Clinical Director of Patient Experience
Arnot Health Arnot Health Elmira, NY Elmira, NY Full-time Full-time $94,000 - $113,000 a year $94,000 - $113,000 a year 14 days ago 14 days ago 14 days ago MAIN FUNCTION:
The Clinical Director of Patient Experience will provide leadership, coaching, and training in clinical areas throughout the organization to improve the experience of our patients and families.
This individual will design, implement, and evaluate programs that facilitate the professional development and continuous learning of all clinical team members while promoting the mission, vision, and values of the organization.
Partnering with the Chief Patient Experience Officer, this individual will identify opportunities to improve experience within the clinical setting, will lead initiatives, and support clinical leaders to ensure a consistent approach occurs.
This position will play a key role in aligning patient experience and nursing initiatives across the organization on a journey of High Reliability.
Reports to the Chief Patient Experience Officer.
DUTIES AND RESPONIBILITIES:
In partnership with the Chief Patient Experience Officer, the Director is tasked with leading, planning, developing, implementing, and directing clinical Patient Experience performance initiatives to enhance and improve the experience of patients and families.
Demonstrates superior problem solving and critical thinking skills, able to analyze qualitative and quantitative feedback, patient complaint and grievance data, and management processes, to identify barriers and trends.
Develops solutions aligned with best practice to improve clinical performance in patient experience, complaint resolution, and grievance resolution.
Participate in the strategic development, communication, and implementation of clinical patient experience performance strategy and annual plans for improvement through the development of objectives and performance goals in alignment with industry benchmark data.
Identify opportunities for improvement, design interventions and action plans in alignment with best practices for service lines and departments.
Inspires and coaches team members to resolve patient issues at the lowest level to minimize complaints and grievances and build brand loyalty.
Execute process management and improvement methods and techniques to assist with streamlining patient flow and organizational performance.
Serves as a subject matter expert for exceptional clinical service.
Identifies, coaches, and supports clinical leaders in need of performance improvement relating to patient experience metrics by participating in and designing the development of action plans, interventions, recommendations, and core competencies needed.
Acts as a coach for clinical leaders and staff for improved results and execution of best practices and chosen strategies.
Facilitates meetings and committees related to patient and family centeredness and excellence.
Participates in all other meetings and committees as requested to provide subject matter expertise and support of the patient and family experience.
Cascade knowledge of the most current evidence-based nursing practices and innovative ideas regarding patient/family centered care.
Understands, advocates for, and implements patient-centered care ideas and practices throughout all areas of the organization.
Utilizes coaching, huddling, rounding, shadowing, internal audits, metric performance analysis and best practice measurements to improve the patient experience.
In partnership with the Chief Experience Officer and Quality department, improves quality and safety through a collaborative risk review process to study, evaluate, and continuously learn from complaints and grievances.
Partners with nurse leaders and educators throughout the organization to fine tune educational programming and develop documented standard work in support of department level safety huddles, bedside shift report, purposeful rounding, use of whiteboards, and nurse leader rounding.
Partner with leaders to enhance understanding of key drivers and priority index items and align these drivers with evidence-based tactics.
Responsible for attending all mandatory annual educational programs as required by the position.
It is understood that this lists typical duties for the classification and is not to be considered inclusive of all duties which may be assigned.
Qualifications:
Documented track record of teaching, coaching, training and successful performance improvement initiatives is required.
Experience implementing, executing, and accomplishing goals is required.
Ability to communicate effectively verbally and in writing.
EDUCATION Current NYS RN License Required.
Master's degree in nursing is required.
Attainment of Certified Patient Experience Professional (CPXP) within three years is required.
Experience:
Five years of inpatient or emergency department nursing experience is required.
Two years' experience teaching and training is required.
Nursing leadership experience is required.
Strong interpersonal, collaboration, and communication skills are required.
Experience in performance improvement and/or Lean Management preferred.
CARDIOPULMONARY RESUSCITATION (CPR) REQUIREMENTS:
No CPR required.
PHYSICAL DEMANDS:
Ability to frequently lift 15-20 pounds.
Some reaching and stooping.
Required to be on feet much of the time.
EXPOSURE CATEGORY:
Category II.
Tasks that involve no exposure to blood, body fluids, or tissue But employment may require performing unplanned Category I task.
Job Type:
Full-time Pay:
$94,000.
00 - $113,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Dependent health insurance coverage Disability insurance Employee assistance program Health insurance Life insurance Paid time off Referral program Tuition reimbursement Vision insurance Schedule:
8 hour shift Day shift Monday to Friday Weekends as needed Work setting:
Hospital In-person Ability to Relocate:
Elmira, NY 14905:
Relocate before starting work (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
The Clinical Director of Patient Experience will provide leadership, coaching, and training in clinical areas throughout the organization to improve the experience of our patients and families.
This individual will design, implement, and evaluate programs that facilitate the professional development and continuous learning of all clinical team members while promoting the mission, vision, and values of the organization.
Partnering with the Chief Patient Experience Officer, this individual will identify opportunities to improve experience within the clinical setting, will lead initiatives, and support clinical leaders to ensure a consistent approach occurs.
This position will play a key role in aligning patient experience and nursing initiatives across the organization on a journey of High Reliability.
Reports to the Chief Patient Experience Officer.
DUTIES AND RESPONIBILITIES:
In partnership with the Chief Patient Experience Officer, the Director is tasked with leading, planning, developing, implementing, and directing clinical Patient Experience performance initiatives to enhance and improve the experience of patients and families.
Demonstrates superior problem solving and critical thinking skills, able to analyze qualitative and quantitative feedback, patient complaint and grievance data, and management processes, to identify barriers and trends.
Develops solutions aligned with best practice to improve clinical performance in patient experience, complaint resolution, and grievance resolution.
Participate in the strategic development, communication, and implementation of clinical patient experience performance strategy and annual plans for improvement through the development of objectives and performance goals in alignment with industry benchmark data.
Identify opportunities for improvement, design interventions and action plans in alignment with best practices for service lines and departments.
Inspires and coaches team members to resolve patient issues at the lowest level to minimize complaints and grievances and build brand loyalty.
Execute process management and improvement methods and techniques to assist with streamlining patient flow and organizational performance.
Serves as a subject matter expert for exceptional clinical service.
Identifies, coaches, and supports clinical leaders in need of performance improvement relating to patient experience metrics by participating in and designing the development of action plans, interventions, recommendations, and core competencies needed.
Acts as a coach for clinical leaders and staff for improved results and execution of best practices and chosen strategies.
Facilitates meetings and committees related to patient and family centeredness and excellence.
Participates in all other meetings and committees as requested to provide subject matter expertise and support of the patient and family experience.
Cascade knowledge of the most current evidence-based nursing practices and innovative ideas regarding patient/family centered care.
Understands, advocates for, and implements patient-centered care ideas and practices throughout all areas of the organization.
Utilizes coaching, huddling, rounding, shadowing, internal audits, metric performance analysis and best practice measurements to improve the patient experience.
In partnership with the Chief Experience Officer and Quality department, improves quality and safety through a collaborative risk review process to study, evaluate, and continuously learn from complaints and grievances.
Partners with nurse leaders and educators throughout the organization to fine tune educational programming and develop documented standard work in support of department level safety huddles, bedside shift report, purposeful rounding, use of whiteboards, and nurse leader rounding.
Partner with leaders to enhance understanding of key drivers and priority index items and align these drivers with evidence-based tactics.
Responsible for attending all mandatory annual educational programs as required by the position.
It is understood that this lists typical duties for the classification and is not to be considered inclusive of all duties which may be assigned.
Qualifications:
Documented track record of teaching, coaching, training and successful performance improvement initiatives is required.
Experience implementing, executing, and accomplishing goals is required.
Ability to communicate effectively verbally and in writing.
EDUCATION Current NYS RN License Required.
Master's degree in nursing is required.
Attainment of Certified Patient Experience Professional (CPXP) within three years is required.
Experience:
Five years of inpatient or emergency department nursing experience is required.
Two years' experience teaching and training is required.
Nursing leadership experience is required.
Strong interpersonal, collaboration, and communication skills are required.
Experience in performance improvement and/or Lean Management preferred.
CARDIOPULMONARY RESUSCITATION (CPR) REQUIREMENTS:
No CPR required.
PHYSICAL DEMANDS:
Ability to frequently lift 15-20 pounds.
Some reaching and stooping.
Required to be on feet much of the time.
EXPOSURE CATEGORY:
Category II.
Tasks that involve no exposure to blood, body fluids, or tissue But employment may require performing unplanned Category I task.
Job Type:
Full-time Pay:
$94,000.
00 - $113,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Dependent health insurance coverage Disability insurance Employee assistance program Health insurance Life insurance Paid time off Referral program Tuition reimbursement Vision insurance Schedule:
8 hour shift Day shift Monday to Friday Weekends as needed Work setting:
Hospital In-person Ability to Relocate:
Elmira, NY 14905:
Relocate before starting work (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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