Director, Patient Experience
Posted on: May 4, 2021
The Director of Patient Experience provides strategic direction
and leadership to accomplish results in all patient experience
areas, including patient and provider satisfaction. Identifies
opportunities for patient experience improvement and facilitates
implementation of new practices throughout Optum Care Network NW to
improve patient, teammate, and clinician satisfaction. Leads and
directs patient experience initiatives throughout the organization;
serves as content expert and active team member on process
improvement projects, provides learning and development
opportunities for leadership, providers and teammates related to
delivery of outstanding customer service.--Provides coaching to
teammates through site visits, personal coaching and training to
ensure teammates at all levels of the organization are competent to
support the delivery of patient centered care. Adheres to policies,
procedures and regulations to ensure compliance and patient
safety.--Participation in Compliance and other important training
is a condition of employment.Under minimal supervision, provides
support, coaching and training to assist teams accomplish results
in all patient experience areas. Provides support through use of
survey data, the patient complaint tracking system, service
recovery efforts, and patient retention work. Serves as a content
expert and active team member on process improvement projects.
Provides learning and development opportunities for leadership,
providers and teammates related to delivery of outstanding customer
service.ESSENTIAL DUTIES & RESPONSIBILITIES: The duties listed
below are intended only as illustrations of the various types of
work that may be performed.-- The omission of specific statements
of duties does not exclude them from the position if the work is
similar, related or a logical assignment.Overseeing network
strategy, quality metrics and initiatives for patient experience
through long term planning, strategy formulation, establishment of
performance indicators, and improvement project selection and
prioritization. Essential functions include:
- Evaluates market results to identify opportunities for
improvement in customer satisfaction and patient experience.
- Provides recommendations, action plans, and timelines for
improvement. Collaborates with Senior Leadership team to review
results and develop division tactics for improvement in teammate
- Provides recommendations and action plans to leadership for
engaging providers and teammates in patient experience improvement
- Assesses teammate engagement and provider satisfaction as
related to patient experience. Develops targeted coaching plans and
improvement goals to improve results.
- Collaborates with medical leadership to identify opportunities
for engaging providers in patient experience improvement
activities. Develop tactics and coaching plans for providers.
- Provides one-on-one and team/department coaching for leadership
as well as with teammates that targets improving customer
satisfaction and patient experience.
- Develops specific curriculum and materials as needed to
facilitate an exceptional patient experience that support
performance standards throughout all patient interaction.
- Along with Leadership and Management team, is responsible for
achieving outcome targets in the area of patient experience and
patient centered care.
- Coaches leaders to analyze patient feedback data and create
targeted plans for improvement
- Pioneers innovative ways to thoughtfully and constructively
elevate the stature of service excellence across the
- In conjunction with the patient experience team, examines and
analyzes patient feedback data and develops plans for improvement
in collaboration with the service council, operations and steering
- Develops Patient Experience Department goals & outreach efforts
to ensure organizational alignment to OCN NW regional and care
delivery organization goals and direction.
- Responsible for day-to-day management responsibilities, such as
performance reviews, hiring, mentoring, tracking progress on
initiatives, and monitoring customer satisfaction with analytical
- Responsible for analyzing workload impact of tactics and for
securing resources when needed.
- Other duties as assignedDuties listed below are integrated into
all job functions:
- All staff members are to promote a positive and productive work
environment by acting maturely and responsibly, satisfactorily
performing his or her job responsibilities and conducting
themselves in a professional, courteous and respectful manner
toward fellow employees, physicians and patients.
- Must relate to other people beyond giving and receiving
instructions: (a) get along with co-workers or peers without
exhibiting behavioral extreme; (b) perform work activities
requiring negotiating, instructing, supervising, persuading or
speaking with others; and (c) respond openly and appropriately to
feedback regarding performance from a supervisor.
- Performs all duties in a manner which promotes and supports the
Core Values and Compact of The Everett Clinic.
- Integrates Lean principles, practices and tools to improve
operational efficiency, reduce costs and increase customer
- Frequently must follow written and oral instructions as well as
complete routine tasks independently.
- Completes annual compliance training on
Statement and signs Agreements.
- Ensures confidentiality of patient information following HIPAA
guidelines and TEC policies.
- Attends training to meet requirements of the job position and
as needed or mandated by TEC policies, Div. of Occupational Safety
& Health (DOSH), OSHA, L&I and other state/federal
- Has regular and predictable attendance.PREFERRED
QUALIFICATIONS:Education: Required: Bachelor's degree in
healthcare, hospitality or business-related field or equivalent
experiencePreferred: Master's Degree in Healthcare related field,
organizational development or business hospitalityExperience: Three
(3) to five (5) years of progressive experience in management
(people and operations) as well as coaching facilitation for large
organizations in customer service focused on the patient experience
with proven track record of success.Certificate/License:
--NoneKnowledge, Skills & Abilities: Note that these requirements
are representative, but not all-inclusive, of the knowledge, skill,
and ability required to perform this job.Knowledge: Knowledge of
practices and workflow in clinic setting. Knowledge of survey
methods, and metrics with analytical skills to independently
interpret, prepare; measure and present data to various audiences.
Understanding of the continuum of care (ambulatory, IP, palliative
care, hospice).Skills: Demonstrated consultation, teamwork, project
management, & facilitation skills to unify stakeholders towards a
common goal.Abilities: Demonstrated ability to communicate
effectively across the Clinic with various departments.Careers with
Optum. Here's the idea. We built an entire organization around one
giant objective; make health care work better for everyone. Optum,
part of the UnitedHealth Group family of businesses, brings
together some of the greatest minds and most advanced ideas on
where health care has to go in order to reach its fullest
potential. For you, that means working on high performance teams
against sophisticated challenges that matter. Here you'll find
incredible ideas in one incredible company and a singular
opportunity to do your life's best work.(SM)Diversity creates a
healthier atmosphere: Optum and its affiliated medical practices
are Equal Employment Opportunity/Affirmative Action employers and
all qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, age, national origin,
protected veteran status, disability status, sexual orientation,
gender identity or expression, marital status, genetic information,
or any other characteristic protected by law. Optum and its
affiliated medical practices is a drug-free workplace. Candidates
are required to pass a drug test before beginning employment.
Keywords: Optum, Everett , Director, Patient Experience, Executive , Everett, Washington
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