Description JOB SUMMARY 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. KEY RESPONSIBILITIES Project Management and Leadership - 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.
Team Building, Communication and Change Management - 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.
Process Improvement - 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.
Personal Development - 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.
BASIC QUALIFICATIONS - 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)
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