Senior Director, Care Experience
US-ID-Boise
careers
Req #: 101028
Type: Full-Time
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Overview: At St. Luke's, we pride ourselves on fostering a workplace culture that values diversity, promotes collaboration, and prioritizes employee well-being. Our commitment to excellence in patient care extends to creating an environment where our team can thrive both personally and professionally. With opportunities for growth, competitive benefits, and a supportive community of colleagues, St. Luke's is truly a great place to work. Make a Real Difference - Lead the Way in Care Experience What You Can Expect: * Drive the Vision: Lead system-wide efforts to create a consistent, compassionate, and exceptional experience for our patients, consumers, and communities - every time. * Team Up Across the System: Partner with clinical and operational leaders to embed empathy, respect, communication, and service excellence into everything we do. * Turn Feedback Into Action: Utilize data to identify trends, gaps, and opportunities for improving patient satisfaction and clinical outcomes. Translate feedback from the voice of the customer into strategies and tactics that improve the human experience throughout the care continuum. * Inspire Culture Change: Champion a people-first mindset and help foster a culture of compassion, empathy, and patient advocacy. * Lead an Awesome Team: Mentor and guide a talented group of patient experience professionals across the health system. Qualifications: * Master's degree * 10 years' relevant experience (specific to patient/care experience in healthcare) We're looking for a passionate, visionary leader to step into the role of Senior Director of Care Experience to help us take patient-centered care to the next level. If you're a strategic thinker, strong influencer, a relationship-builder, and someone who truly gets what great care feels like, this might be the perfect role for you! Responsibilities: Responsible for oversight, design, and integration of strategies impacting care experience across the enterprise in alignment with St Luke's vision, strategies, focus areas and corporate character. The Director Senior Care Experience will collaborate with key leaders and departments to enculturate best practices to reach optimal value for consumers, patients and communities served. * Utilize data analytics to identify trends, gaps, and opportunities for improving patient satisfaction and clinical outcomes. Translate feedback from the voice of the customer into strategies and tactics that improve the human experience throughout the care continuum. Establish key performance indicators (KPIs) to measure the effectiveness of care experience initiatives. * Establish and maintain strong relationships with community stakeholders, patient advocacy groups, and local organizations to ensure care services meet community needs. * Drive performance improvement in care experience across the enterprise with a focus on integration and alignment. This includes enhancing partnership at the system and operational levels, specifically with quality, marketing/communications, consumer access & experience, care management, IHT, and senior operational leaders. Lead cross-functional teams to create environments that promote empathy, respect, and communication between patients, families, and caregivers. * Serve as a principal advisor and key resource on strategies, workflows, policies, technological solutions, and other operations or purchases impacting care experience. Serve as contract owner for outside vendor for care experience centered purchased services. * Conducts ongoing review of existing care experience, person-centered care and engagement initiatives, programs, policies, and procedures to identify barriers to success, gaps or discrepancies, and opportunities for improvement; Recommends workable and cost-effective solutions or revisions to translate concepts of service excellence into actionable behavior. * Creates an environment that encourages leaders to work in a collaborative manner and adhere to cross-functional governance principles to promote standardization, sharing and adoption of best practices, and stewardship of the organization's resources. * Develops a high performing team and fosters development, coaching, engagement, accountability, collaboration, and innovation. Cultivate a culture of compassion, empathy, and patient advocacy among healthcare providers and staff. Responsible for building coordinated succession planning efforts within areas of responsibility. * Serves as a liaison manager of the Experience Collaborative and utilizes appropriate cross functional governance teams for decision making. * Utilize data analytics to identify trends, gaps, and opportunities for improving patient satisfaction, clinical outcomes, and financial performance. Integrate patient and family feedback to continuously enhance care services and environments. * Ensure training and resources are available to support front-line team members and leaders in delivering an exceptional care experience. Qualifications: Education: Master's degree Experience: 10 years relevant experience Licenses/Certifications: None
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