Job Description

Overview Summary: The Director of Patient Experience leads efforts to enhance patient, employee, and physician engagement across the YRMC continuum of care. This role ensures that leaders and staff are equipped to foster a collaborative, patient-centered environment. As a key resource for medical staff, nursing, management, volunteers, and all employees, the Director designs, plans, coordinates, and implements policies, processes, and programs that support a culture of healing and positive experiences for all. The Director provides strategic direction for system-wide service excellence and patient relations initiatives, overseeing a data-driven program to track and analyze service excellence trends and optimize outcomes. This role is responsible for developing a strategic vision to elevate patient experience at all levels of the organization. The Director also communicates progress on service and patient relations to the Executive Team and Board of Directors, while coaching employees and leadership to leverage collaboration tools and programs for optimal experiences. Additionally, the Director manages the department's operations to meet the organization's goals and provides leadership in its ongoing growth and success. Location: Yuma Medical Center | Status: REGULAR FULL TIME | 80.00 Hours Every Two Weeks | Shift: Days | Pay Type: Annual Salary Responsibilities Planning/Vision Competency: a) Provides vision, forward thinking and strategic planning in a proactive manner while being open-minded and creative in establishing a strategic direction. b) Develops through an integration of ideas of those involved, an organized strategy to achieve both short- and long-term objectives for the department. Effectively communicates strategy to obtain commitment by the responsible individuals. Accountability: Leads and supervises the Advisor Team, ensuring effective management and support. Oversees rounding practices and is responsible for the development and delivery of training programs. Leads the strategic planning process for the respective department. The incumbent works with others in leadership as well as physicians to identify and evaluate programs and emerging technologies. Fiscal Management Competency: a) Demonstrates a personal accountability for financial results through development of an annual budget and operational plan and management of performance based on plan. b) Engages staff in efforts to contain costs and improve the efficiency and cost-effectiveness of services. Understands the basics of health care financial management. Accountability: Establishes budget targets for department, provides oversight for the process, and holds self and other individuals accountable for compliance with annual budget plan. Identifies program or service growth opportunities and methodologies to enhance revenues. Able to manage a volume adjusted budget. Customer Service Competency: a) Exhibits unyielding commitment to providing excellent service to patients, physicians, employees and other customers. b) Demonstrates strong communication skills through effective exchange of information with others, including written and oral communication, active listening, influencing the behavior of others and building personal rapport. c) Communicates with others in an open and friendly manner, while simultaneously building credibility and rapport. d) Exhibits strong interactive skills through a demonstration of respecting others' feelings, ideas and opinions; fosters an open interchange, displays a genuine understanding and acceptance of others. Demonstrates perceptivity regarding others' feelings, ideas and opinions. Accountability: Responsible for assuring a respectful work environment. Promotes Patient & Family Centered Care. Sets the tone in the department by communicating values and attitudes that will significantly shape the culture of the group. Models appropriate behaviors and values; sets expectations for respectful behavior with all employees. Supports collaboration between patients, families, health care practitioners, and health care leaders in policy and program development, implementation, and evaluation; in facility design; professional education, and delivery of care. Operational Management / Quality in Everything We Do Competency: a) Exhibits a commitment to operational management and completing tasks through personal initiative, persistence. Demonstrates an ability to plan, organize, coordinate, prioritize, balance workload and follow through to achieve institutional and individual goals and objectives. b) Demonstrates use of good judgments and sound decision making to systematically address problems, define alternate solutions, negotiate and facilitate implementation of solutions. c) Able to balance need for consensus and involvement with need for decisiveness and action. Provides consistent and open encouragement to trying new and creative approaches, yet willing to make a decision and take a stand. Contributes new ideas and new ways of thinking to improve departmental performance and services. Identifies need for change and develops/accepts creative approaches and solutions. Participates in performance improvement activities, and by challenging processes, eliminates inefficient/ineffective procedures and waste by collaborating with co-workers or across departments to improve processes. Implements an effective and on-going program to monitor, evaluate and improve the quality of services delivered. Accountability: With the assistance of direct reports, develops processes and procedures which are effective, efficient and aligned with organizational goals and values. Responsible for coordinating and integrating intra-hospital services. Ensures division has qualified staff and needed resources in order to deliver safe quality care and outcomes. Establishes performance standards with which to measure effectiveness and efficiency of services. System Thinking Competency: a) Ability to see how individual actions contribute to the overall good of the institution. Understands and is able to communicate how individual and department goals overlap with the organization\'s goals. b) Demonstrates commitment for the good of the organization while maintaining congruence with commitment to the department. c) Able to recognize and use information about organizational climate and key individuals to accomplish legitimate organizational goals. d) Aware of the importance of timing, politics and group processes in managing change. e) Able to balance department needs with the hospital needs. Skillful at reconciling the two without sacrificing the critical needs of either. Accountability: Works collaboratively with a variety of key stakeholders to achieve team, department and organizational goals. Human Resources Management Competency: a) Able to develop others through setting clear expectations, mentoring and coaching, and holding others accountable for results. b) Utilizing work force analysis, identifies required competencies needed for effective management of human resources and is able to identify short and long-term staffing needs. c) Conducts oneself in an honest, credible, trustworthy manner consistent with the organization\'s values. Demonstrates an integration of values, beliefs, attitudes and behaviors through an acceptance of responsibility and accountability for individual\'s own actions. Accountability: Ensures that the workforce has the necessary skills to accomplish the work required to achieve the objectives of the department. Partners with Human Resources to develop long-term human resource plans, anticipating future needs and developing employees able to meet those challenges. Fosters an open working environment for easy access to express ideas and concerns. Demonstrates and expects open communications. Promotes an environment that is open and collaborative while keeping the team focused on a common goal. Builds rapport, encourages teamwork, creates an environment where employees may feel empowered. Community Competency: a) Leverage the unique system capabilities (hospital and community providers) to increase value for external and internal customers and eliminate barriers to care. b) Participate in community involvement. c) Champion community involvement in the department and throughout the organization. Accountability: Promote and encourage community involvement throughout the department. Incorporate community goals in overall departmental goals. Demonstrate involvement in community events and hospital partnerships. Maintains appropriate continued education as it relates to the role. Other Duties as assigned. Education and Experience Education: Master\'s degree preferred; CPXP certification required within 2 years of hire. Minimum Experience Required: 5+ years related; 3+ supervisory experience Certifications Certified Patient Experience Professional (CPXP) required within 2 years of hire. Organization Join us at Yuma Regional Medical Center dba Onvida Health. Life in Yuma, Arizona and career opportunities with Onvida Health are described in the posting. Onvida Health values progress with kindness and integrity. About Yuma Life in Yuma, Arizona: Yuma is recognized by Guinness World Records as the Sunniest City on Earth, offering outdoor recreation and a welcoming community. For more information, visit the Visit Yuma and Yuma Chamber of Commerce sites. #J-18808-Ljbffr Onvida Health

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