Director, Patient Experience

Director, Patient Experience

Hiring Department: Excellence and Experience

Location: Chicago, IL USA

Requisition ID: 1023991

Posting Close Date: April 2, 2024

About the University of Illinois Chicago

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 nearly 260,000 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: developing leading, executing, implementing, analyzing, reporting, and evaluating targeted Patient Experience improvement initiatives within the assigned service area(s); participating in the development and implementation of projects related to system-wide patient/guest experience initiatives; collaborating with and instructing leadership, physicians, department directors/managers, and staff to implement strategies ensuring optimal Patient Experience outcomes; collaborating with Navigators, evaluating, and participating in the resolution of complaints to identify and mitigate barriers at the point of care; participating in the development of programs and services that address specific aspects of the Patient Experience within his/her assigned area of responsibility. Initiate evidence base tactics to reinforce UI Health as a great place for staff to work and physicians to practice.
Duties & Responsibilities

• Direct and drive the implementation, execution, and hardwiring of tactics and evidence-based practices to improve physicians, staff, leaders, and patient/family experiences. Implement strategies that drive and support Patient Experience improvement initiatives for targeted areas.
• Implement and drive strategies that enhance robust physician and staff engagement.
• Serve as a key resource to management, staff, and providers to improve organizational engagement, leadership, and partnership.
• Provide professional coaching including competency validation and consultation to influence leadership, physicians, direct care providers, and other stakeholders to deliver excellent Patient Experiences.
• Collaborate with leadership and Navigators, to identify and mitigate barriers as identified through patient complaints.
• Participate in the development of programs and services that address specific aspects of Patient Experience within his/her assigned area of responsibility.
• Collaborate with the Patient Family Advisory Committee to enhance patient/family engagement in organizational decisions that affect the quality of care and Patient Experience.
• Support organizational Steering Committees to drive Patient Experience initiatives and ensure organizational alignment. Introduce Patient Experience strategic imperatives during new hire onboarding processes including, but not limited to orientation.
• Influence accountability through the dissemination of targeted reports focused action plans and the validation of competency related to caregivers and staff behaviors.
• Analyze internal and external customer satisfaction 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.
• Serve as an influential expert on Patient Experience/engagement fundamentals and the UI CARE model.
• Lead assigned projects and programs by creating and executing project work plans.
• Prepare and present both oral and written reports and presentations to stakeholders and leadership related to PX projects, initiatives, and progress in achieving goals.
• Perform other related duties and participate in special projects as assigned.

Qualifications:

Minimum Qualifications

• Bachelor’s degree in science/ liberal arts/healthcare/human services/business administration or related field is required.
• Minimum of three years of professional experience, with a focus on Patient Experience, patient satisfaction, patient advocacy/hospitality services and/or customer service.
• Strong education and training skills with leaders, staff, providers, and frontline employees.
• Ability to collaborate with all stakeholders, design, execute and successfully lead Patient Experience 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.
• Skills in process improvement methodologies, (e.g., six sigma, PDSA/PDCA) process management or change management (Preferred.)
• Computer proficiency that includes Microsoft Word, Excel, PowerPoint, and Outlook. Understanding of industry best practices.

Preferred Qualifications

• Master’s degree in a related field is strongly desired.

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