Job Description
SUMMARY:
The AVP, Patient Experience leads the enterprise strategy to deliver compassionate, patient- and family-centered care across inpatient, ambulatory, and ancillary services. This leader integrates Service Recovery, Patient Relations, Language Access, Spiritual Care, and Experience measurement (CAHPS/Press Ganey) into a single, coherent operating model and partners tightly with Nursing, Quality, Safety, Compliance, and Operations to improve outcomes and experience at scale.
ESSENTIAL FUNCTIONS:
Strategy & Governance
· Build and execute a multi-year Patient Experience roadmap that unifies patient-facing services and measurement.
· Chair or co-chair the Patient Experience Oversight Committee and maintain governance artifacts.
· Provide regular enterprise updates to Quality & Safety leadership and collaborate with the Chief Nursing Officer.
Measurement, Analytics & Vendor Management
· Own CAHPS/HCAHPS/CG-CAHPS strategy, target setting, and unit/clinic-level action plans.
· Lead the Press Ganey partnership and ensure accurate site/provider data via STANDARD WORK.
Patient Relations, Complaints & Grievances
· Oversee complaint intake, investigation, timely resolution, service recovery, and trend analysis.
· Serve as Patient Experience subject-matter participant in the Compliance & Privacy Committee.
Language Access & ACA §1557 Compliance
· Ensure equitable communication support for patients with limited English proficiency and disabilities.
· Lead audits and corrective actions in partnership with Compliance.
PFAC (Patient & Family Advisory Council)
· Sponsor and operationalize PFAC (membership, cadence, scope), incorporating patient/family voice into improvement projects.
Culture, Education & Service Recovery
· Deploy enterprise training and sustainment plans to embed service recovery behaviors at the point of care.
· Coach leaders to use visibility boards and periodic audits; recognize teams and scale best practices.
Safety, Quality & Event Response Integration
· Partner with Patient Safety/Risk on sentinel/adverse events to ensure compassionate disclosure and prevention.
Operating Model & Org Design
· Finalize roles, spans, and interfaces for the Patient Experience function and steward change management through to adoption.
Adheres to TMCH organizational and department-specific safety, confidentiality, values, policies, and standards.
Performs related duties as assigned.
MINIMUM QUALIFICATIONS
EDUCATION: Bachelor’s degree required. Master’s degree preferred.
EXPERIENCE: Eight (8) years of progressive leadership in patient experience, nursing, quality/safety, or operations.
LICENSURE OR CERTIFICATION: None required. CPXP (Patient Experience), CPHQ (Quality), Lean Six Sigma preferred.
KNOWLEDGE, SKILLS, AND ABILITIES:
· Knowledge of Patient Rights, CMS regulations and hospital best practices to ensure proper evaluation of issues and concerns that might arise.
· Knowledge of internal/community resources available to assist patients.
· Knowledge of process improvement techniques and resources to evaluate benchmarks of best practices.
· Demonstrated leadership in people management and facilitative skills.
· Ability to be collaborative with all departments, clinical and ancillary, to enhance a culture of transparency and safety.
· Skill in communicating verbally and in writing with a wide range of staff, patients, physicians, and hospital management.
· Ability to manage people and programs.
· Ability to prepare detailed reports, preparing trend analysis and present findings.
· Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
· Ability to write reports, business correspondence, and procedure manuals.
· Ability to define problems, collect data, establish facts, and draw valid conclusions; ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.