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UPMC continues to comply with governmental guidance related to local, state, and federal COVID-19 vaccination for employment. All employees and affiliated staff of UPMC entities are considered essential health care workers and will be accountable to follow the Centers for Medicare & Medicaid Services (CMS) federal vaccine mandate. To be compliant with the federal mandate, employees must complete the approved vaccination dosage regimen currently defined by the federal government. Compliance with the federal mandate is encouraged before hire. Medical and religious exemption requests may be submitted for consideration.

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   Current UPMC employees must apply in HR Direct

Director, Patient Experience

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 St. Margaret's 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.
  • Will have oversite of Volunteer Services, Spiritual Care, and Concierge teams. 

 

Qualifications

  • Bachelor's degree in healthcare or related field required.
  • Master's degree preferred
  • Five years' experience in healthcare or patient relations
  • Customer Service experience, strongly preferred 
  • Must possess excellent communication and customer service skills; troubleshooting skills to find solutions to difficult human, technical, clinical or administrative problems; highly developed interpersonal skills; and diplomacy and tact.
  • 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.
  • Proficient use of computers; requires solid working knowledge of MS Office Suite (Word, Access, Excel, Power Point).


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

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Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct