System Director Patient Experience

Patient Care / Services Pittsburgh, Pennsylvania

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Position at Allegheny Health Network (Corporate)

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Job Title: System Director Patient Experience
Date Posted: 01/23/2017
Position Number: 55639
Location: Allegheny Health Network Corporate Office

Allegheny Health Network is an integrated delivery network focused on preserving health care choice and providing affordable, high-quality care to the people in our communities. With more than 17,000 employees including 7,400 health care professionals, nearly 200 primary care and specialty care practices, Allegheny Health Network includes seven hospitals in Pennsylvania with nearly 2,400 licensed beds.

Allegheny Health Network’s clinical expertise ranges from primary care to the most complex surgical procedures. Services include cancer diagnosis and treatment, cardiovascular care, neurological and neurosurgical services, organ transplantation, orthopedic and rehabilitation services, and women’s health.

Status: Full-Time
Non-Union
Pay Grade: 19

Job Summary: Responsible for overseeing all operations of the Office of Patient Experience for Allegheny Health Network (AHN). Responsible for designing and  operationalizing AHN's strategic approach to improving the patient experience and patient satisfaction outcomes and ensuring executive of best practices that are aligned<p

with the system experience vision, strategic plan and priorities. Oversight and management of the functional areas of system strategic experience advisors, entity-based Managers of Patient Experience and entity based service recover specialists. In addition, will provide oversight for data analysis and project management specifically allocated to the Office of Patient Experience.

Job Responsibilities:

  • Responsible for the daily operations for the Office of Patient Experience.
  • Responsible for oversight and management of patient experience related data ensuring collection, dissemination, validation and education is consistent and system wide.
  • Represents the Office of Patient Experience on system wide initiatives, including but not limited to cross-functional project, committees and working groups.
  • Oversight of all system patient experience team members including resource and productivity management, process improvement, budget and personnel management.
  • Responsible for training, coaching and mentoring of direct and indirect reports and functional teams. Ensure appropriate staffing model, flexing model as needed to meet local entity needs.
  • Ensure cross training of staff as appropriate.
  • Ensure appropriate subject matter expertise is available for regulatory and compliance elements of customer complaint management and closure of grievances within regulatory guidelines on behalf of AHN. Ensure appropriate subject matter expertise is available for patient satisfaction metrics (CAHPS, etc.)

Education: Bachelor's degree in healthcare related field, business or human services required. Master's degree required.

Complexity of Work: Ability to execute and deliver measurable results. Ability to oversee and manage multiple priorities and complex projects. Ability to build relationships at local and system level and lead through influence. Strong conflict management, interpersonal, negotiation and communication skills. Excellent business literacy skills. Serve as a consistent role model for exceptional experience.

Required Experience: Minimum of 8 years experience in customer/patient experience and/or healthcare leadership and successful teaching, training, coaching and mentoring experience in healthcare setting required. Minimum of 1 year experience in operationalizing and executing on system strategy with measurable impact. Prior clinical experience preferred.

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