of action plans, monitor successes, communicate results and serve as a change agent within the organization. Deploy service excellence initiatives.

Act as organizational contact for external patient satisfaction survey vendor. Duties include data analysis, reporting, information sharing and performance improvement, including departmental follow-up and oversight as necessary. Act as internal resource for managers in the use of these surveys.

Provide assistance to management in understanding reports:

Evaluate survey results, identifying trends and target areas for improvement.

Create customized reports and presentations as required.

Assist leadership in the development of action plans based on report data and responsible for monitoring the results of plan.

Performs other duties as needed and/or assigned.

Qualifications

Job Specific (Minimum Requirements)

Knowledge, Skills and Abilities

• Working knowledge in organizational effectiveness and organizational development rules and regulations.

• Demonstrated ability to influence individuals/groups through coaching to drive patience experience outcomes.

• Well versed in current healthcare trends and markets.

• Proven ability to build and maintain effective relationships in order to gain support and achieve results.

• Self-starter and strong partnering and collaborating skills

• Excellent communication skills-verbal, written and facilitation to deliver the organization's message around service excellence as well as listen to customers.

• Ability to manage and perform with a high degree of autonomy, organization, and adaptability.

• Excellent interpersonal and negotiation skills as well as the ability to deal credibly and effectively with all levels of employees

• Critical thinking skills to resolve problems and recommend solutions

• Strong planning, organizational and problem-solving skills.

• Strong computer skills and experience with Microsoft Office (Word, Excel, PowerPoint, etc.)

Education

Degree/Diploma Obtained Program of Study Required/Preferred

Masters Business Administration Preferred

(or similar degree)

Bachelors Business or Health Required

Administration, Nursing

Organizational Development

(or similar degree)

Experience

Years of Experience Type of Experience Required/Preferred

3 Healthcare/ Patient Experience Required

4 Relevant & Progressive Work Experience Preferred

2 Organizational Development or Training Preferred

2 Resolving Complex Employee Relations Issues Preferred

Model of Care and Conduct

Methodist Hospitals strives for excellence and insists on high standards of conduct and performance in everything we do. Our Model of Care and Conduct is designed to create a positive work environment which Methodist desires for all employees. This is foundational to the high level of patient, family and physician satisfaction we strive for each day. As part of all position's duties at Methodist Hospitals, all employees are responsible to conduct themselves in accordance with the Model of Care and Conduct and will be evaluated according to these standards of behavior.