At UPMC, we are committed to keeping our community safe and healthy as the COVID-19 pandemic unfolds. As our team continues to provide Life Changing Medicine to our patients, our recruiters will continue to fill positions throughout this time. Interviews and other processes may be modified to protect the safety of our candidates and employees. Thank you for your patience.

For more information about UPMC's response to COVID-19, please visit upmc.com/coronavirus.

Job Description

Job Title: Director, Patient Experience
Job ID: 834855433
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift: Day Job
Facility: UPMC Altoona
Department: Administration
Location: , Altoona PA

Description

Responsibilities:
  • Assume leadership role in the development of process improvement interventions that solve operational problems, drive cost-effective business practices and improve quality, service and productivity.
  • Directs worksite and workforce observations designed to provide a clear understanding of current processes and workflow.
  • Create, assemble and report organizational performance metrics and associated tactics for improvement in various settings; serve on the Patient Safety and Quality Committees.
  • Establish/chair a formal patient and family advisory council for UPMC to consistently engage patients and families in the design of processes to improve the patient experience.
  • In partnership with the UPMC Center for Quality, Safety and Innovation, Wolff Center, design and implement organizational strategies to achieve system goals including patient experience and satisfaction goals.
  • Analyze and integrate patient complaint and grievance data into quality improvement initiatives.
  • Direct all operations within the UPMC Operations Improvement and Patient Experience department including hiring, performance development, training, and all other competencies expected of UPMC managers.
  • Partner with UPMC Center for Quality, Safety and Innovation, Wolff Center, to oversee Press Ganey patient satisfaction survey responsibilities including, but not limited to: monthly distribution, quarterly distribution, assessing customer's needs and participating in committees to address patient satisfaction needs.
  • Develop and implement a departmental annual plan designed to leverage all resources to improve the patient experience through formal and measurable interventions.
  • Serve as the senior internal consulting resource for the overall patient experience at UPMC Susquehanna to provide guidance and input related to strategic planning.
  • Work in collaboration with other departments to provide formal education on UPMC's culture of service excellence, operations improvement, patient satisfaction and patient rights and responsibilities.
  • Serve as chair of the service excellence council and as an ad hoc member of the Patient Safety and Quality Committee.
  • Develop and monitor triggers in conjunction with leadership to identify patients with needs that are outside the scope of all other clinical and ancillary disciplines on the assigned unit.
  • Develop relationships and integrate all team members including physicians into the team's work. Report program findings, results, and changes at various settings and meetings. Form relationships with various setting in the continuum of care based on program issues/work.
  • Assume leadership role in the development of process improvement opportunities related to changes in clinical practice to support organizational goals. Apply innovative and creative skills to ensure that the process improvement opportunities are identified and addressed.
  • Establish/chair a formal patient and family advisory council for UPMC to consistently engage patients and families in the design of processes to improve the patient experience.
  • Provide collaborative leadership on a consistent basis that connects UPMC's complex matrix environment including leadership, staff, nursing, employed physicians, private practice, and multiple clinical sites.
  • Work with other departments to provide in-services and education on UPMC's culture of service excellence, patient satisfaction and patient rights and responsibilities. Demonstrate UPMC's commitment to Service Excellence by understanding the needs of patients, their families, physicians and co-workers and doing what is required the first time, every time by being responsible, sensitive, accurate, timely, coordinated and thorough
  • Partner with Center for Quality, Safety and Innovation to oversee Press Ganey patient satisfaction survey responsibilities including, but not limited to: monthly distribution, quarterly distribution, assessing customer's needs and participating in committees to address patient satisfaction needs. Develop annual plan to leverage data to improve the patient experience through formal and measurable interventions.
  • In partnership with UPMC leadership and the Center for Quality, Safety and Innovation, design and implement organizational strategies to achieve patient experience and satisfaction goals.
  • Oversee patient relations staff at UPMC to ensure regulatory compliance and employment of national best practices for patient satisfaction. Integrate complaint and grievance data into quality improvement initiatives. Direct all operations within the Patient Relations department at UPMC including hiring, performance development, training, and all other competencies expected of UPMC managers.
  • Serve as the senior internal consulting resource for the overall patient experience at UPMC by putting patients first. Serves as an advocate for UPMC patients ensuring their emotional, spiritual and clinical needs are served.

Qualifications

  • Bachelor's degree in healthcare or related field required, advanced degree preferred. 
  • Five years' experience in healthcare leadership role.  
  • Must possess excellent inter-personal communication and customer service skills; demonstrates the ability to troubleshoot difficult human, technical and administrative problems while staying focused on resolution; knowledge of quality and process improvement strategies. 
  • Ability to follow well-defined process improvement methodologies including Plan, Do, Check, Act, (PDCA) and Define, Measure, Analyze, Improve-Implement, and Control, (DMAIIC) when addressing both simple and complex problems. 
  • Proficient in the use of computers; requires solid working knowledge of MS Office Suite (Word, Access, Excel, Power Point)., 
  • Knowledge of various aspects of quality and process improvement through IHC, IHI, Lean Systems management and other techniques preferred. 
  • Ability to organize and define problems, develop strategies, and carry out action plans. 
  • Experience in effective presentation of quality efforts to medical professionals of multiple disciplines 
  • Ability to analyze data, formulate conclusions and develop and execute corresponding action plans. 


Licensure, Certifications, and Clearances:
LEAN/Six Sigma Green Belt certification required, LEAN/Six Sigma Black Belt preferred.

  • Act 34

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

    Salary Range: $0 / hour

    Union Position: No

    Apply Current Employee?

    UPMC VALUES

    At UPMC, our shared goal is to create a cohesive, positive, experience for our employees, patients, health plan members, and community. If you too are driven by these values, you may be a great fit at UPMC!

    QUALITY & SAFETY
    DIGNITY & RESPECT
    CARING & LISTENING
    RESPONSIBILITY & INTEGRITY
    EXCELLENCE & INNOVATION

    UPMC provides a total rewards package that can help you achieve the goals you have for your career and your personal life. Whether you want to learn a new skill through a training course, reach personal health and wellness targets, become more involved in your community, or follow a career path that provides you with the right experience to be successful, UPMC can help you get to where you want to be.


    WORKING HERE



    Now more than ever, YOU can help us shape our communities and UPMC into a better place for everyone to work, study, play, and thrive.

    Learn more about working here and check out our policies and recent updates.

    UPMC Health Plan Named Best Places to Work for LGBTQ Equality in 2020


    UPMC Ranked #1 Best Places for Women and Diverse Managers in 2019

    Share:
    Talent Network