at Cook County Government in Chicago, Illinois, United States
Job Description
Job Summary
The Director of Patient Experience, in collaboration with Cook County Health's (CCH) administrative and clinical leadership, develops and leads the implementation of organizational policies, procedures, and strategic initiatives to achieve positive, measurable changes in organizational culture, practices, environment and behaviors that impact patient satisfaction, retention and willingness to recommend our services. The Director works with department leaders on improvement plans that are based on current, industry-based best practices; Develops patient experience curricula for both new employee orientation and ongoing education of staff. Continuously evaluates the status of services initiatives for
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Scalability and adoption across the health system. Participates in policy and/or procedure development
to support the sustainment of best practices over time. Identifies and ses relevant metrics to evaluate success of initiatives and modify efforts as indicated. Develops and monitors an on-going patient experience improvement plan that specifies priorities, objectives, initiatives, projects, deliverables, time­ frames, accountabilities and measures of success for the system, with regular status reporting to CCH's executive leadership team and the CCH Board as requested.
This position is exempt from Career Service under the CCHHS Personnel Rules.
General Administrative Responsibilities
Collective Bargaining
Review applicable Collective Bargaining Agreements and consult with Labor Relations to generate management proposals
Participate in collective bargaining negotiations. caucus discussions and working meetings
Discipline
Document, recommend and effectuate discipline at all levels
Work closely with labor relations and/or labor counsel to effectuate and enforce applicable Collective Bargaining Agreements
Initiate, authorize and complete disciplinary action pursuant to CCH system rules, policies, procedures and provision of applicable collective bargaining agreements
Supervision
Direct and effectuate CCH management policies and practices
Access and proficiently navigate CCH records system to obtain and review information necessary to execute provisions of applicable collective bargaining agreements
Management
Contribute to the management of CCH staff and CCH' systemic development and success
Discuss and develop CCH system policy and procedure
Consistently use independent judgment to identify operational staffing issues and needs and perform the following functions as necessary; hire, transfer, suspend, layoff, recall, promote, discharge, assign, direct or discipline employees pursuant to applicable Collective Bargaining Agreements
Work with Labor Relations to discern past practice when necessary
Typical Duties
Assess, benchmark and analyze patient satisfaction
Manages and leads the evaluation of the CCH's Patient Satisfaction Survey; Works with the vendor to ensure optimal access to and functionality of the vendor's resources
Analyzes the significance of these results, compare key results to internal and external benchmarks, and track and trend selected results over time
Facilitates leadership and team interpretation of the data and their relevance to the CCH strategic direction
Deploys additional approaches to measure patient satisfaction as needed to understand the patient experience and gain sufficient information and insight to recommend strategic initiatives and interventions
Disseminate results
Communicates with CCH leadership regarding potential clinical and business implications of results in the context of organizational strategy and the larger competitive marketplace
Collaborates with CCH leadership to disseminate patient satisfaction results, including analysis of key findings and implications of results
Draws on knowledge about federal regulations regarding measurement and utilization of patient satisfaction data in healthcare operations
Collaborates with communications and marketing experts to assist with effective dissemination of survey results to mid-level and front-line staff
Identify, launch and integrate patient experience initiatives across the system
Identifies priority focus areas and recommend to CCHs leadership key strategies with potential to improve the patient experience and survey results
Facilitates a process for defining approaches that can be effectively deployed to influence the patient experience, with key actions that can be initiated at the system level as well as actions that can be piloted at local level in response to findings
Sets goals, objectives, timelines and accountabilities for initiatives
Creates and manages patient experience teams. Provides initial and ongoing training to team leaders and team members. Provides support to teams and/or identifies additional resources necessary to support... For full info follow application link.
COOK COUNTY HEALTH AND HOSPITALS SYSTEM IS AN EQUAL OPPORTUNITY EMPLOYER
