Senior Director, Network Patient Experience Informatics,

Job Summary: Under the direction of the SVP, Chief Patient Experience Officer, the Senior Director of Patient Experience Informatics provides decision support and drives network-wide outcomes to improve patient experience enterprise wide through support, analytics, and transparency of patient experience data. This role performs data analysis and research to identify trends and opportunities using different platforms to facilitate and support overall patient experience strategy for all 9 WMCHealth hospitals and medical practice/ambulatory services clinics. An expert in measurement, this position works in partnership with the SVP, Chief Patient Experience Officer and VP of Patient Experience to ensure the organization meets or exceeds the service goals as measured by the organization and federal / state required patient experience surveys.

Responsibilities

• Manages WMCHealth Patient Experience Data & Analytics programs across the network.
• Serves as key contact for external experience data vendors and liaisons for WMCHealth internal stakeholders.
• Oversees support for consumer analytics and patient experience engagement tools.
• Acts as internal content expert responsible for providing the organization with consistent and actionable data to drive patient experience improvements across all 9 hospitals within the WMCHealth network.
• Designs and implements comprehensive and cadenced patient experience reporting and analytics for WMCHealth, including goal setting and metric monitoring.
• Supervises setup of onboarding/off boarding of clinical personnel and locations.
• Manages the entire database, including survey modifications and customizations, setting targets for sampling and response rates system-wide.
• Collaborates with IT/System Analytics to obtain and provide data and works with IT/Data Warehouse to resolve technical problems related to data.
• Compiles, edits, and interprets results using a variety of techniques, ranging from simple data aggregation via statistical analysis to complex data mining.
• Identifies best practices, benchmarking, and indicators with correlating results.
• Leverages extensive, deep analytical knowledge, and process improvement skills to drive the development of analytical solutions.
• Directs and supports site-based patient experience “deep-dives” including reviewing key themes and opportunities for improvement and driving ongoing patient experience initiatives.
• Leads initiatives involving exploration and analysis of data across a variety of patient feedback data platforms across the network.
• Develops and disseminates dashboards for easy end-user interpretation and analysis to key stakeholders and senior leaders.
• Develops tools and resources to help leaders, physicians, and caregivers drive improvement through actionable reporting.
• Tracks and trends regulatory publicly reported data, quality, CAHPS, and consumer analytics network-wide.
• Prepares regular and special reports regarding hospital service performance for leadership meetings at all levels, including the Board of Trustees.
• Adheres to WMCHealth policies and procedures and safeguards organizational assets.

Qualifications Experience:

• 7 years of experience relevant to patient experience, required
• Experience in a teaching hospital and/or health administration management, preferred

Education

• Master’s degree in a related field required

Licenses / Certifications: N/A Other

• Proficiency in analyzing and interpreting patient experience data
• Excellent customer service, interpersonal communications, critical thinking, problem solving, and conflict resolution skills.
• Excellent analytic skills are required, including analysis, planning, organizing, and troubleshooting.
• An ability to rapidly identify and define problems, collect and analyze data, establish root cause, and identify and implement optimal solutions.
• Ability to, under minimal supervision, function in high stress, multitask, and establish priorities.
• An ability to work collaboratively in a fast-paced team environment.
• A team player with proven success applying team approach to obtain resolution and work effectively with all levels in a large matrix organization.
• Proficiency with office equipment and computer applications.