Directly responsible for driving the execution and sustainment of initiatives and practices across the campus that produce publicly reportable HCAHPS and other patient experience performance which impact performance incentives.
Matrix reporting responsibility to campus’ executive leaders, most directly assisting the Director(s) of nursing while also maintaining an integral alignment with the regional multi-campus Director of Clinical Experience and a collaborative role with the regional CE team in the development and deployment of regional change initiatives and best practices while leading and aligning this work at their campuses to drive results for organizational CE imperatives.
Develops and maintains strong collegial partnerships with Nurse Managers of every nursing unit and leaders of ancillary departments at the campuses to understand unit dynamics (leaders, team, culture, case mix) to influence, coach and support the clinical team through implementation of patient experience best practice and validation processes in collaboration with multi-campus Director of Clinical Excellence and campus leadership.
Leads in process improvement observations, assessments, validations and accountability reviews (including but not limited to Performance Review Committee meetings) and designs tailored improvement models for patient experience practice and AdventHealth service standards, which may encompass an entire campus, or targeted departments.
Consults with executive and department leaders on metric results and best practice strategies for improving the experience of patients and families
Responsible for maintaining an active role with the regional CE team and participates in the orientation and training of new nurses, new hires, education, and regional planning and deployments.
What You Will Need:
KNOWLEDGE AND SKILLS PREFERRED:
Performance Improvement training
Performance Improvement experience
EDUCATION AND EXPERIENCE REQUIRED:
Bachelor’s degree in business administration or healthcare administration or nursing
Two (2) years of leadership experience with ability to educate, mentor, and counsel effectively
Two (2) years’ experience in behavioral coaching
Four (4) years of professional experience in business operations, performance improvement, and/or healthcare
EDUCATION AND EXPERIENCE PREFERRED:
Master’s degree in nursing or business administration, or healthcare administration
Ten (10) or more years of professional experience in business operations, performance improvement, and/or healthcare
Experience in a similar role
LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:
Current, valid State of Florida RN Licensure or Patient Experience Certification.
LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:
Certification in training and/or human performance improvement such as Certified Professional in Learning and Performance (CPLP) or Human Performance Improvement Certification (HPI) by Association of Talent Development (ATD) or University Sponsored Curriculum
Lean, Six Sigma Black, or Green Belt
Training certificate from Association of Talent Development (ATD)
The Sr. Manager of Clinical Experience (SMCE) is a solutions-focused leader who is wholly responsible for the driving the execution and sustainability of patient experience initiatives and programs tailored to the needs of the campus’ strategic business units. This role will be responsible for empowering teams to elevate patient experience to top quartile performance. The Sr. Manager collaborates with the Clinical Experience Director on a regular basis for clear direction and insight on the organizational imperatives for patient experience. The SMCE will own strategy implementation at the campus level. The Sr. Manager uses knowledge, experience and expertise in hospital operations, patient safety, quality and patient and family centered care, Press-Ganey/CMS CAHPS, and evidence-based best practices to collaboratively consult and support clinical and non-clinical leaders in the planning, development, implementation, and evaluation of a comprehensive patient and family experience strategy for their campus/scope of responsibility. Additionally, the Sr. Manager designs and leads strategies to improve physician communication patient satisfaction results, which includes interactive workshops, individual coaching, and in-depth analysis of patient satisfaction results. The Sr. Manager of Clinical Experience is directly responsible for clinical experience outcome metric monitoring, analysis, communication, sustainment planning, and corrective action in collaboration with campus leadership and multi-campus Director of Clinical Experience. The SMCE can demonstrate critical thinking skills, creativity, and has the knowledge and experience to manage resources to achieve quality performance, positive employee relations, and compliance with hospital guidelines. The SMCE is a skilled coach, motivator, mentor, and leader for professional and technical teams in the delivery of services for our patient population. This leader will collaborate with and support the Regional Executive Director and multi-campus Director of Clinical Experience in on-going operational planning, communication, educational and process development and deployments and regional training experiences.
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.