Job description


Job Description & Salary Range

UC Title: Director

Position Number: 10007339

Reports to: Chief Nursing Officer

Working Title: Director Of UCI Experience

Cost Center: Administration (8613)

Bargaining Unit: None

FLSA: Exempt

Job Code: 0245

Date Created: 03/20/2018

Shift: Day Shift

Hours: 40.00

Position Summary:

Director of UCI Experience is responsible for working with all levels of the organization to build an extraordinary culture of excellence in patient and family experience as well as a highly engaged and energizing working environment for employees. The primary focus of this leader is to build a strategic framework for the UCI Experience, define service excellence goals and objectives, and to develop and implement programs that foster a patient-centric culture with an emphasis on accountability and customer service. Secondary responsibilities are to partner with HR Leadership to build the employee centric culture necessary to enable a truly patient-centric culture.

The Director will direct and serve on various relevant committees, ad hoc task forces, and subcommittees addressing issues of (patient and family, and employee) experience. They will also serve as a role model and coach for leaders and employees, identifying and recommending ongoing staff development opportunities and curriculum content necessary to meet the service excellence program goals.

The position will report directly to both the Chief Nursing Officer and the Chief Human Resources Officer. Position will have 6 direct reports.

Required Qualifications:

10 + years of progressively increasing responsibilities, including at least 5+ years of leadership experience (preferably in an academic medical setting)

Ability to define problems, collect data, establish facts and analyze and interpret data in order to draw data-driven insights and conclusions

Ability to effectively plan for and optimally manage resources

Ability to establish and maintain effective working relationships across the HealthSystem

Ability to maintain a work pace appropriate to the workload

Ability to maintain composure when confronted by difficult situations and to respond professionally

Ability to plan strategically, develop objectives and implement tactical plans to achieve desired outcomes

Ability to simultaneously manage multiple medium to large projects

Able to build a culture of excellence while fostering loyalty across constituency

Actively develops staff and colleagues, and provides regular performance feedback

Adapts quickly to changing conditions by responding positively, assimilating new processes into job functions and taking ownership

Broad healthcare knowledge with demonstrated experience related to customer service and/or patient experience

Collaborates with a variety of departments to ensure care is consistently patient-centered, and seeks to exceed expectations of patients and families

Demonstrated ability to effectively influence large workforces.

Effective time management and organizational skills to identify, prioritize and reach goals and objectives, cope with multiple demands in timely manner, and overcome changing priorities

Excellent written and verbal communication skills in English

Flexible work style, tactful, poised, and patient

Fosters and promotes a positive and professional image

Must demonstrate customer service skills appropriate to the job

Must possess the skill, knowledge and ability essential to the successful performance of assigned duties

Proven track record of results and working with senior management

Self-directed with strong interpersonal skills

Skilled in recognizing an emergency or high priority situation, and taking appropriate and immediate action

Successful experience in organizational/cultural change

Preferred Qualifications:

Knowledge of University and medical center organizations, policies, procedures and forms

Master's in Business Administration, Nursing, Healthcare Administration or other relevant field

Previous consulting experience at a large organization

Physical, Mental & Environmental Demands:

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

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Job No:
Posted: 3/21/2018
Application Due: 5/20/2018
Work Type: