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Transforming Lives

The University of Miami is among the top research universities and academic medical centers in the nation, and one of the largest private employers in South Florida.

With more than 16,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.

The department of Patient Experience has an exciting opportunity for an Executive Director Director, Improvement and Innovation to work on the UHealth campus. The incumbent develops an integrated patient focused service plan, in collaboration with system-wide leadership, and oversees initiatives that create a positive experience for all patients and guests.

CORE FUNCTIONS

• Develops an integrated patient focused customer service plan, including vision, mission, business case, strategy, deliverables, project execution, measurement, and results. Gathers feedback through interaction with patients and hospital staff and utilizes information gathered to spearhead improvements.
• Works in partnership with the Senior Leadership, on patient/member experience program, development, validation, implementation, training, and special projects on a system-wide level. Meets regularly with leadership to discuss patient experience, key performance indicators, opportunities for improvement, and to resolve any issues.
• Works closely with internal and external parties to manage and facilitate high visibility processes and projects, which enhance patient satisfaction and focus on the patient's overall experience and navigation.
• Maximizing data analytics and leverages patient engagement tools to enhance the human-centered-experience through sharing of best practices and reporting data throughout the system. Analyzes and presents project data to senior leaders.
• Monitors facility-wide practices that enhance Press Ganey, CAHPS, and reports patient satisfaction data.
• Raises awareness across the institution on the importance of increasing patient safety, service, satisfaction, and efficiency by incorporating performance improvement methodologies and accountability dashboards.
• Provides analysis of patient metrics and leads efforts to develop and refine analysis of patient/member experience data.
• Collaborates with clinical, administrative, and operations leadership to recommend and implement initiatives that continually promote improvements that impact patient/member experience. Simplifies the understanding of the patient experience and garners support and implementation of best practices.
• Creates methods and resources for embedding improvements and promotes ongoing support for a patient/member- centered culture beyond the engagement period. Coaches, educate, and inspires employees at all levels on patient/member experience endeavors. Provides recommendations for operational improvements.
• Optimizes system outputs by evaluating and increasing the effectiveness and efficiency for meeting patient experience needs and expectations.
• Consults across the system on all aspects of the patient experience, while interpreting patient metrics, and leads efforts to develop and refine analysis of patient experience data.
• Create patient experience dashboards that encompasses data from all operating systems
• Maintains current knowledge of external market to understand best practices and to develop initiatives and business plans for the improvement of the patient experience. Implements new innovative approaches based on best practices in the industry
• Supervises, mentors, disciplines, trains, and discharges department staff and prepares performance reports.
• Ensures internal control oversight and compliance with laws and regulations, safeguarding of assets, compliance with University policies and procedures, reliability of internal and external reporting, and efficiency and effectiveness of operations. Creates an effective control environment, conducts risk assessment, implements, and monitors controls.
• Other duties as assigned.

CORE QUALIFICATIONS

• Master’s degree in related field required
• Minimum 5 years of relevant experience required
• Experience in healthcare and/or hospitality field, with demonstrated achievements in leading, implementing, improving, and maintaining customer/family experience programs across the continuum of care highly preferred
• Lean Six Sigma or PMP Certification preferred

Knowledge, Skills and Attitudes:

• Knowledge of business and management principles
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish department goals and objectives that support the strategic plan.
• Ability to effectively plan, delegate and/or supervise the work of others.
• Ability to lead, motivate, develop, and train others.

Any appropriate combination of relevant education, experience and/or certifications may be considered.

#Li-TF1

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

c110