Director, Patient Experience

Director, Patient Experience

Hiring Department: Excellence and Experience Office

Location: Chicago, IL USA

Requisition ID: 1025287

Posting Close Date: July 5, 2024

About the University of Illinois Chicago

Salary: $110,000 - $150,000

UIC is among the nation's preeminent urban public research universities, a Carnegie RU/VH research institution, and the largest university in Chicago. UIC serves over 34,000 students, comprising one of the most diverse student bodies in the nation and is designated as a Minority Serving Institution (MSI), an Asian American and Native American Pacific Islander Serving Institution (AANAPSI) and a Hispanic Serving Institution (HSI). Through its 16 colleges, UIC produces nationally and internationally recognized multidisciplinary academic programs in concert with civic, corporate and community partners worldwide, including a full complement of health sciences colleges. By emphasizing cutting-edge and transformational research along with a commitment to the success of all students, UIC embodies the dynamic, vibrant and engaged urban university. Recent "Best Colleges" rankings published by U.S. News & World Report, found UIC climbed up in its rankings among top public schools in the nation and among all national universities. UIC has over 300,000 alumni, and is one of the largest employers in the city of Chicago.

Description:

About UI Health

The University of Illinois Hospital & Health Sciences System (UI Health) provides comprehensive care, education, and research to the people of Illinois and beyond. A part of the University of Illinois at Chicago (UIC), UI Health comprises a clinical enterprise that includes a 495-bed tertiary care hospital, 22 outpatient clinics, and 13 Mile Square Health Center facilities, which are Federally Qualified Health Centers. It also includes the seven UIC health science colleges: the College of Applied Health Sciences; the College of Dentistry; the School of Public Health; the Jane Addams College of Social Work; and the Colleges of Medicine, Pharmacy, and Nursing, including regional campuses in Peoria, Quad Cities, Rockford, Springfield, and Urbana. UI Health is dedicated to the pursuit of health equity.

Position Summary

The Patient Experience Director is responsible for leading, executing, implementing, analyzing, reporting, and evaluating targeted patient experience improvement initiatives within selected service areas; developing, implementing system-wide and targeted patient/guest experience initiatives; collaborating with and instructing leadership, department directors/managers/providers and staff to implement strategies ensuring optimal patient experiences. Initiate and support evidence base tactics to reinforce UI Health as a great place for patients to receive care, staff to work and physicians to practice.

Duties & Responsibilities

• Direct and drive the implementation, execution, and hardwiring of tactics and evidence-based practices that drive and support patient experience improvement initiatives for ancillary/support and assigned targeted areas.

• Implement and drive strategies that enhance empathetic communication and staff engagement.

• Provide training including competency validation and consultation to influence the delivery of excellent patient/family experiences relative to services provided by foods, transportation, valet services, security, hospitality, patient registration, and other areas as assigned to enhance patient experiences.

• Lead patient experience targeted and system-wide projects and initiatives through active engagement, creation and execution of work plans, and collaborative partnerships among staff, leaders, and stakeholders.

• Provide leadership and guidance, fostering a collaborate supportive team environment, resources, and committees to create strategies enhancing customer centered communication, and cultivating standardization with best practices.

• Analyze internal and external patient experience metrics and other performance analytics to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended action plans including competency validation to improve the patient experience.

• Develop communication plans of improvement/change efforts.

• Serve as a key resource to management, staff, and providers to improve organizational engagement, leadership, and partnership.

• Influence accountability through the dissemination of targeted reports focused action plans and the validation of competency related to staff behaviors.

• Prepare and present both oral and written reports and presentations to stakeholders and leadership related to patient experience projects, system-wide initiatives, and progress in achieving goals.

• Serve as an influential expert on patient experience/engagement fundamentals and the UI CARE model.

• Perform other related duties and participate in special projects as assigned.

• Perform other related duties and participate in special projects as assigned.

Qualifications:

Minimum Qualifications

• Bachelor's degree in public health/ healthcare/business administration or related field is required.

• Minimum of one to three years of experience in a healthcare setting with a focus in leading and/or supporting system-wide processes or initiatives and engaging in collaborative work with support/ancillary services.

• Strong education and training skills with leaders, staff, providers, and frontline employees.

• Ability to collaborate with all stakeholders, design, execute and successfully lead initiatives and projects. initiatives.

• Ability to adapt communication for different stakeholders, and promote continuous improvement, including the ability to adapt to and influence organizational culture.

• Strong critical thinking skills and ability to quickly resolve issues and concerns.

• Ability to develop and lead interactive and engaging training and education programs relevant to service excellence.

• Excellent communication skills (verbal and written) with a proven track record of effective interfacing, training, and presenting information to multiple levels of the organization.

• Proficiency in writing and editing reports and other materials in the training and development.

• Computer proficiency includes Microsoft Word, Excel, PowerPoint, and Outlook.

• Understanding of industry best practices.

Preferred Qualifications

• Master's degree in a related field is strongly preferred.

• Skills in process improvement methodologies, (e.g., six sigma, PDSA/PDCA) process management or change management.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

The university provides accommodations to applicants and employees. Request an Accommodation