Network Director, Patient Experience

Job Summary:

The Network Director of Patient Experience is a system level leadership role and a key member of the leadership team responsible for driving and executing upon UVMHN patient experience strategy. This leadership role will cultivate and foster a culture of patient and family centered care while improving patient & family experience across all UVMHN partner sites and clinical settings. The Network Director of Patient Experience sets the tone for the quality of interactions between patients, families and healthcare providers by ensuring patients receive compassionate, respectful, culturally humble, effective and trauma-informed care. The Network Director of Patient Experience will work directly with Leaders across the UVM Health System to drive excellence at all levels of the system through collaboration with all teams and individuals in implementing best practices, driving patient experience, and ensuring alignment with the organization's mission and values.

The Network Director of Patient Experience serves as the primary liaison between Patient Experience Leaders and Champions across all UVMHN settings to drive key strategic priorities. This leadership role leads a systemwide team who utilizes data to drive decision making in a way that is easily understood, readily accessible and drives strategic priorities. This individual is responsible for leading the alignment of Patient Experience strategy and programming through the development, review, revision, implementation and monitoring of evidence-based approaches that accelerate patient experience improvement as well as build partnerships to leverage learning and best practices in all settings throughout UVMHN. This leader also works closely with the Quality to align teamwork and engagement across the quality framework. Additionally, this leader partners with our Network Diversity, Equity and Inclusion Departments to track and report data on how care is experienced within our diverse patient populations.

The Network Director of Patient Experience directly manages all patient experience resources across UVMHN by providing leadership and guidance in coordination with partner Patient Experience Leaders and Champions, Quality Directors, Executive Leadership Teams, and other Stakeholders.

Education:
*Bachelor's degree in healthcare administration, nursing, business, or related field or equivalent work experience required.
*Certification in patient experience or ability to attain this certification within 6 months. (e.g., Certified Patient Experience Professional - CPXP).
*Lean Six Sigma or other process improvement certification (preferred).

Experience:
*Minimum of 5 years of experience in healthcare, with at least 2 years in a leadership or management role focused on patient experience or service excellence to include progressive success in roles and ability to lead change through influence.
*Strong background in quality improvement initiatives, patient satisfaction, and healthcare operations with demonstrated ability to lead, inspire, and motivate teams to achieve patient experience goals.
*Proven track record of successful project management and process improvement in healthcare setting.
*Demonstrated ability to manage multiple projects at the same time in an environment of competing priorities
*Proven experience in data-driven decision making