• 2300048

JOB SUMMARY:

Work collaboratively with VUMC leaders and providers to effectively capture, analyze, interpret, and take action for improvement of patient perceptions of service and satisfaction. Manage the vendor(s) relationships and processes for completing the surveys. Conduct or direct work for completion of other survey research efforts. Provide overall leadership for the department of Service Measurement & Improvement by developing goals, objectives, policies and procedures; supervising, coordinating and evaluating the activities; preparing operating/capital expenditure budgets; performing essential administrative functions.

POSITION: Full-Time, Remote Hybrid (variable, at least 1 day per week onsite as needed)

KEY RESPONSIBILITIES:

• Develop goals, objectives and strategic direction for Patient Experience based on interpretation of institutional strategic initiatives, policies and goals.
• Actively participate as a member of the Patient Experience & Service Improvement Council. Align department initiatives and goals to support the VUMC Pillar Goals and the Patient Experience and Service goals.
• Effectively communicate the vision and goals and mentor staff to understand, share and support the goals and objectives.
• Analyze impact of decisions and plans; such as anticipation of goal and metric changes and impact on the organization.
• Actively seek and incorporate best practices.
• Communicate within and across departments to maximize effectiveness, efficiently and information sharing.
• Create an environment that encourages and supports self-development and learning for all staff through regular feedback, by assuring the development of staff through orientation, training programs, work experiences and assessing competencies by meeting the performance expectations stated in his or her job description in a timely manner (normally annually).
• Manage the patient experience research processes to evaluate patient satisfaction in all VUMC inpatient, ambulatory surgery, outpatient diagnostic, outpatient clinic and emergency room settings.
• Make recommendations to administrative groups and senior leadership regarding research methodology, systems, and applications for patient satisfaction measurement processes.
• Manage the processes for VUMC participation in the CAHPS initiatives. Serve as a content expert about HCAHPS and other publicly reported patient experience data processes.
• Manage patient experience survey vendor relationships and seek out improvements in efficiency or cost reductions.
• Develop and manage processes of analysis, reporting and distribution of results.
• Coordinate the development and delivery of training for medical center staff, managers, and faculty on access, interpretation, and use of the experience survey data and system.
• Identify training needs for each constituency group.
• Facilitate processes for making the patient experience results available online and through distributed reports.
• Assessment of customer need regarding use of patient experience results for process improvements.
• Prepare annual operating and capital budgets for department.

CORE CAPABILITIES:

SUPPORTING COLLEAGUES (M4):

• Develops Self and Others: Acts upon constructive feedback from all levels of the organization and initiates strategies to develop talent in others.
• Builds and Maintains Relationships: Leverages relationships and insight to forecast potential future needs and influence delivery of work to exceed expectations.
• Communicates Effectively: Anticipates different audience concerns, styles and finds mutually beneficial solutions across conflicting and sensitive issues.

DELIVERING EXCELLENT SERVICES (M4):

• Serves Others with Compassion: Demonstrates in-depth knowledge of broad-based issues and considers the interests of others to improve satisfaction of services.
• Solves Complex Problems: Critically evaluates complex information and identifies trends/ risks to make recommendations to improve processes across areas.
• Offers Meaningful Advice and Support: Provides ongoing feedback and development discussions to motivate and support team members to maximize performance.

ENSURING HIGH QUALITY (M4):

• Performs Excellent Work: Anticipates problems or obstacles which may interfere with quality standards and develops plans to ensure area’s quality standards are met.
• Ensures Continuous Improvement: Routinely draws upon valuable learning from others, past experiences, and new information to determine key opportunities.
• Fulfills Safety and Regulatory Requirements: Develops appropriate corrective actions for unsafe environments in order to ensure operational and safety compliance.

MANAGING RESOURCES EFFECTIVELY (M4):

• Demonstrates Accountability: Identifies potential obstacles to goal achievement and develops solutions to address those obstacles.
• Stewards Organizational Resources: Creates the appropriate systems and processes to effectively manage resources.
• Makes Data Driven Decisions: Applies in-depth knowledge of data to recommend and implement new approaches to improve decision making capabilities.

FOSTERING INNOVATION (M4):

• Generates New Ideas: Identifies opportunities and leads development of new initiatives that create value across areas .
• Applies Technology: Creates the energy and drive for self/others to identify and leverage technology in new, innovative ways to drive greater efficiencies.
• Adapts to Change: Anticipates the change process and clearly communicates impact on others/own team(s), assisting them in embracing the change.

Bachelor's Degree (or equivalent experience) and 7 years experience

Licensure, Certification, and/or Registration (LCR):

• Physical Requirements/Strengths needed & Physical Demands:
  
  
  Movement
  
  • Occasional: Sitting: Remaining in seated position
  • Occasional: Standing: Remaining on one's feet without moving.
  • Occasional: Walking: Moving about on foot.
  • Occasional: Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another
  • Occasional: Push/Pull: Exerting force to move objects away from or toward.
  • Occasional: Bending/Stooping: Trunk bending downward and forward by bending spine at waist requiring full use of lower extremities and back muscles
  • Occasional: Crawling:Moving about on hands and knees or hands and feet.
  • Occasional: Reaching below shoulders: Extending arms in any direction below shoulders.
  • Occasional: Handling: Seizing, holding, grasping, turning or otherwise working with hand or hands.
  
  
  
  Sensory
  
  • Occasional: Vision: Clarity of near vision at 20 inches or less and far vision at 20 feet or more with depth perception, peripheral vision, color vision.
  • Frequent: Noise: May include exposure to occupational noise levels which equal or exceed an 8-hr time-weighted average of 85 decibels, requiring enrollment in VUMC's Hearing Conservation Program which includes training, use of hearing protection, and periodic audiometry.
  • Continuous: Communication: Expressing or exchanging written/verbal/electronic information.
  
  
  
  Environmental Conditions
• Vanderbilt Health recognizes that diversity is essential for excellence and innovation. We are committed to an inclusive environment where everyone has the chance to thrive and to the principles of equal opportunity and affirmative action. EOE/AA/Women/Minority/Vets/Disabled
  

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