Description

Are you someone who likes to influence people towards change and drive results?

This position will strategize to improve the patient experience and provide in-services and education on UPMC's culture of service excellence by working in collaboration with interdisciplinary departments. In conjunction with the mission and vision of UPMC, this position will promote the culture of service excellence.

Direct all day-to-day operations within the Patient Experience department including hiring, performance development, and training of staff. This role will work closely with hospital leaders to promote best practices to ensure positive patient outcomes.

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.
• Direct all operations within the 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.
• Work in collaboration with other departments to provide formal education on UPMC's culture of service excellence.
• 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
• 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.
• 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

Qualifications:

• Bachelor's degree in healthcare or related field required. Master's degree preferred
• Five years' experience in healthcare or patient relations
• 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

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

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.