Under minimal supervision, provides leadership and facilitation of programs, services, and projects that support the VUMC Service Pillar work and the Chief Patient Experience & Service Officer. In collaboration with clinical and administrative leadership, facilitate organization-wide initiatives that foster and enhance a culture of patient and family centered clinical service excellence. Responsible for all aspects of planning, design/development, implementation, and evaluation for complex large projects or multiple smaller projects. Interfaces regularly with faculty, senior leaders, managers, staff, patients, and family members. Leads organization-wide subcommittees, task forces, work groups, and project teams and serves as a single point of contact for those work efforts.

• With minimal direction, serve as leader and/or primary staff for institutional and divisional committees, cross-functional project teams, or multi-disciplinary work groups to achieve defined goals and objectives. Significant focus on VUH HCAHPS performance.
• Develop project plans, goals and objectives in collaboration with senior leadership (define charter for work, key milestones, timelines, deliverables, and resource requirements).
• Benchmark with external organizations and review research for best practices.
• Provide leadership in the execution of day-to-day project activities including development of work plans, setting priorities, facilitating meetings, monitoring progress against established timelines, and ensuring meeting records and other documentation is complete and up-to-date.
• Proactively manage changes in project scope, identify potential barriers, and devise contingency plans.
• Provide regular status reports to leadership.
• Maintain appropriate timelines for project completion.
• Create metrics and standards for measurement of operational effectiveness and improvements.
• Provide training for medical center staff, managers, and faculty on access, interpretation, and use of the survey data and system.

• Actively participate in medical staff and administrative committees and work groups.
• Readily volunteer to assist organizational leaders and teams as needed.
• Promote constructive formal and informal information sharing and interdisciplinary collaboration.
• Solicit and secure input and participation of all key stakeholders in projects and work groups.
• Ensure four-way communication across key stakeholder and constituency groups and departments to maximize information sharing around progress, needs, inter-dependencies and recommendations.
• Anticipate and communicate the impact of change to the rest of the organization, as needed.
• Coordinate training of staff, as needed, to support change.
• Recognize and celebrate accomplishments and improvements.
• Translate and communicate learnings to leadership.
• Develop and deliver communication presentations across multiple, varied venues and groups.

• Use patient and family feedback and direct observation to identify potential gaps in services and/or opportunities for improvement.
• Develop vision for the end product as programs/services move through the design continuum-beginning with abstract or unconnected information and ideas, to foundational ideas/product, to more concrete product, to end product.
• Identify barriers and recommend and facilitate initiation of solutions or improvement efforts.
• Identify ways to assess and positively alter the culture and mindset related to the patient experience. Implement change for positive service outcomes.
• Research regulatory and compliance issues that impact the work of the division.
• Network and benchmark with other organizations to identify best in class service solutions.
• Use data to measure and demonstrate gaps and subsequent improvement in processes, systems, and outcomes.

• Actively identify and seek out professional development opportunities through organization memberships, networking, conferences, and self-study.
• Stay abreast of regulatory and compliance issues that impact the work of the division.
• Seek out opportunities to better understand Vanderbilt organization, mission, values, goals, and priorities.
• Develop and nurture relationships with colleagues pertaining to the patient experience and service focus initiatives.
• Maintain skills to support project management, communication, presentation, and electronic tools.

• Bachelor's Degree (or equivalent experience) (Required)
• 3 years Customer Relations experience and Supervisory experience  (Required)
• Excellent oral and written communication skills
• Strong organizational skills
• Strong analytical skills and computer skills (Microsoft Excel, PowerPoint, Outlook)