Reporting to the Chief Quality and Value Officer of Dartmouth-Hitchcock Health, the VP of Patient Experience is responsible for developing, leading, monitoring, and modifying the DH-H approach to excellence in patient, family, and guest services. This key leader will design, develop and oversee the implementation of the organizational strategic initiatives for patient/family experience and satisfaction in collaboration with the Dartmouth-Hitchcock Boards, executive leadership, patient and family advisors and colleagues across the Dartmouth-Hitchcock Health System (D-HH) to create a culture of patient experience excellence. The VP will lead Patient and Family Centered Care (Patient Relations is a direct report), Chaplaincy, Volunteer & Guest Services (inclusive of D-HH information desks and Interpreter services), and foster an environment that is inclusive, supportive, and enables staff to provide the best possible patient/family experience.
Working in collaboration with D-HH executive leaders for Human Resources, Marketing & Communications, Strategy, Nursing, Medicine, and Operations, the VP will advance the patient experience excellence objectives, guided by the D-HH strategy, thought leadership, employee experience strategy and in alignment with the vision and mission. The VP will create and guide programs based on the priorities of the organization and opportunities identified via patient feedback that address every aspect of the patient and family encounter. This role will lead the implementation of service excellence to support and achieve the strategic imperatives of the organization including attainment of patient experience scores in the top quartile nationally.
ESSENTIAL Responsibilities INCLUDE:
Co-creating, implementing, and ensuring organizational adoption of D-HH’s patient experience strategy and service excellence program, including the co-design with external thought leaders, internal development and implementation of key strategies and initiatives to improve the experience for patients and families with D-HH senior leadership and the Boards of all member organizations.
Engages those in leadership and front-line roles to continually strive for leading-edge patient, family, and employee experience and scores.
Documents and communicates throughout the organization the shared vision for service excellence and experience improvements including the measurement of all aspects of the patient experience.
Leads the incorporation of patients into the DH-H meeting structure.
Achieves quality results through teamwork, committees and workgroups, and effective cross functional collaboration based on actual patient feedback.
Documents and communicates status, issues, risk, and solutions to stakeholders and executive leadership.
Researches consumer needs, expectations, and concerns while incorporating expertise from outside of healthcare; investigates, evaluates and implements “best practice” information from a variety of external sources ; identifies actions for D-HH to achieve national best practice status with respect to patient experience.
Designs, reviews and implements strategic and operational plans to overcome obstacles identified in patient feedback.
Utilizes and analyzes effective products to track, monitor and identify opportunities for patient satisfaction improvement.
Maintains current knowledge base of trends, policies, regulatory standards, accreditation standards, and legislation pertinent to the role of VP and advises administration when pertinent.
Builds patient experience programs that align with and support cultural competency and diversity efforts.
Partners with Human Resources to help develop, champion and lead an employee experience strategy that promotes a positive employee experience and engaged workforce
In partnership with Human Resources and the Quality Department, develops staff through competency assessments, in-service trainings, continuing education and training, rewards and recognition, process improvement, data analyses, and performance appraisal process.
Collaborates with the Communications, Marketing & Public Affairs team regarding communications about patient experience to internal and externally targeted audiences.
Leads the D-HH Patients and Family Centered Care Team, Chaplaincy and Volunteer and Guest Services, including directing the infrastructure, strategy, and resources to support the Office of Patient Experience’s core services.
Develops and directs organizational response and communication process and procedures for patient grievances, complaints and compliments; assures data management meets regulatory requirements for CMS, DPH, and Joint Commission complaint management and resolution process; provides guidance to patient representatives and clinical service area management on difficult patient/family situations or complaints.
Collaborates with Patient Safety and Risk Management leadership to evaluate and measure service recovery opportunities and related efforts to ensure exceptional patient/family experience outcomes.
Oversees and leads efforts to promote transparency and the sharing of patient experience data with the public.
Partners with the Medical Director for Patient Experience; co-creates, implements, scales and monitors initiatives that support providers and builds patient experience excellence.
In partnership with the data team, reviews, evaluates and synthesizes customer experience data sets, including patient satisfaction surveys, including I-ICAHPS (the Hospital Consumer Assessment of Healthcare Providers and Systems), the patient satisfaction survey required by CMS, ambulatory patient experience measurement, written and verbal patient compliments and complaints.
Maintains effective inter-departmental communication and cooperation, disseminating results in leadership and local forums.
Integrates service excellence with other strategic initiatives.
Manages a budget as assigned.
INITIAL PERFORMANCE GOALS:
During the first 6-12 months in this role, the VP will be expected to achieve the following:
Build upon existing efforts and further advance the service excellence vision, making the concept of service excellence in patient experience an integral part of the culture and operational strategy at D-HH.
Evaluate D-HH-wide standards and expectations and make recommendations for improvement in coordination with Human Resources;
Become a respected and integral part of the leadership team and develop a sense of personal ownership for the future success of the Patient Experience Program at D-HH;
Become the organization’s expert in accessing, analyzing, interpreting, distributing, and developing improvement plans with all departments regarding patient feedback.
A Masters level degree in a related field.
10 years of progressive successful leadership at a comparable level.
Proven success in leading change in an organization.
Please address all cover letters and correspondence to:
Mark L. Semiao, MBA Executive Recruiter, Talent Acquisition Dartmouth-Hitchcock
Dartmouth-Hitchcock Health values diversity and is committed to equal opportunity for all persons regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status protected by law.
How can the lifestyle in New Hampshire and Vermont compliment your career? You can have amazing 4-season living with a career at one of the top health systems in the country. The Dartmouth-Hitchcock health system stretches over New Hampshire and Vermont and offers the quintessential New England experience. With no income or sales tax, this beautiful area combines history, industry and business and has been ranked consistently as one of the best places in the US to live and work. Anchored by the academic Dartmouth-Hitchcock Medical Center in Lebanon, NH, the system includes the NCI-designated Norris Cotton Cancer Center, the Children's Hospital at Dartmouth-Hitchcock; 4 affiliated hospitals and 30 Dartmouth-Hitchcock ambulatory clinics across the region. We are close to the urban centers of Boston, New York and Montreal, but also offer proximity to the seacoast and multiple top-tier ski mountains within a short driving distance. Throughout New Hampshire, the opportunities – both career and personal – truly make our area the ideal place to work and play.Dartmouth-Hitchcock is an equal opportunity employer and all qualified applicants will receive consideration for employment without ...regard to race, color, religion, gender, national origin, disability status, veteran status, or any other characteristic protected by law.