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Director, Patient Experience

Company: Optum
Location: Everett
Posted on: May 4, 2021

Job Description:

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 performance.
  • Provides recommendations and action plans to leadership for engaging providers and teammates in patient experience improvement activities.
  • 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 organization.
  • 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 teams.
  • 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 resources.
  • 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 satisfaction.
    • Frequently must follow written and oral instructions as well as complete routine tasks independently.
    • Completes annual compliance training on HIPAA/Privacy/Confidentiality/Non-Discrimination/Harassment/Integrity 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 regulations.
    • 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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